Post-Purchase Warranty & Repair

For an EU consumer, a seller’s 1-year warranty usually does not replace the EU legal guarantee. If the item is defective or not as described, the legal guarantee is normally the stronger claim, and the seller’s warranty is only an extra promise.

What matters next is whether your problem is a real fault and whether the seller is acting as a business seller. A 1-year warranty does not automatically end your statutory rights after one year.

Do this in order:

• Check the order page, invoice, and warranty text.

Save the seller name, order number, item description, delivery date, and the exact wording of the 1-year warranty. The delivery date matters because the guarantee period is usually counted from when you received the item, not from when you ordered it.

• Confirm the problem is a defect or non-conformity.

Examples are: the item stopped working, arrived damaged, is missing features promised on the listing, or is the wrong model. If the problem is ordinary wear, misuse, or accidental damage, the legal guarantee may not help.

• Write to the seller and say you are making a legal guarantee claim, not only a warranty claim.

Ask for repair, replacement, or refund depending on what the seller can offer. Include your order number, photos or video of the fault, and a short timeline of when the problem appeared.

• If the seller refuses because “the warranty is only 1 year,” ask them to confirm that refusal in writing and to give the exact reason.

That matters because a store warranty and a legal consumer guarantee are separate things.

If the seller is based outside your EU country, the exact enforcement route can depend on where the business is established and how AliExpress structures the sale. In that case, keep all proof and check the seller details on the order page, not only the marketplace chat.

If you still have an open marketplace dispute or buyer-protection case, use it as well, but do not treat it as a substitute for the legal guarantee claim. Marketplace deadlines can be shorter than consumer-law rights, so the safest move is to act as soon as you notice the defect.

If the seller will not resolve it, contact your national European Consumer Centre if the purchase was cross-border. Ask what evidence they need and mention the seller name, order number, delivery date, warranty text, and the seller’s refusal message.

Practical tip: take screenshots of the warranty wording and the product page now, because listings can change after you report the defect.

For a €30 item, you usually should not accept a repair in China unless the seller covers every shipping cost and gives you a clear written repair plan. If you want your money back, ask for a refund or replacement first, because sending a low-value item abroad for repair can leave you without the item, with extra shipping risk, and no clear end date.

Do this today:

• Reply in writing and say what you want: refund or replacement.
• If you are open to repair, only agree if the seller confirms all of these in writing:
• who pays shipping to China and return shipping back to you
• whether the parcel must be tracked and insured
• the exact repair address and reference number
• the date they expect the repaired item back
• Do not send the parcel until you have those terms. A vague message like “send for repair” is not enough.

The main trap is paying return postage for a €30 item. If the seller wants you to ship it to China at your cost, the repair can become more expensive than the item itself. Another risk is customs and tracking: if the parcel is lost or delayed on the way there, you need proof of posting and the tracking number to support any later claim.

What to check depends on where you bought it:

• If you bought through a marketplace with a dispute or buyer-protection case, check the case deadline and keep it open while you negotiate. Use the order number, the seller’s repair offer, and your photos or video as evidence.
• If you paid by card or PayPal, keep those options as backup if the seller and marketplace do not resolve it. Do not start a payment dispute unless you understand how it may affect the marketplace case, because the two processes can interact.
• If the seller is arguing that repair is the only option, ask them to point to the exact order policy or return policy that says so.

Save these items now:

• order confirmation
• seller messages offering repair instead of refund
• photos or video showing the fault
• payment proof
• any tracking number or return label
• the seller’s written repair terms

If the seller will not put the repair terms in writing, or refuses to cover shipping, the safest move is to reject the China repair and keep pushing for a refund through the marketplace or your payment provider. The missing fact that matters most is whether your marketplace case is still open, because that can decide whether you should negotiate first or escalate now.

Practical tip: before you agree to anything, ask the seller to confirm in one message whether they will pay both shipping legs and give you a tracked return, because that answer often shows whether the repair offer is real or just a way to delay a refund.

A seller’s warranty expiring does not automatically mean you have no remedy. In the EU, you may still have a separate legal guarantee claim if the defect was already there at delivery or is treated as a lack of conformity, but whether that applies depends on your country, the product, and the purchase date.

