If a product is defective and repair is not feasible or unreasonable, you are entitled to a replacement product. The seller is obliged to provide a new copy free of charge.
When Entitled to Replacement?
You can claim replacement under the following circumstances:
- Repair is technically not possible
- Repair takes too long
- The repair costs are disproportionately high for the seller
- A previous repair attempt has failed
- You prefer replacement and this is reasonable for the seller
What Do You Get?
Upon replacement, you receive a new product of the same model. This may not be a refurbished or second-hand product, unless you agree to it.
Product No Longer Available?
If the original product is no longer available, the seller must offer an equivalent alternative. If you do not agree to this, you can dissolve the purchase and request a refund.
Costs of Replacement
Replacement is entirely free of charge. The seller may not charge additional costs for:
- The replacement product
- Shipping costs
- Installation (if this also applied to the original purchase)
- Disposal of the defective product
Use Compensation
The seller may not demand compensation for the period during which you used the defective product, even if it was several months.
New Warranty Period
With a replacement product, a new warranty period starts. This means you enjoy full warranty again, as if it were a new purchase.
Frequently Asked Questions about Replacement
When can I demand replacement?
You can demand replacement if repair is not possible, takes too long, is too expensive for the seller, or if previous repairs have failed. If you prefer replacement and this is reasonable, the seller must comply.
Do I have to pay for replacement?
No, replacement is free of charge. The seller may not charge for the product, shipping, installation, or removal of the old product.
What if the product is no longer in stock?
The seller must offer a comparable product. If you do not agree, you can dissolve the agreement and get your money back.
Does the warranty start over with replacement?
Yes, with a new product, a new warranty period of at least two years begins, with the same rights as the first purchase.
Can I choose between repair and replacement?
Yes, you may choose, provided your preference is reasonable. If replacement is much more expensive, for example, the seller may refuse with a valid reason.