In case of a problem, first send a written complaint (e.g. an e-mail) to the vendor concerned. If you have paid using a credit card, also send a written complaint to the credit card company. Contact us if you need help on what your complaint should contain or how it should be written, tel. 029 553 9500, Mon to Fri 9.00–12.00.
Calls (including waiting time) to telephone numbers beginning 0295 are charged at the local network rate if made from a landline, and at the mobile network rate if made from a mobile phone. The actual rate depends on the caller’s agreement with the telephone operator. The operator may charge an initial fee in addition to the time-based rate. Calls to these numbers are not included in most free call packages.
Contacting the European Consumer Centre if you have already made a purchase and need assistance
Use this form if the enterprise has not responded to your complaint within the specified time, or you are not satisfied with the answer.
To fill in this form, you will need Adobe Reader 8.1 or newer. Read the PDF-guide for further information.
It is particularly important to give the details of the product bought, the vendor and the problem found. It is also usually necessary to know what the nature of your claim is. Append your order confirmation, the complaint you sent to the vendor, the vendor’s response (if any) and proof of payment if your claim includes a demand for a refund.
Inquiry in case of a purchase from abroad that you have not made yet
Use this form if you need information on your rights in another EU Member State.