A phone call leaves no trace. As soon as a warranty dispute stalls, put it in writing: it dates your claim, formally asserts your rights, and unblocks most situations. Here is a template you can adapt — built around French consumer law, where the legal guarantee of conformity (2 years) makes the seller responsible for defects.
When to use it
- The seller is slow to handle your warranty claim.
- They redirect you to the manufacturer, even though, under French law, the legal guarantee of conformity is the seller’s responsibility.
- They dispute coverage or want to charge you for a repair that is in fact covered.
- You want to keep dated proof of your claim.
For a serious dispute, send it by registered mail with acknowledgment of receipt (lettre recommandée avec accusé de réception).
The template
French version (the one to send):
[Vos nom, prénom, adresse] [Nom et adresse du vendeur]
Objet : mise en œuvre de la garantie légale de conformité — [marque et modèle de l’appareil] Lettre recommandée avec accusé de réception
Madame, Monsieur,
Le [date d’achat], j’ai acheté dans votre établissement (ou sur votre site) le produit suivant : [marque, modèle, n° de série], pour un montant de [prix] €, comme en atteste la preuve d’achat jointe.
Or, depuis le [date d’apparition du défaut], cet appareil présente le défaut suivant : [description précise de la panne]. Ce défaut rend le bien impropre à son usage normal.
Ce produit étant couvert par la garantie légale de conformité (articles L.217‑3 et suivants du Code de la consommation), je vous demande de procéder, sans frais et dans un délai de 30 jours, à sa [réparation / remplacement].
Je vous rappelle que, le défaut étant apparu dans les vingt-quatre mois suivant la livraison, il est présumé exister au moment de l’achat, sauf preuve contraire à votre charge.
À défaut de réponse satisfaisante dans ce délai, je me réserve le droit de saisir le médiateur de la consommation puis, le cas échéant, la juridiction compétente.
Je vous prie d’agréer, Madame, Monsieur, l’expression de mes salutations distinguées.
[Date et signature] Pièce jointe : copie de la preuve d’achat.
English translation (for reference only — do not send this version):
[Your name and address] [Seller’s name and address]
Subject: enforcement of the legal guarantee of conformity — [brand and model of the device] Registered letter with acknowledgment of receipt
Dear Sir or Madam,
On [purchase date], I purchased from your store (or your website) the following product: [brand, model, serial number], for the amount of [price] €, as shown in the attached proof of purchase.
Since [date the defect appeared], this device has shown the following defect: [precise description of the fault]. This defect makes the product unfit for its normal use.
As this product is covered by the legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code), I request that you [repair / replace] it, free of charge and within 30 days.
May I remind you that, since the defect appeared within twenty-four months of delivery, it is presumed to have existed at the time of purchase, unless you can prove otherwise.
Failing a satisfactory response within this period, I reserve the right to refer the matter to the consumer mediator and, if necessary, to the competent court.
Yours faithfully,
[Date and signature] Enclosure: copy of the proof of purchase.
What to attach and keep
- a copy (never the original) of the proof of purchase;
- photos of the defect, if relevant;
- a copy of the letter and the acknowledgment of receipt.
If that’s not enough
- Consumer mediator (médiateur de la consommation) — free of charge; in France, the mediator’s contact details must appear on the invoice or the seller’s website.
- Local court (tribunal de proximité) — as a last resort, for disputes that won’t go away.
Have the whole file ready in seconds
This letter assumes you have the exact purchase date, the device reference and the proof of purchase at hand. With Keept, those three pieces are already gathered for every item: you fill in the template in a few minutes instead of digging through drawers and inboxes. And because the app warns you before the deadline, you act while the guarantee still applies.