Problem with a product or service you sold

  • When a business sells a product or service that doesn’t meet basic consumer rights, it must offer the consumer a solution. These rights are known as consumer guarantees.
  • Depending on the size of the problem, the solution may be a repair, replacement, refund, or contract cancellation.
  • It's unlawful for businesses to mislead consumers about these rights.
  • When a consumer suffers damage or loss because of a problem with a product or service, they are also entitled to compensation.
  • Warranties are extra promises that a business makes. They apply in addition to consumer guarantees.

Repair, replace, refund, cancel

When a business sells a product or service that doesn’t meet basic rights, it must offer the consumer a solution, such as a repair, replacement or refund.

Repair notices

Businesses must give consumers repair notices before repairing products that can store user data and before starting repairs that may use refurbished parts.

Compensation claims

When a problem with a product or service causes damage or loss for a consumer, they have a right to compensation.