First, check which protection you are relying on.

• Seller’s warranty: this is the extra promise the seller gave. Its length and conditions are whatever the warranty terms say.
• Legal guarantee: this is the statutory consumer protection that may still apply even after the seller warranty ends. The exact period and rules can vary by country, so check your national consumer law or the wording on your invoice, order page, or retailer terms.

Next, gather the details that matter most:

• Your order confirmation or invoice, to prove the purchase date
• The warranty terms, to see exactly when the seller warranty ended
• Clear photos or a short video showing the defect
• The serial number, if the product has one
• Any messages about when the fault first appeared

The timing matters because the key question is not only when you noticed the defect, but whether it likely existed earlier. If the item broke from normal wear, misuse, or accidental damage after the warranty ended, a legal guarantee claim is usually harder. If the defect appeared soon after delivery or looks like an underlying fault, you may still have a case.

Then contact the seller using the order number and ask for a repair, replacement, or other remedy under the legal guarantee, not just under the seller warranty. Be specific:

• Say the seller warranty has expired.
• State when the defect appeared.
• Attach the photos/video and your invoice.
• Ask which remedy they will offer and what deadline they need to reply by.

If the marketplace shows the seller as a third-party trader, contact the seller named on the order details first, because that is usually the party responsible for the legal guarantee claim. If the order was sold directly by the marketplace itself, contact the marketplace support channel and use the same evidence.

If the seller says the warranty ended, ask them to confirm in writing whether they are rejecting the claim because of the warranty end date or because they believe the defect was caused by misuse. That distinction matters if you later need help from a consumer body or dispute service.

If the item is outside both the seller warranty and your country’s legal guarantee period, your realistic options may be a paid repair, manufacturer service, or goodwill help from the seller. Check the warranty end date and your delivery date before you accept a refusal.

Practical tip: Save one screenshot showing the delivery date and another showing the warranty terms, because those two dates usually decide whether your claim is still open.

Yes, you can ask for a replacement instead of a repair, and under EU consumer rules the seller cannot automatically force repair in every case. But you cannot always insist on replacement: the seller may refuse if a replacement is impossible or would cost much more than repair.

What usually matters is whether the fault can be fixed properly, quickly, and without major inconvenience. If repair would leave you without the item for a long time, or if the same defect is likely to come back, replacement is often the stronger request. If the seller says replacement is impossible because the model is discontinued or out of stock, that can change the outcome.

Do this now:

• Check who the seller is on the order confirmation or invoice. On a marketplace order, the platform is not always the legal seller.
• Save proof that the item is faulty: photos, a short video, and a clear description of the problem.
• Write to the seller and say you want a replacement, not a repair. Include the order number, the date you noticed the fault, and the evidence.
• Ask the seller to confirm, in writing, whether they are refusing replacement and on what ground: impossibility, disproportionate cost, or another reason.

If the seller offers repair and you want replacement, ask these practical questions:

• How long will the repair take?
• Who pays return shipping?
• Will the item be replaced with the same model or an equivalent one if repair fails?
• What happens if the fault returns after repair?

If the seller says repair is the only option, your next step depends on the reason. If they simply prefer repair without explaining why replacement is not available or reasonable, ask them to point to the contract terms or the consumer rule they rely on. If they say replacement is unavailable, ask whether they can offer another remedy, such as a price reduction or ending the contract, if the fault is serious and cannot be fixed properly. The exact remedy can depend on the seller, the product, and the national law that implements EU rules.

If you bought through a marketplace, keep all messages inside the platform as well as by email if possible. That gives you a record of what the seller promised and whether they accepted your request for replacement.

Practical tip: when you send your message, attach the fault video and write one sentence saying why repair is not suitable for you, for example “the item is needed daily and I cannot be without it for a repair period.”

Not automatically. In the EU, a seller can often offer repair or replacement first if the item is faulty, and a refund usually depends on whether repair is an acceptable remedy in your case, or whether it fails, takes too long, or cannot fix the problem.

What you should do now is check whether this is a defect/non-conformity claim or just a goodwill warranty repair. That difference matters:

• If the item arrived damaged, does not work, or is not as described, you usually have stronger statutory consumer rights than under a voluntary warranty.
• If the seller is only offering a repair under a commercial warranty, the warranty terms may limit whether you can insist on a refund.
• If the seller is using the legal guarantee process, refund rights can depend on your country’s implementation of EU law and on whether repair or replacement is a suitable fix.

