How to complain about a faulty product
Reklamationsrätt – så här reklamerar du en felaktig vara - Engelska
In Sweden you have the right to complain about a faulty or damaged product within 3 years. For example, you can complain about a product that works poorly or is broken. You can also make a complaint if the product does not match the information you received or is not suitable for its intended purpose. You must complain to the business that sold you the product.
Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.
When can you make a complaint?
According to the Consumer Sales Act, you can complain to the company if
the fault is original and existed when you received the product (the fault does not need to show immediately)
you bought the product less than 3 years ago.
This applies whether you bought a new or a used product.
How to file a complaint
The information is based on your rights according to the Consumer Sales Act.
Your right to complain means that you can report faults in a product you have bought. In Sweden, you have the right to complain for 3 years, and within the EU for at least 2 years.
You must complain within 2 months from when you discovered the fault. If you wait longer, you may lose your right to claim something from the business.
Do you not have the original packaging? You still have the right to complain.
You can complain about a fault in the following situations:
- If the product is broken, defective or works poorly. The product may have visible faults, such as transport damage. It may also have internal faults that make it work poorly or not at all
- If the product does not match the information you were given. For example, if the product is delivered in a different colour or size, or if it lacks a function that was included in the description
- If the product is not suitable for its purpose. This means that the product cannot be used for what it is normally used for. If you buy a rain jacket that is not waterproof, the jacket can be considered faulty
- If the user manual is missing or impossible to understand.
The fault must be original
For the product to be considered faulty, the fault must be original. An original fault is a fault that existed when you bought or received the product.
The fault does not need to appear straight away. It can still be an original fault even if it appears only after some time.
The product is not considered faulty if you caused the fault yourself, for example by using it incorrectly.
What you are entitled to depends, among other things, on whether the problem can be fixed within a reasonable time and how serious the problem is. It must not cost you anything to have the problem corrected or the product replaced. For example, the company must pay for the shipping if you need to send the faulty product to them.
Primarily, get the fault rectified or receive a new product
You can require the company to correct the problem free of charge. They can, for example, repair the product or replace it.
You can suggest the solution you prefer. However, if the company can show that it would be an unreasonably high cost to give you a new product compared with repairing it, they usually have the right to choose the repair.
Equivalent product
If the company wants to replace the product but cannot offer the same model, it may be acceptable to receive an equivalent product. Equivalent means, among other things, that it has the same type of features as the product you bought.
Price reduction or cancellation of the purchase
If the fault is serious or cannot be fixed within a reasonable time, you may be entitled to a price reduction or cancellation of the purchase. A cancellation means that the purchase is reversed. You return the product and receive your money back.
For a price reduction, you must receive a refund that reflects the problem. For example, you must receive the amount it would cost to have the fault fixed by another company.
A cancellation means that the purchase is reversed. You return the product and you get your money back.
For you to have the right to cancel the purchase immediately, the problem must be significant and serious. If the company can prove that the problem should be considered minor, you do not have the right to cancel the purchase. In that case you must accept that the fault is repaired or that the product is replaced.
You may also have the right to cancel the purchase if the company has not managed to correct the problem within a reasonable time or after several attempts.
Refund when the purchase is cancelled
Have you already paid? Then you must get your money back in the same way as you paid. If you paid in cash or by card, you do not have to accept a credit note or gift card.
The company must cover the shipping cost if the product needs to be returned.
When you return the product, the refund must be made as soon as possible.
Deduction for use
Have you had significant use of the product before the cancellation? Then you may not receive the full amount you paid. The company may have the right to make a deduction for use.
There is no law that states exactly how large the deduction should be. It must correspond to the benefit you have had from the product. This often needs to be assessed on a case‑by‑case basis.
You must receive an amount that allows you to buy a product of the same standard and condition.
Interest
You are entitled to interest for the period the company has had your money. Sometimes the company’s right to a deduction for use is set off against your right to interest.
Cover purchase
If the purchase is cancelled and you need to buy the product at a higher price from another company, you can claim the difference from the first company. This is called making a cover purchase. You must not choose the most expensive option.
If the exact same product is not available, you can buy an equivalent product. An equivalent product is as similar as possible, for example the same type of product but from another manufacturer.
The new purchase must be made within a reasonable time after the purchase has been cancelled.
The company may need to carry out an inspection to find out what is causing the problem or how the problem occurred.
