Consumer knowledge
Tell a fault in the goods apart from having changed your mind about the purchase.
Goal: understand the basics and find the right official help route.
Translated from Swedish. Always rely on the Swedish text and the official source.
Show the original Swedish text
Konsumentkunskap
Skilj ett fel på varan från att du har ändrat dig om köpet.
- Konsumentköplagen gäller varor köpta av privatperson från företag, även begagnade.
- Ursprungliga fel kan reklameras till säljaren i tre år.
- Vid distansköp från företag gäller som regel 14 dagars ångerrätt; för varor från dagen efter mottagandet.
- Undantag finns, till exempel specialtillverkade och snabbt försämrade varor.
- Fysiska butiksköp har inte lagstadgad ångerrätt bara för att du ångrar dig.
- Kontrollera om säljaren är företag eller privatperson.
- Spara underlag och beskriv om det gäller fel eller ånger.
- Kontakta säljaren och läs tidsfrister och undantag hos Konsumentverket.
Reklamationsrätt är inte garanti mot alla skador. Garanti, ångerrätt och frivilligt öppet köp skiljer sig. Inget enskilt köp bedöms här.
Good to know
-
The Consumer Sales Act covers goods you buy as a private person from a company. It also covers second-hand goods. Source 1
-
You can report an original fault to the seller within three years. Source 1
-
Buying from a company online or from a distance usually gives you 14 days to cancel. For goods, the time starts the day after you receive them. Source 2
-
There are exceptions, such as goods made specially for you and goods that spoil quickly. Source 2
-
The law does not give you a right to cancel a shop purchase just because you regret it. Source 2
Three steps to get started
-
Check whether the seller is a company or a private person.
-
Keep documentation and describe whether it is a fault or a change of mind.
-
Contact the seller and read about deadlines and exceptions at the Swedish Consumer Agency.
A practical checklist to try. It does not add any legal requirements.
Important distinctions
The right to complain does not cover all damage. A warranty, the right to cancel certain purchases and a shop’s voluntary return offer are different. We do not assess your purchase.
Practice question
Show the right answer and explanation
A. A complaint about the fault.
A complaint is about faults; the right of withdrawal is about leaving certain purchases.
This question is practice, not a test. Answers are not saved.
Sources
-
Konsumentverket
Konsumentköplagen för konsument (opens in a new tab)“Du har reklamationsrätt i 3 år.”
-
Konsumentverket
Distansavtal och avtal utanför affärslokaler (opens in a new tab)“Du har ingen lagstadgad ångerrätt när du handlar i en fysisk butik.”
Checked . Check the source again before you act. Rules and contact routes can change.
In depth
Modules and guides
11 modules in this area. Everyone can read the modules marked Free. The rest are part of Premium.
11 modules in this area. You have Premium and can read everything.
No module matches. Try another word.
-
Buying, contracts and proof of purchase
Which law protects you when you shop, what applies to delivery, and why you should keep the receipt.
Buying, contracts and proof of purchase. Which law protects you when you shop, what applies to delivery, and why you should keep the receipt.When does the Consumer Sales Act apply?
The Consumer Sales Act protects you when you buy goods from a company as a private person. It also applies to used goods and to goods you buy at a reduced price, for example in a sale. "Goods" means all kinds of movable things, such as clothes, furniture, electronics, cars, food and animals.
The law is mandatory. This means a company cannot give you worse terms than the law, even if the contract says something else.
When does it not apply?
- When you buy something from a private person. Then the Sale of Goods Act applies instead.
- When you buy a home or lease a car.
- When you shop for your company, even if it is a sole trader (enskild firma).
- When you buy a service, for example a repair. Then the Consumer Services Act applies.
Delivery: when should the goods arrive?
If you have not agreed on a time, the company must deliver without undue delay and no later than 30 days after the purchase. If the goods arrive late, you may have the right to cancel the purchase. That means you stop the purchase and get your money back.
The goods are delivered when you, or someone who takes them for you, has them in your hand. Until then, the company is responsible if the goods get lost or break.
Keep proof of purchase
If something goes wrong, you need to show what you bought, where and when. So keep receipts, order confirmations and emails from the company. When you shop online, take a screenshot of the product description, because the page can change later.
Tip: Take a photo of paper receipts with your phone. The text on receipts can fade over time.
Sources
-
Faulty goods and complaints
What counts as a fault, what you can demand from the company and in what order.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Faulty goods and complaints. What counts as a fault, what you can demand from the company and in what order.Vad betyder reklamation? Locked
Locked section. Part of Premium.
Vad räknas som fel? Locked
Locked section. Part of Premium.
Vad kan du kräva – och i vilken ordning? Locked
Locked section. Part of Premium.
Vänta med att betala och få ersättning för kostnader Locked
Locked section. Part of Premium.
Sources
-
Reasonable time and important deadlines
Two months, two years, three years and 14 days – the time limits that are good to know.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Reasonable time and important deadlines. Two months, two years, three years and 14 days – the time limits that are good to know.Vad betyder skälig tid? Locked
Locked section. Part of Premium.
Tre år att reklamera – och regeln om två år Locked
Locked section. Part of Premium.
