Select the reason for the request
For a consumer purchase from an entrepreneur can use the seller's liability for non-conformity of goods with the contract. The manufacturer's warranty is another way with its own terms, if it is provided. The seller cannot automatically send you only to the manufacturer's service instead of accepting the claim under the statutory liability.
Specify the reason in the letter so that the store does not consider it in another mode. If the purchase is old, clarify the applicable legal regime: modern rules of non-conformity cannot be transferred without verification to each contract of past years. Keep the date of purchase and delivery of the item.
Prove purchase and defect
A cash receipt is convenient, but not the only acceptable evidence. Other proof of purchase from the seller will also be suitable: statement, order email, delivery information. Write down the model, the date of receipt and when the malfunction occurred.
Describe the observation specifically: "the phone turns off when charging", "the seam separated after...", not just "bad quality". Take pictures or a short recording of the manifestation if it is safe. Do not disassemble the device yourself if it will destroy evidence or create a risk.
Formulate the requirement
Usually choose repair or replacement. A price reduction or refusal with refund is provided for in determined circumstances, including a material lack of conformity. The seller may change the chosen method if it is impossible or excessively expensive according to the rules of law. Do not promise yourself an instant refund for any minor malfunction.
Repair or replacement must be carried out within a reasonable time without undue inconvenience; 14 days for a response does not mean that any repair must be completed within 14 days. If the previous attempt did not solve the problem, attach a call history and indicate that the defect persists.
In a letter to the seller
- Your details and contact for reply.
- Date and confirmation of purchase, product name.
- Description of the defect and time of discovery.
- The selected claim and its basis.
- Applications and mode of delivery of the goods.
- Please acknowledge receipt.
Track response and expenses
For the response to such consumer complaint is provided for 14 days; the lack of response within the time limit means its recognition. The statutory liability for non-conformity normally extends to two years from delivery. The cost of the repair or replacement, including delivery, shall be borne by the seller.
Ask for a written answer if the store orally said "our fault". Check what evidence he refers to. Do not agree to paid diagnostics as an obligatory step, without finding out the grounds and terms of payment. Keep the certificate of delivery of the goods, condition and equipment.
If the refusal remains contested
Prepare the order, proof of defect, claim and refusal for the local city/county consumer ombudsman or other official consumer assistance. If the case concerns a purchase from a private seller, this consumer route may not apply.
Do not resend the same message without new arguments. Highlight what you are challenging: date, existence of defect, grounds for refusal, or method of correction chosen. Such a package allows the dispute to be assessed faster and without retelling the whole story.