When something breaks down, we tend to act in a rush: call a repair shop, pay up, or buy a replacement. Yet in most cases, a methodical approach will get you a free repair or replacement. Here are the steps.
Step 1 — Check whether the device is still covered
Start from the purchase date (or delivery date) and count:
- 2 years under France’s legal guarantee of conformity (1 year for second-hand goods);
- the manufacturer’s commercial warranty, if it lasts longer;
- any extended warranty you purchased.
If you’re within any of these periods, you have rights. Don’t pay for anything just yet.
Step 2 — Put your file together
Before contacting anyone, gather:
- the dated proof of purchase (invoice, receipt, order confirmation email);
- the device’s details (brand, model, serial number);
- a precise description of the fault, ideally with photos or video.
Step 3 — Contact the right party
For the legal guarantee, that’s the seller (the store or the online retailer), not the manufacturer. For the commercial warranty, follow the manufacturer’s terms. When in doubt, start with the seller: under French law, they’re the one who owes you the strongest protection.
Step 4 — Make your claim in writing
Use email or a letter (registered mail with acknowledgment of receipt for tricky cases). Include:
- your contact details and the purchase date;
- a description of the fault;
- the guarantee you’re invoking (“legal guarantee of conformity, article L.217-3 of the French Consumer Code”);
- your request: repair or replacement free of charge, within a reasonable time.
Putting it in writing creates a dated record — invaluable if the dispute drags on.
Step 5 — Know your rights on the outcome
- You choose between repair and replacement (unless your choice involves a disproportionate cost).
- The seller must act within a reasonable time (30 days) and at no cost to you (shipping, parts, labor).
- If nothing comes of it, you’re entitled to a price reduction or a refund.
- A repair extends the guarantee by 6 months; a replacement restarts the 2-year clock.
Step 6 — If things stall
If the seller drags their feet or refuses:
- Send a formal demand letter (mise en demeure) by registered mail.
- Refer the case to the consumer mediator (free of charge; contact details are on the invoice or the seller’s website).
- As a last resort, take it to the local court.
Most disputes get unstuck as soon as the written formal demand arrives.
The shortcut that saves the day
This whole process hinges on two pieces of information: am I still covered? and where is my proof of purchase? With Keept, both are one click away: the expiry date is calculated in advance and the invoice is filed with the item. You walk into the after-sales conversation with a ready-made case, instead of digging through drawers at the worst possible moment.