Repair
The primary method for fixing a defect or fault is repair. If repairing is impossible or would cause unreasonable costs, the item can be replaced with a faultless one.
The liable company has the right to repair the defect or fault if it offers to do so immediately after receiving notice of the problem from the buyer and the repairs are done within a reasonable time, without causing a decrease in the value of the item and without undue inconvenience for the buyer.
The consumer has the right to refuse the offer of repairing the item if it would cause significant inconvenience or a decrease in the value of the item, or if there is the risk that the costs incurred by the consumer will not be compensated.
Cost, location and duration of repairs
Compensation for damages
Replacement
A defective item can be replaced with a faultless one if repairing is impossible or would cause unreasonable costs. If the warranty is still valid, the warranty period is not extended due to the replacement: the original warranty will remain in place. The replacement item must correspond to the defective one in value and quality, and it must fulfil the criteria according to which the consumer purchased the original one.
The company may refuse to supply a faultless replacement item if this would cause unreasonable costs – for instance when the item was made to measure or if it is no longer manufactured.
If it is impossible to either repair or replace the goods, the company may provide compensation in the form of a discount or a complete cancellation of the sale. Consumers are not obliged to accept a gift voucher or other product in lieu of reimbursement of the purchase price.
Consumers are also entitled to compensation for any damages caused by the defect in the goods.
Discounts
Compensation for damages
Withholding payment
If the full purchase price has not yet been paid, the consumer has the right to withhold a portion of the sum that corresponds to the defect until the defect has been repaired or otherwise compensated for. The rest of the purchase price must be paid in accordance with the sales contract.