The company may have the right to charge for the inspection if it turns out to be an issue that the company is not responsible for. However, you must have been informed about the fee before the inspection was carried out. The fee must also be reasonable.
The company has the burden of proof for showing that you caused the problem or that it is due to wear and tear during the first two years after your purchase. The same applies if you have a guarantee from the company. We therefore consider that if you complain about the product within the first two years, or if you have a guarantee, you should not have to pay an inspection fee regardless of the outcome.
How long a repair may take
By law, the company must repair the fault within a reasonable time.
What counts as a reasonable time is assessed on a case‑by‑case basis. It depends, among other things, on the type of fault and how urgently you need the product to be repaired.
If you have been offered a replacement product, a longer repair time may be acceptable.
Number of repair attempts
How many attempts the company is allowed to make often needs to be assessed on a case‑by‑case basis. It depends, among other things, on the type of fault and how much it affects you.
Has the company been unable to repair the fault and the fault affects you a lot? Then you may have the right to say no to further attempts and instead require to cancel the purchase.
Cancel means that you return the product and get your money back.
Have you paid for the product?
You should not have any extra costs because there is a fault with the product. The company must cover the costs.
Examples of costs can be:
- shipping costs for sending the product for repair
- costs for having to drive to the shop several times
- loss of income if you need to stay at home from work to receive a repair technician
You cannot claim compensation for the inconvenience or the time you spend complaining about the fault.
To receive compensation, you need to prove that there is a fault with the product and provide evidence of the costs. Evidence can be receipts, invoices or other documentation.
The costs must be reasonable and directly linked to the fault.
If the product has caused damage
You can also claim compensation if the faulty product has caused damage.
The compensation is intended to cover the damage. You should not end up in a better position than you were in before the damage occurred.
Within the EU, Norway, Iceland and the United Kingdom your rights are largely the same. However, the time you have to complain about a fault may differ.
The only difference may be the amount of time you have to complain about faults in the product.
Examples of time limits for making a complaint in other countries
- Germany: 2 years
- Ireland, England, Wales and North Ireland: 6 years
- Scotland: 5 years
- The Netherlands: The right to complain is based on the expected lifespan of the product, but at least 2 years.
- Iceland and Norway: 5 years if the product you purchased has an expected lifespan longer than 2 years, otherwise 2 years.
On the website Your Europe, you can find out about the complaint deadlines in other countries. Your Europe is operated by the European Commission.
Swedish law applies if the company targets Swedish consumers
Even if you buy something from a company in another country, you may be protected by Swedish legislation. One condition is that the company targets Swedish consumers.
Examples that may indicate that the company targets Swedish consumers:
- The company's website is in Swedish.
- The company allows you to pay in Swedish kronor.
- Phone number with country code for the company.
For example, if you buy something from a German company targeting Swedish consumers. Then you may have a 3-year complaint deadline (as in Sweden), even though the complaint deadline according to German legislation is 2 years.
It’s important to document when you discover a fault or deficiency. You need to be able to show the company what you believe is wrong.
Documentation is also important if you and the company do not agree. Make sure you save all supporting material.
How to document the fault
For example, you can take photos or videos of the fault. The quality needs to be good enough for the fault to be clearly visible.
Sometimes it can be more difficult to show the fault. If, for example, you receive a product in the wrong shade, it can be hard to show this with only an image. In this case you can also include an image from the website that clearly shows that the shade there is different.
Search the company’s website to see if they have any specific requirements regarding the documentation they need from you.
If you bought the product in a shop, it may be easiest to show the fault in the shop.
Is the fault impossible to document?
Some faults can be difficult to show with, for example, images. If there is no good way to do this, you can instead describe the fault when you contact the company to make a complaint.
Sometimes the company may need to carry out a fault assessment.
Has the company recommended that you buy the product?
Has the company recommended which product you should buy, and it turns out that the product is not suitable? Then you need to show that you were given incorrect information.
You may have received written information at the time of purchase, or you may be able to get confirmation afterwards of what information you were given.
For example, you can try emailing the salesperson you were in contact with.
Contact the company you bought the item from first in order to make a complaint about the fault. Also explain if you want compensation.
Sometimes there is also a warranty on the product. For example, the manufacturer may have provided a warranty. In that case, you may be able to contact the company that issued the warranty. However, by law you can always make a claim against the company that sold the item to you.
