Better warranties for consumers in Spain

Hi Kim

thank you for all your useful information you kindly share.

May I ask if there is an official sight we can look at this information as well as show to vendors who dispute this.  

My friends have recently had a issue with the Chinese stores who seem to decide a warranty period they deem appropriate.  I am not personally sure of the whole conflict but the police were involved and eventually the consumer authorities.

Thank you for your help, if it’s possible.  

Hi Q,

This is a simplified description of the new law - see section C):

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I notice that your location is showing as Benijofar and I wonder whether the Chinese bazaar where your friends have experienced difficulties is the large one on the way to Quesada?  I've had problems in that one - they have hand-made signs behind the tills stating no cash refunds given, but they also refused me an exchange for a faulty item.  I asked for the Hojas de Reclamaciónes (official complaints book), at which point they became very abusive, but I stood my ground and eventually got an exchange, but they'll never have my custom again.

Kind regards, 

Kim

This post is not accurate.

While this change may be valid in Spain, please note that the EU did not mandate a 3 year warranty. The minimum is still 2 years, see: https://europa.eu/youreurope/business/dealing-with-customers/consumer-contracts-guarantees/consumer-guarantees/index_en.htm

I would remove "across EU" from the article.

Cheers!

It´s not my article to "remove" anything.  The change became law in Spain on 1 January 2022; please note that the date on the link you have provided states 26 March 2021.

Cheers!

LMHO 🤣 it will never happen here consumers are treated like sh*t in Spain

Good news with a big BUT. Consumer protection laws have been EU inspired for decades and the UK had a reputation for  introducing them in timely fashion. That was then backed up by a highly efficient Ombudsman service and gov. regulator FSA etc. 

Spain appears to have no efficient or willing(?) enforcer. One reads time and again on social media consumers being treated as third class citizens in Spain with little or no recourse to enforcement agencies.  (I won't even start to talk about care hire....  )   So, the law exists but how best to use it?? 😎

I recently transfered £5000 to the wrong Bank in Spain.

Both the client and the bank have now closed.The Bank is Caja Rural Ctr

My bank the Halifax have .tried to get it back without success . I have emailed them without a reply I would like to know what to do next if anyone can  help.

Janet 

Please take a look here: https://www.ruralcentral.es/en/customer-service

Section Complaints and Claims. There is clear escalation path. When using physical post, make sure it's registered post so you have proof.

Hi Richmond, 

At Spanish government level, AECON (the State agency responsible for consumer affairs) co-ordinates 11 different consumer associations, such as banking, retail, food, health and safety, etc. to develop Spanish law and policy in line with EU legislation.  Application of this law is devolved to the regional governments.  OCU is the association with primary responsibility for consumer issues relating to products and services:

https://www.ocu.org/ 

Official complaints made via the "Hojas de Reclamaciones" (complaints book) are submitted to the local OCU office, usually located at Town Halls, although larger districts may have a dedicated office.  Usually, asking for the complaints book achieves the desired result, although I once had to resort to the complaints book in a Chinese bazaar.  I've returned a faulty tablet to Media Markt,  obtained a repair for a faulty fridge-freezer from Tien21, and returned a top to Zara simply because I changed my mind when I got home, and I had no difficulties in doing so.  I always retain receipts, guarantees, register electronic goods and high value items on the manufacturer's website, and know the approach I'm going to take with the retailer before I return there.  Knowing your rights and asserting them quietly and firmly is the best approach - being aggressive and shouting won't help.

I think some of the problems with foreigners in Spain, including Brits, is that they assume their rights are the same as in their home country - even though it's many years since M&S gave cash refunds for returning goods without a receipt! 😄  

Kind regards, 

Kim