Posted: Mon Jan 10, 2022 3:10pm
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