Make your complaint in writing
There are no rules about how you must make your complaint. However, it is a good idea to contact the company in writing. For example, you can send an email. Save a copy. This allows you to prove that you made a complaint and when you did so.
Are you using a contact form? Then you should take a screenshot or photograph what you write.
When you contact the company, it is useful to include the following information:
- What you bought and when you made the purchase
- A description of the fault
- Photos or other documentation that clearly shows the fault
- What solution you want from the company
- How you handle the payment and why
- Any claim you have for compensation
- Evidence of costs you have had because of the fault
- A receipt or other proof of purchase
Do you need a receipt?
There is no law that says you must show a receipt in order to make a complaint. It may be enough, for example, to show a bank statement. However, you must be able to show when you made the purchase, from whom, and at what price.
If you buy several items at the same time, the bank statement may not show which specific items you bought. In that case, it may be necessary to show a receipt.
Template for making a complaint
Below is a suggestion for how you can write when you contact the company to make a complaint. For example, you can copy the text into an email.
If it does not get resolved
Choose the option that best fits your situation.
You have the right to make a complaint even if the item has no warranty or the warranty has expired. Under the Consumer Sales Act, you have the right to make a complaint for 3 years from the date you received the item.
If the fault is an original fault, you can require the company to rectify the fault. This may mean that the company repairs the fault, replaces the item, gives you a price reduction, or cancels the purchase.
The company has the burden of proof
Faults that appear during the first 2 years are automatically considered faults that the company must deal with. This is usually called the burden of proof being on the company.
It is enough that you can show that there is a fault. You do not need to prove what caused the fault. The company must show that the fault is your responsibility or that the fault is normal considering the condition of the product in order to avoid responsibility.
When more than 2 years have passed since the purchase, you must be able to show that the fault was present in the product at the time of purchase.
Contact an expert
If you need to show that the fault is original, you can ask an expert for help. An expert may be, for example, a company that sells or repairs similar products.
It may be enough to send an email asking how long the item is expected to last or what quality you can reasonably expect. In some cases, you may need to hand in the product or ask someone to come to your home to provide an expert opinion.
You may have to pay for an expert opinion. You can later ask the company that sold the product to reimburse you for the cost, but only if the fault is their responsibility.
Contact the company again
To move forward, you need to contact the company again, for example by email. Inform the company that they are responsible for putting the fault right. Include any evidence showing that the fault is original.
Have you paid for an expert opinion? Then you can at the same time require the company to reimburse you for the cost.
Also ask for a written response to your claims.
If the company wants to repair the item, but you would prefer a new item or a refund? You have the right to suggest the action you want. However, the company may not be required to follow your preferred option.
If you have asked for a new item
If you suggest that the company should give you a new item, the company may still have the right to repair the item. This applies if giving you a new item would be unreasonably expensive compared to repairing it. It does not matter whether the item is brand new or if you have had it for some time.
For the company to have the right to repair the item, they must be able to repair it within a reasonable time and at no cost to you.
If you ask to cancel the purchase
Cancelling the purchase means that the sale is reversed. You return the item and receive your money back.
If the company can prove that the fault is minor, you do not have the right to cancel the purchase. In that case, you must accept that the item is repaired or replaced.
You may also have the right to cancel the purchase if the company has not managed to correct the fault within a reasonable time or after several attempts.
If the company takes an unreasonably long time to repair the item, you may have the right to either:
- receive a price reduction that corresponds to what it would cost to repair the fault at another company
- cancel the purchase and receive a refund.
How long may a repair take?
The company must repair the fault within a reasonable time. What is considered reasonable time varies from case to case. It depends, among other things, on the type of fault and how urgently you need the item to be repaired. You may have to accept a repair time of one or a few weeks.
A longer repair time can be acceptable if you have been offered a loan item.
How many repair attempts the company has
Has the company not been able to repair the fault despite several attempts? Or has the same fault appeared again and it has already had a significant impact on you? Then you may have the right to refuse further attempts and instead require the purchase to be cancelled.
To cancel means that you return the item and receive your money back.
How many attempts the company has to repair the same fault must be assessed in each individual case. It depends, among other things, on the type of fault and how much it affects you.
