Product broken: what must the seller fix?
What would you like help with?
Detailed explanation, checklist and sources
A product must function properly for as long as you could reasonably expect. The seller is your legal point of contact.
General information about Dutch law · Reviewed on · How we work
On this page
What could you expect?
Price, type of product, age, advertising and normal use all count. Therefore keep the receipt, product information, photos and correspondence.
First, free repair or replacement
Ask the seller in writing for a free solution within a reasonable period. The statutory warranty does not automatically end after two years. In the event of non-conformity, prior normal use may not automatically lead to a personal contribution towards repair or replacement.
If the seller does not resolve anything
If the seller has not resolved the problem after a reasonable opportunity to do so, a price reduction, repair elsewhere or termination may be possible. The right step depends on the seriousness and circumstances.
Buying a car from a business
Statutory rights also apply to a used car bought as a consumer. Age, mileage, price, maintenance, advertising and specific promises shape reasonable expectations. Ordinary wear or a known, accepted defect differs from non-conformity. Keep the contract, advertisement, maintenance records and diagnosis; first allow the seller an appropriate remedy. Buying privately follows different rules.
BOVAG, manufacturer and retailer guarantees
Commercial guarantees supplement statutory rights and cannot restrict them. BOVAG Garantie for a used car applies when agreed with the purchase; the seller’s membership alone does not prove coverage. Check the guarantee certificate and applicable conditions. BOVAG describes twelve months for this purchase guarantee, not a universal statutory lifespan. One retailer’s service promise does not automatically apply elsewhere. For MediaMarkt, check whether your order names MediaMarkt or an external seller; its service page directs external-seller claims to that seller. For Autotrust, check your specific guarantee and use the official claim route before authorising repair. Coverage and any costs you bear depend on your agreement. A commercial refusal does not automatically exclude statutory rights against your seller.
Record the defect and timeline
Record delivery, first complaint, normal use, defect and response. A defect appearing within one year generally benefits from the statutory presumption in a consumer sale; that year is not the end of statutory rights. More evidence may be needed later. Check any better commercial evidence terms. Agree an expert’s task and costs beforehand; a diagnosis does not guarantee reimbursement.
Your checklist
Prepare your next stepFill in and save · Word
Tick what you have checked or collected. Note what is missing and take your overview to a meeting.
Unless saved in My overview: Your entries stay only on this screen. Download before leaving; closing or reloading clears them. Do not enter identity numbers, passwords or unnecessary personal details.
What do you still need for your next step?
Item 1 / 5 · Where do you stand with this item?
Proof of purchase and date
This overview follows your own answers. It does not assess your rights or guarantee that your file is complete.
Your choices stay here. Use the buttons below if you want to save or download.
View all details, notes and timeline
Your timeline and evidence
List events and contacts. Note where you keep the evidence; no upload is needed.
What goes in my timeline?
Record what happened, when, the response and where to find the letter, message or photo. Mark uncertain dates.
Is my evidence sent?
No. You only note where it is kept. No files are uploaded or sent automatically.
How do I save my timeline?
Your entries are not saved automatically. Choose Save and continue later to store this preparation, including your timeline, in My overview. Wait for confirmation and save new changes again. You can also download a Word file without an account.
Up to 20 events. Choose a different position for an event to change the order.
0 / 5 · Checked or collected
For each event, note the date, what happened and where the evidence is kept. Example: 3 October — letter received — correspondence folder.
Describe the solution you would like, such as an explanation of a deduction and repayment of the outstanding amount.
For example: which document is missing, who can provide it and what should I do first?
Record the date and its source. If unknown, note this and check promptly. This tool does not calculate or monitor deadlines.
After your conversation
These are your own notes. Confirm agreements with the other person; these notes do not prove their agreement.
This is your preparation, not a submitted request, objection or legally reviewed document. A tick records only your own progress. Check the procedure and deadline in the original letter.
Save and continue later
Clear entries
Download anything you want to keep first. Clearing cannot be undone.
- Proof of purchase and date
- Product description and warranty
- Photos or video of the defect
- Your earlier complaint
- Written final deadline
Frequently asked questions
Do I still have rights without a receipt?
Other proof of purchase, such as a bank statement or order confirmation, may sometimes also be sufficient.
Can I demand my money back immediately?
Not always. The seller may often first repair or replace the product free of charge.