When a product has a defect that was not disclosed at sale, a consumer may choose among statutory remedies. The right remedy and time limit depend on the product, warranty status, date of delivery and the nature of the defect.
Core rule. Article 18 of the Consumer Protection Law allows a consumer to seek repair, replacement, a proportionate price reduction, reimbursement of repair costs, or withdrawal from the sale contract and a refund. The seller must accept a defective product and may conduct a quality check.
Technical products
For technically complex goods, refund or replacement claims are generally available within 15 days after delivery. After that period, the law limits those claims to specified situations, including a substantial defect, breach of repair time limits or inability to use the product for more than 30 days in each warranty year due to repeated repairs.
Evidence and a written demand
- purchase confirmation, warranty documents and delivery records where available;
- photographs, video and a description of the defect;
- a written demand stating the chosen statutory remedy;
- proof of delivery of the demand and the seller’s response;
- quality-check or expert documents if they are made.
The absence of a receipt alone is not a lawful reason to reject a consumer’s claim. For a product under warranty, the seller, manufacturer, authorised organisation or importer must prove that the defect arose after delivery due to the consumer’s misuse, storage, transport, third-party acts or force majeure.
Time for a refund
A claim for refund, price reduction, reimbursement of repair expenses or loss is generally due within ten days from the relevant demand under Article 22. Other remedies have their own statutory procedures and time limits.
Practical conclusion
Do not confuse a defective-product claim with the separate rules for returning a good-quality product. A clear written demand, supporting evidence and the correct statutory remedy help preserve rights without guaranteeing the outcome of a dispute.