It is good to have proof that it is the same fault as before. This could be, for example, text messages or emails between you and the company or a statement from another company. If you have no evidence, try contacting the company by text message or email to confirm that it has been the same fault several times.
Repair the fault at another company
If the company does not repair the fault within a reasonable time, you can also consider having the fault repaired by another company.
Contact the company in writing first, for example by email. Explain that you will need to turn to another company if the repair is not completed soon. Also state that you are demanding a price reduction that corresponds to what it will cost you to repair the fault at another company.
If the company confirms that it cannot repair the item within a reasonable time or does not respond to you, then you may turn to another company.
Keep in mind that you must pay the company that repairs the item. If you have not received a price reduction, you may later require the company that sold the item to reimburse you for the cost.
If the company does not agree that the item is faulty, or if they have examined the item without finding any fault, you must always be able to show that there is a fault. Evidence showing the fault may include:
- photos
- videos
- an expert opinion from someone with knowledge of this type of product
If you have evidence that the product is faulty but the company still says no, read more under “Have your case reviewed”.
If the company says that they do not have to take responsibility for the fault, your rights depend on how much time has passed since the purchase.
Faults that occur during the first 2 years are automatically considered faults that the company must fix. The burden of proof is on the company.
During this period, it is enough that you can show that there is a fault. You do not need to prove what caused the fault. The company must be able to show that the fault is your responsibility or that it is normal considering the condition of the product in order to avoid responsibility.
Has more than 2 years passed since the purchase? Then you must be able to show that the fault existed when you bought the product.
Contact an expert
To show that the fault is original, you can ask an expert for help. This may be, for example, a company that sells or repairs similar products.
It may be enough to send an email asking how long the product is expected to last or what quality you can reasonably expect. In some cases, you may need to hand in the product or ask someone to come to your home to provide an expert opinion.
You must pay the person you hire for an expert opinion. You may later require the company that sold the item to reimburse you for the cost, but only if the fault is the company’s responsibility.
Contact the company again
To move forward, you need to contact the company again, for example by email. Inform the company that they are responsible for fixing the fault. Include evidence showing that the fault is original.
Have you paid for an expert opinion? Then you may at the same time require the company to reimburse you for the cost.
Also ask for a written response to your claims.
If the product is older than 3 years
If the product is older than 3 years, you cannot make a complaint. However, if there is a warranty that is still valid, you can use the warranty.
If you have the right to cancel the purchase, you are entitled to a refund.
If the company does not refund the money, there are different ways to proceed.
If you have paid by card or invoice
If you have paid via any form of credit, such as a credit card or invoice, you are protected by the Consumer Credit Act. This means you can make the same claims on your credit provider or bank as on the company. This means that you can request a refund from your credit provider or bank if the company does not pay you back.
In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.
Getting your money back if you made a credit purchase
If you have paid with a debit card, the terms of the card determine what you are entitled to.
Getting your money back if you paid by card
Apply for a payment order
If you cannot get help from your bank or credit provider, you can turn to the Enforcement Authority and apply for a payment order. A payment order can be a way to get help to get paid by someone who owes you money.
Contact the Enforcement Authority for more information.
Apply for a payment order on the Enforcement Authority’s website
The company says you do not have the right to cancel
If you and the company do not agree, you may have the opportunity to have the matter reviewed by the National Board for Consumer Disputes (ARN). It costs SEK 150 to file a complaint with ARN.
Your complaint is valid even if the company does not respond. The important thing is that you can prove that you have complained and when.
If there is an original fault, the company must fix the fault within a reasonable time. If the company does not fix the fault, you can request to cancel the purchase. You then return the item and receive your money back.
Contact the company again. Set a reasonable deadline within which you require a response to your complaint. Inform the company that you want to cancel the purchase if they do not respond within this time.
If you still do not get a response from the company, there are different options.
If you have paid by card or invoice
If you have paid by any form of credit, such as a credit card or an invoice, you are protected by the Consumer Credit Act and can make the same claims against your credit provider or bank as you can against the company. This means that you can request a refund from your credit provider or bank if the company does not pay you back. In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.
Getting your money back if you made a credit purchase
If you have paid with a debit card, the terms of the card determine what you are entitled to.
Getting your money back if you paid by card
Apply for a payment order
If you cannot get help from your bank or credit provider, you can turn to the Enforcement Authority and apply for a payment order. A payment order can be a way to get help to get paid by someone who owes you money.
