If the product fails repeatedly, can I request a replacement or a refund?
Yes. If the same fault recurs within the warranty period, if the fault cannot be repaired, or if the maximum repair time is exceeded, you may request replacement with a defect-free equivalent or a refund. As the consumer, you decide which of the remedies under Article 11 of Law No. 6502 you will use.
For defective goods, the consumer has four remedies (Law 6502 art. 11): withdrawal from the contract and refund, price reduction, free repair, and replacement with a defect-free equivalent. The right to choose belongs to the consumer; the seller cannot force you into a single solution.
Article 9 of the Warranty Certificate Regulation additionally provides the following: if the fault recurs within the warranty period, if it is established that the goods cannot be repaired, or if the maximum repair time is exceeded, replacement or a refund may be requested.
Keep records to strengthen your claim:
- Keep every service intake/release document
- Report the fault dates and symptoms in writing
- If possible, attach a photo or video of the moment of failure
Furthermore, even if the defect appears later, unless otherwise agreed you may bring a claim within the two-year limitation period from delivery (art. 12). Submit your request through the contact page.