Posted: Sun Feb 9, 2020 12:22am
Hi Heather,
Consumer goods in Spain have a 2 year guarantee. Within the first 6 months of purchase, faults are deemed to have been present at manufacture; for the remaining 18 months, liability rests with the consumer to prove that there was a manufacturing fault.
Your oven failed within the first 6 months and it is the shop's responsibility to repair, replace or refund. If this requires liaison with the manufacturer, the shop is responsible for doing this, not you. It is also illegal not to have Hoja de Reclamaciones forms available.
Although you say you paid cash, I assume you still obtained a receipt?
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/spain/index_en.htm
If I were you, I'd print out a copy of the above information, highlight the retailer's specific responsibilities and if they still refuse to help, ask for the complaints book again. If they fail to provide it, remain in the shop and call the Policia Local. This is not wasting police time, these are the sorts of issues that the Policia Local deal with (along with monitoring school crossings). Friends of mine did this when a tile retailer refused to give them a refund for tiles they had ordered 6 months earlier. The Policia Local listened to both sides of the story and then ordered the retailer to issue the refund. The clue is in the name: "local" police.
Good luck!
Kind regards,
Kim