Ask the seller, in writing, to confirm three things:

• Whether the repair offer is based on the legal guarantee or a voluntary warranty
• Whether they will pay shipping both ways, if the item has to be sent back
• What happens if the repair does not solve the fault, or if the repair would take too long

That written reply matters because it shows which rules they are relying on and gives you a record if you later need to escalate.

If you want a refund, say clearly that you do not agree to repair as the only solution and that you want the seller to explain why a refund is refused. Include:

• Order number
• Date of purchase
• A short description of the fault
• Photos or video of the defect
• All messages where the seller offered repair

If the seller’s repair offer is reasonable and the item can be fixed, they may be allowed to insist on repair first. If the fault is serious, if repair fails, if the same problem comes back, or if repair would leave you without the item for an unreasonable time, you have a stronger argument for refund or another remedy. The exact threshold depends on your country and the facts of the case.

If the seller says “repair only” but the item was never properly delivered, arrived damaged in transit, or is clearly not what you ordered, do not let the issue be treated as a normal repair case. In that situation, point to the delivery problem or mismatch and ask the seller to address the fault directly.

If you bought through a marketplace, keep the platform case open while you ask the seller for a written explanation. The marketplace may have its own dispute process, but it does not replace your underlying consumer claim.

Practical tip: save one screenshot showing the seller’s repair offer and one showing the product fault, because those two items usually decide whether your request is treated as a repair case or a refund case.

The fastest way to tell is this: the EU legal guarantee usually applies when the product was faulty, damaged, incomplete, or not as described when you got it, or when it does not match the promised features. A seller’s warranty is separate and only applies if the seller or manufacturer made an extra written promise that covers your specific problem.

Start by checking what kind of problem you actually have.

• If the item arrived broken, missing parts, wrong, counterfeit-looking, or unlike the listing, that points to the EU legal guarantee.
• If the item worked at first but now has a defect during normal use, it may still be a legal-guarantee issue, especially if the fault is not from wear, misuse, or accidental damage.
• If the problem is ordinary wear, accidental damage, water damage, a drop, or a modification you made, it usually does not fit the legal guarantee. It may only be covered if the seller’s warranty says so.

Then check the seller’s warranty terms, not just the product page headline. A real warranty claim depends on the wording in the warranty card, listing, invoice, order confirmation, or manufacturer terms. Look for:

• the warranty length
• what parts or failures are covered
• exclusions, such as damage from misuse or normal wear
• any claim steps, such as registration, proof of purchase, or return of the item

A common trap is assuming “1-year warranty” on the listing means that is your only protection. It does not automatically replace the legal guarantee. Another trap is assuming every defect is a warranty defect. If the product was not as promised from the start, that is often a conformity problem, not just a warranty issue.

The single most important fact is whether the issue was present at delivery or became clear during normal use. If you are not sure, compare the fault with:

• the order page and product description
• any photos, size, model, colour, or feature promises
• the condition of the parcel when it arrived

Save evidence before you contact anyone:

• order number and invoice
• screenshots of the listing and warranty text
• photos or video of the defect
• delivery tracking or parcel photos if the item arrived damaged
• your messages with the seller

If the issue matches the product description or appears to be a defect, contact the seller first and say you want to use the legal guarantee. Include the order number, a short description of the fault, and photos. Ask what remedy they are offering: repair, replacement, or another solution allowed under the law or their process.

If the issue is covered only by the seller’s warranty, contact the seller or manufacturer named in the warranty terms and ask for the claim procedure, what proof they need, and whether any registration or original-document requirement applies. Keep the warranty wording, because the exact steps depend on that document.

If you are unsure which route applies, ask the seller one direct question: “Is this claim being handled under the legal guarantee or under your warranty, and what evidence do you need from me?” That forces a clear answer and gives you a record of their position.

Practical tip: take one close photo of the defect and one wider photo showing the whole product and its label or serial number, because those two images often help separate a legal-guarantee claim from a warranty-only claim.

