Warranty and Guarantee

The legal guarantee of conformity is a statutory right that automatically applies to every product purchase — no separate agreement is required. Under EU Directive 2019/771, the seller is liable for any lack of conformity that becomes apparent within 2 years of delivery.

A commercial guarantee (warranty) is an additional, voluntary commitment by the manufacturer or trader that may grant further rights beyond the legal guarantee. The existence of a commercial guarantee does not affect or limit your legal guarantee rights.

The legal guarantee of conformity can be enforced against the seller — if the purchased product is defective, the seller is obligated to repair it, replace it, or, if neither is possible, reduce the price proportionally or issue a full refund.

Product liability, on the other hand, can be enforced against the manufacturer or distributor. The manufacturer is responsible for ensuring that the product meets the quality standards in effect at the time it was placed on the market. Under a product liability claim, you may only request repair or replacement, and the burden of proving the defect lies with you.

Important rule: you cannot simultaneously pursue a legal guarantee claim and a product liability claim for the same defect. However, if your product liability claim has been successfully resolved, you may enforce your legal guarantee rights for the replaced product or repaired part against the manufacturer.

Under EU law (Directive 2019/771), you may exercise your rights within 2 years from delivery. You should report the defect promptly after discovery.

During the first 12 months, you need only report the defect and provide proof of purchase (invoice or order confirmation). After 12 months, you must demonstrate that the defect existed at the time of delivery. The legislation of your country of residence may provide for a longer period.

Under EU Directive 2019/771, the legal guarantee of conformity applies to all consumer goods purchased from a professional seller — regardless of product type or price. This includes household appliances, electronics, furniture, sporting goods, and any other tangible movable item.

If you are unsure whether your product is covered, please contact our customer service.

Under EU Directive 2019/771, the minimum legal guarantee period is 2 years from delivery. During the first 12 months, any defect is presumed to have existed at the time of delivery (reversed burden of proof). The consumer protection laws of your country of residence may provide for a longer guarantee period.

Contact us via the Contact page or — if you have an account — by submitting a customer service ticket. Please provide your order number, the product name, a detailed description of the defect, and if possible, attach photographs. After receiving your claim, our team will review it and inform you of the next steps.

To submit a warranty or guarantee claim, you will need the following:

• proof of purchase (we send the invoice via email upon order fulfilment; you can also access your order confirmation in your account at any time),
• a detailed description of the defect,
• photographs of the defect, if possible, to help expedite the review.

If the product is covered by a manufacturer's guarantee, the manufacturer includes a guarantee certificate with the product, specifying the guarantee period and the conditions for making a claim. If the guarantee certificate is missing or incomplete, this does not affect your legal guarantee rights — your claims can be fully enforced on the basis of the invoice or order confirmation.

Under EU law, the seller is required to carry out the repair or replacement within a reasonable time and without significant inconvenience to the consumer (Directive 2019/771, Art. 14).

If the repair or replacement cannot be completed within a reasonable time, you are entitled to request a proportional price reduction or to withdraw from the contract and receive a full refund of the purchase price.

Within the guarantee period, the burden of proving the defect lies with the Seller. This means that you do not have to prove that the defect is of manufacturing origin — the Seller is obligated to prove that the defect arose after delivery. If the Seller cannot prove this, we will repair the product, replace it, or — if this is not possible — refund the purchase price.

The reversed burden of proof means that, within a specified period, you do not have to prove that the defect already existed at the time of delivery — rather, the Seller must prove that the defect arose subsequently.

Under Directive (EU) 2019/771, this applies for the first 12 months from delivery. The consumer protection legislation of your country of residence may provide for a longer period.

If the product is defective at the time of delivery or the defect becomes apparent within the first few days after receipt, you are entitled to request an immediate replacement or — if replacement is not possible — a full refund of the purchase price. During this early period, the defect is presumed to have existed at the time of delivery, meaning you do not need to prove the origin of the defect.

In such cases, please contact us immediately via the Contact page or — if you have an account — by submitting a customer service ticket, providing your order number, the product name, and a description of the defect.

Under Directive (EU) 2019/771, if a repair or replacement does not bring the goods into conformity, or if the seller fails to carry out the repair or replacement within a reasonable time, you are entitled to request a proportional price reduction or to withdraw from the contract and receive a full refund of the purchase price.

This rule ensures that you are not required to accept an unlimited number of repairs and that you receive an adequate solution for a product with persistent defects.

The guarantee does not cover:

• defects resulting from improper or non-intended use,
• natural wear and tear,
• malfunctions resulting from improper installation or assembly,
• damage resulting from intentional destruction or force majeure.

The Seller is exempt from its guarantee obligation only if it proves that the cause of the defect arose after delivery.

The right of withdrawal and a guarantee claim are two separate consumer rights.

Under the right of withdrawal, you may return the product within 14 days of receipt without giving a reason — even if it is completely free of defects. A guarantee claim, on the other hand, can only be made in the case of a defective product, but is available for 2 years from delivery.

These two rights can be exercised independently of each other: if your product is defective, a guarantee claim may be more favourable, as the cost of return shipping is borne by the Seller. You can find details about the right of withdrawal on the right of withdrawal page.

In all Member States of the European Union, consumers are entitled to at least a 2-year guarantee under Directive (EU) 2019/771, with the burden of proof reversed during the first 12 months.

The consumer protection rules of your Member State of residence may grant you additional rights beyond the EU minimum. Your rights as a consumer are always enforced according to your habitual place of residence.