Legal help with defective goods and services

When can you complain about a purchase?

Under Swedish consumer law, you may complain to the seller if a product or service is defective. A defect may have existed when you received the product even if it only became apparent later.

A product may be considered defective if it:

• is damaged or does not work properly
• does not match its description
• lacks a promised feature or function
• cannot be used for its intended purpose
• arrives damaged or without necessary parts.

Different rules and time limits may apply to services depending on the type of work performed. We help determine which law applies and what you are entitled to request.

How to submit a complaint

Submit the complaint directly to the business that sold the product or provided the service. Communicate in writing whenever possible so that you have a record of when you complained and what you requested.

Your complaint should explain:

• what you purchased and when
• the nature of the defect
• when you discovered the problem
• what evidence you have
• how you want the business to resolve the issue.

You do not need the original receipt if you can prove the purchase in another way, such as with a bank statement, order number, or payment confirmation.

How long do you have to complain?

When a consumer buys a product from a business in Sweden, the general complaint period is three years. You must also notify the business within a reasonable time after discovering the defect. A complaint made within two months of discovering the problem is always considered timely.

During the first two years after delivery, the business generally has to show that it is not responsible for the defect. After that period, you may need to demonstrate that the defect was present when the product was delivered.

Different rules apply to purchases between private individuals, business-to-business transactions, and certain services. The contract may have greater importance in those situations.

What can you request?

Your available remedies depend on the defect and whether the business has had an opportunity to correct it. You may generally first request a repair or replacement at no additional cost.

If the issue is not resolved within a reasonable time, you may be entitled to:

• a price reduction
• reimbursement of reasonable expenses
• withhold part of the payment
• cancel the purchase and receive a refund
• compensation for financial losses caused by the defect.

You are not always entitled to cancel the purchase immediately. The business will often have an opportunity to repair or replace the product first.

Complaint or insurance claim?

The seller is responsible for defects covered by your statutory consumer rights. Insurance may instead cover accidental damage or another event that occurs after the purchase.

The seller cannot avoid responsibility for an original defect simply because the product is insured. We help determine whether your claim should be directed to the seller, an insurance company, or another party.

If the business rejects your claim

Ask the business to provide its decision and reasoning in writing. Depending on the circumstances, a Swedish consumer dispute may be submitted to the National Board for Consumer Disputes. Some disputes may ultimately need to be pursued in court.

We review the documents and evidence, assess the strength and value of the claim, and help you choose an appropriate next step.