Not automatically. If the item is faulty, EU consumer rules often let the seller start with repair, but a refund or replacement can become the better remedy if repair would cause significant inconvenience or if you need the item for a time-sensitive work deadline.

What to do now:

• Tell the seller, in writing, that the item is essential for work and ask for their proposed repair timeframe.
• Ask whether they can offer a replacement or another immediate solution while the item is being handled.
• Make clear that a repair is not acceptable if it would leave you without the item during a critical work period.

The key question is not just whether the item is repairable. It is whether repair can be done within a reasonable time and without significant inconvenience. If you need the item for an upcoming job, shift, delivery run, client appointment, or other work deadline, that can matter a lot. Save anything that shows the timing, such as a work order, booking, contract, deadline email, or schedule.

If the seller says “it can be repaired,” ask for these details:

• the expected repair time
• whether they will cover shipping or collection
• whether you will receive a loan item or replacement
• the exact defect they are relying on
• a written reference number for the case

If the repair would mean you cannot work, say so clearly. For example: “I need this item for work on [date]. A repair now would cause significant inconvenience because I would be without the item during that period. Please confirm whether you will offer a replacement or refund instead.”

If the seller agrees that repair would take too long, a refund is more realistic. If the seller refuses, your next step depends on where you bought it:

• If you bought through a marketplace, check the order page for the dispute or complaint process and use the seller’s written refusal as evidence.
• If you paid by card or another payment method with a dispute process, keep the seller messages, order details, and proof of the defect in case you need to challenge the payment later.
• If the seller is a trader in the EU, your national consumer rules may matter, so check the consumer-protection body in your country if the seller will not budge.

Do not rely on “repairable” as the final answer. The practical issue is whether repair is a fair and timely remedy for your situation, especially if the item is needed now for work.

Practical tip: send one short message that includes your work deadline, asks for the repair timeline in writing, and states that you want a refund or replacement if the repair would make you miss that deadline.

No, you do not have to accept spare parts just because the seller prefers that solution. Under the EU legal guarantee, the seller must bring the product back into conformity, and that usually means a proper repair or replacement, not simply handing you parts to fix it yourself unless you agree to that.

What matters is whether the proposed fix actually solves the defect and whether it creates extra cost or hassle for you. A parts-only offer can be reasonable only if it is a genuine repair arrangement, for example the seller pays for installation or arranges a service visit. If the seller wants you to do the repair, check the message carefully: that is often not the same as the seller repairing the item.

Do this now:

• Reply in writing that you are asking for a repair or replacement, not just loose parts.
• Ask whether they are offering an authorised repair, who installs the parts, and who pays the labour, shipping, and any return costs.
• Ask them to confirm in writing how the product will be restored to proper working order and by when.
• Save the defect evidence: photos, videos, tracking/order number, and all messages about the fault and the proposed remedy.

If the seller says the parts are enough, the next question is whether that is realistic for your product and your situation. If the product is simple and the seller fully covers the installation, parts may be an acceptable remedy. If the product is complex, sealed, unsafe to open, under warranty service, or would require you to pay someone else to fit the parts, you can reasonably push back and ask for an actual repair or replacement instead.

If the seller insists that this is their final solution, ask them to state that clearly in writing and to confirm whether they are relying on the legal guarantee or on a separate commercial warranty. That distinction matters because a commercial warranty can have its own conditions, while the legal guarantee is the one that normally controls when a product is faulty at delivery or develops a defect within the applicable period. The exact rule can depend on your country, the seller’s location, and what the purchase documents say.

If you bought through a marketplace, also check the order page and the dispute or return record for the date you first reported the defect and any response deadline. Those dates can matter if you later need to escalate the case. If the marketplace gives you a case number, keep it with the seller’s written refusal or partial offer.

If the seller will not provide a proper remedy, move to the next escalation step available in your purchase channel: marketplace dispute, formal complaint to the seller, or payment-provider claim if your payment method allows one. Use the written messages and the product defect proof as your main evidence.

Practical tip: before agreeing to spare parts, ask one simple question in writing: “Will you also cover installation so the product is fully repaired, and if not, what is the exact repair solution you are offering?”