Contact the Enforcement Authority for more information.
Apply for a payment order on the Enforcement Authority’s website
More guidance or dispute resolution
- Many municipalities offer consumer guidance. They may be able to provide additional support and advice
- If you bought something from a company within the EU, Norway, Iceland or the United Kingdom, the European Consumer Centre Sweden may be able to help you
- If you want the matter to be reviewed, you can contact the National Board for Consumer Disputes (ARN). You can also take the matter to court
Choose an option based on the country where the company is located. Are you unsure which country the company is registered in? Select "Swedish company".
Do you need help clarifying your rights or want to discuss how to proceed with your case? In that case, you can contact the municipality's consumer guidance, or the guidance provided by our national information service.
Municipality's Consumer Guidance
Many municipalities provide consumer guidance where you can seek free information and support. The assistance offered may vary from one municipality to another.
The Swedish Consumer Agency
If you need guidance, you can contact our national information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you.
If you are residing in Sweden and the company you have issues with is registered in another EU country, Norway, Iceland or the United Kingdom, you can receive free advice from ECC Sweden.
ECC Sweden is part of a network of consumer offices within the EU. In some cases, ECC Sweden may share the case with a sister office in another country to attempt to reach a solution through mediation.
Contact ECC Sweden
To get assistance with your case, you need to ensure that you have filed a written complaint to the company.
To ECC Sweden, you need to submit a description of the problem and documentation showing what has happened. Documentation is necessary if your case is to be shared with any sister office in another country. Remember to keep your originals and only send copies to ECC Sweden.
Send your case via email to: konsumenteuropa@konsumentverket.se
The email should include:
- Your first and last name and the name of the company you purchased from
- A description of the problem and how you want the company to resolve it
- The date you placed the order and the date you received it
- The price of the item/service and how you paid
- Documentation as evidence of your case
Examples of documentation:
- Agreement/terms of agreement
- Screenshots of advertisements
- Invoice/receipts for purchases
- Complaint or right of withdrawal notice
Once you have submitted your case, you will usually receive a response within approximately 1 month.
ECC Sweden cannot:
- Force a company to act according to the law. The work is based on the company being willing to cooperate with the ECC network to reach a resolution.
- Mediate in a case if we cannot identify the seller or if the seller refuses to cooperate with the ECC network.
- Act as legal representation or assist when the consumer has already initiated legal proceedings.
- Assist in purchases between businesses or purchases between individuals.
If you have any questions
ECC Sweden is part of the Swedish Consumer Agency. Do you need help clarifying your rights or want to discuss if and how you can proceed with your case? Then you can contact our information service.
If you and the company cannot reach an agreement, you can file a complaint to the public authority The National Board for Consumer Disputes (ARN).
ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.
A normal processing time is approximately six months.
What does it cost to file a complaint with ARN?
It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favour.
Requirements for ARN to consider your case
- The company has either rejected your claims or has not responded within a reasonable time.
- The amount you and the company disagree on exceeds the value limit set by ARN. You cannot include the application fee to ARN.
- You file the complaint within one year from the first time you complained to the company.
Submit a complaint on ARN's website
If you need help with your complaint
Sometimes, the municipal consumer advisors can assist you in making a complaint to ARN.
Have you followed all the steps in this process? Do you still have a dispute with the company? Then you can take the dispute to court. Contact the district court (tingsrätten).
It costs money to submit an application to the court.
If you are unsure whether you should take the matter to court or need assistance with your case, you can seek help from a lawyer.
Before you hire legal assistance, you can contact your insurance company. Many home insurance policies include legal protection. It can cover certain costs related to legal proceedings.
How much does it cost?
A dispute about a claim under SEK 29,600 (half a price base amount in 2026), is known as a simplified litigation or small claim. The application fee is then SEK 900.
If the claim exceeds SEK 29,600, or if the dispute does not concern a specific amount, the application fee is SEK 2,800.
If you lose the case, you may be required to pay both your and the company's legal costs. However, in small claims, the costs you may have to pay are limited.
How a lawsuit is handled in the district court on the website of the Swedish Courts
Proofread: 13 November 2025
The content is presented in collaboration with ECC Sweden, which is part of the ECC network and the Swedish Consumer Agency's information service. ECC Sweden is part-financed by the European Union.
The content of this website represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA) or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.
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