Fler tidsgränser att känna till Locked
Locked section. Part of Premium.
Skriv ner datum direkt Locked
Locked section. Part of Premium.
Sources
-
Warranties, returns and exchanges
Three terms that are often confused with the right to complain about faulty goods, and how they differ.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Warranties, returns and exchanges. Three terms that are often confused with the right to complain about faulty goods, and how they differ.Vad är en garanti? Locked
Locked section. Part of Premium.
Garanti eller reklamation – vad är skillnaden? Locked
Locked section. Part of Premium.
Öppet köp och bytesrätt Locked
Locked section. Part of Premium.
Öppet köp är inte samma sak som ångerrätt Locked
Locked section. Part of Premium.
Sources
-
Buying from a distance and your right to cancel
When you have the right of withdrawal [the right to cancel certain purchases] for online, phone or at-home sales – and when you do not.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Buying from a distance and your right to cancel. When you have the right of withdrawal [the right to cancel certain purchases] for online, phone or at-home sales – and when you do not.Vad är ett distansköp? Locked
Locked section. Part of Premium.
14 dagars ångerrätt Locked
Locked section. Part of Premium.
Du får prova, men inte använda Locked
Locked section. Part of Premium.
Köp som inte går att ångra Locked
Locked section. Part of Premium.
Köp via telefon måste godkännas skriftligen Locked
Locked section. Part of Premium.
Sources
-
Subscriptions and cancelling
Minimum contract period, notice period and subscription traps – and how you cancel or object.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Subscriptions and cancelling. Minimum contract period, notice period and subscription traps – and how you cancel or object.Bindningstid och uppsägningstid Locked
Locked section. Part of Premium.
Säg upp skriftligt Locked
Locked section. Part of Premium.
Abonnemangsfällor: gratis som blev dyrt Locked
Locked section. Part of Premium.
Så protesterar du mot en felaktig faktura Locked
Locked section. Part of Premium.
Sources
-
Services and contracts with tradespeople
What konsumenttjänstlagen [the law on consumer services] protects, how you hire a tradesperson and how you complain about poor work.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Services and contracts with tradespeople. What konsumenttjänstlagen [the law on consumer services] protects, how you hire a tradesperson and how you complain about poor work.Konsumenttjänstlagen skyddar dig Locked
Locked section. Part of Premium.
Fem tips när du anlitar en hantverkare Locked
Locked section. Part of Premium.
Om arbetet blir fel Locked
Locked section. Part of Premium.
Vad kan du kräva? Locked
Locked section. Part of Premium.
Sources
-
Prices, fees and offers
What unit price means, which fees must be shown and how you can check a "sale price".
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Prices, fees and offers. What unit price means, which fees must be shown and how you can check a "sale price".Priset ska vara tydligt Locked
Locked section. Part of Premium.
Jämförpris: pris per kilo, liter eller meter Locked
Locked section. Part of Premium.
Regler för "sänkt pris" och rea Locked
Locked section. Part of Premium.
Ta reda på totalpriset innan du köper Locked
Locked section. Part of Premium.
Sources
-
Complaints, ARN and advice
Where you get free advice, how Allmänna reklamationsnämnden [the consumer complaints board] works and what it costs to file a complaint.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Complaints, ARN and advice. Where you get free advice, how Allmänna reklamationsnämnden [the consumer complaints board] works and what it costs to file a complaint.Börja alltid med företaget Locked
Locked section. Part of Premium.
Gratis råd och vägledning Locked
Locked section. Part of Premium.
Vad är ARN? Locked
Locked section. Part of Premium.
Så går en anmälan till Locked
Locked section. Part of Premium.
Sources
-
Fraud and safe online shopping
How you check an online shop, spot scam texts and what you do straight away if you have been tricked.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Fraud and safe online shopping. How you check an online shop, spot scam texts and what you do straight away if you have been tricked.Är webbutiken seriös? Locked
Locked section. Part of Premium.
Känn igen bluff-sms och bluffmejl Locked
Locked section. Part of Premium.
Om någon har tagit pengar från ditt konto Locked
Locked section. Part of Premium.
Paket eller faktura du inte har beställt Locked
Locked section. Part of Premium.
Sources
-
Guide: Complaining about faulty goods
Step by step: from when you find the fault to a reply from the company – and what you do if you and the company do not agree.
This module is only available in Swedish for now.
Part of Premium
This module and all other in-depth modules and guides are part of Premium.
You are logged in with a free account. Get Premium to read this module.
Launch price 49 SEK/month
Guide: Complaining about faulty goods. Step by step: from when you find the fault to a reply from the company – and what you do if you and the company do not agree.Kontrollera först: kan du reklamera? Locked
Locked section. Part of Premium.
Steg för steg: så reklamerar du Locked
Locked section. Part of Premium.
Exempel på vad du kan skriva Locked
Locked section. Part of Premium.
Dokument du behöver Locked
Locked section. Part of Premium.
Vad händer sedan? Locked
Locked section. Part of Premium.
Om företaget säger nej eller inte svarar Locked
Locked section. Part of Premium.
Vanliga misstag Locked
Locked section. Part of Premium.
Sources
General information, not individual legal, medical or financial advice.