You usually need evidence that links the defect to the moment of delivery, not just proof that the item is faulty now. The strongest proof is clear photos or video taken as soon as you notice the problem, plus anything showing the parcel was unopened or damaged when it arrived.

Start with what you can document today:

• Take photos of the defect from several angles.
• Photograph the outer parcel, inner packaging, seals, and any damage, tears, dents, wet marks, or broken tape.
• Save the shipping label and tracking page showing the delivery date and status.
• Keep the order confirmation, product description, and seller messages.
• If possible, keep the item, packaging, and all accessories exactly as they are.

If you have not opened the parcel yet, film the unboxing before you remove the item. That is often the clearest evidence because it shows the condition of the package and the product together. If you already opened it, take photos immediately and do not throw away the packaging, since the box, filling material, and seals can still help show whether the defect was already present.

Timing matters. Report the defect as soon as you discover it, and say when the parcel was delivered and when you first checked the item. A complaint made very soon after delivery is usually easier to connect to the arrival condition than one made much later. If you waited days or weeks, keep any explanation that shows why you could not have noticed it earlier, such as the item being unopened, hidden in packaging, or only tested later.

If the package arrived visibly damaged, that is especially useful. Note the delivery date, take photos before disposing of anything, and mention the damage when you contact the seller or marketplace. If the outer parcel looked fine but the item was defective inside, focus on the unboxing record, the defect photos, and the short time between delivery and your complaint.

If the defect could also be caused by misuse, normal wear, or a later accident, your evidence should show that none of that happened. For example, save proof that the item was never used, or explain that the fault appeared on first use. If a repair shop or inspection report is available, it can help later, but it is not the first thing you need unless the seller disputes your claim.

When you contact the seller or marketplace, ask them what proof they need for a legal guarantee or defect claim. Include:

• order number
• delivery date
• photos or video
• a short description of the fault
• the exact moment you first noticed it

Do not rely only on a message saying “it arrived broken.” Show the condition, the timing, and the package details that connect the defect to delivery.

Practical tip: keep one folder with the delivery tracking, unboxing video, and your first complaint message, because those three items together usually matter more than any later explanation.

If the item is faulty and you are using the EU legal guarantee, the seller normally should not make you pay necessary shipping or inspection costs for the repair. If you are relying only on a separate commercial warranty, the warranty terms may be different, but they should not remove your legal rights.

What to do now:

• Check whether you are making a legal guarantee claim or a separate warranty claim. Look for wording such as “legal guarantee”, “commercial warranty”, “manufacturer warranty”, or “extended warranty” in the order page, invoice, or warranty document.
• If the item arrived faulty, stopped working normally, or has a defect that was not caused by misuse, tell the seller you are asking for a free repair under the legal guarantee. Ask them to confirm in writing:
• who pays the return shipping,
• whether they will reimburse any postage you pay upfront,
• whether any inspection fee will be charged.
• If the seller wants you to send the item back before confirming costs, ask for a written return label or written agreement that the return and inspection are covered. Do not rely on a chat promise that is hard to prove later.
• If the seller says an inspection fee applies, ask which exact clause supports that and whether the fee still applies if the defect is confirmed. For a genuine fault covered by the legal guarantee, you should question any charge for checking, repair, or resending the item.

A few practical details matter here:

• Keep the marketplace message thread, because it creates a clear record of who promised to pay.
• Save photos or short videos of the defect, the order number, and the date the problem first appeared. This is useful if the seller later says the item was damaged by you.
• If you send the parcel yourself, keep the tracking number and posting receipt. That helps if the seller later says nothing arrived.
• If the seller only offers a paid repair, check whether they are talking about the legal guarantee or an extra warranty service. Those are not the same thing.

If the seller refuses free shipping or inspection costs and the item is still within the legal guarantee, reply once more in writing and ask them to state the refusal clearly, with the reason. If you bought through a marketplace, you can usually use that record when escalating the case. If the seller claims the fault is due to misuse or that no defect exists, the next step depends on what your proof shows and what the seller’s inspection report says.

Practical tip: Before you post the item, ask the seller to confirm in writing that they will cover both the return postage and any inspection cost if the repair is accepted under warranty.

If the repaired item comes back with the same defect, do not treat the repair as finished. You should report it back immediately with proof that the original problem is still there, and ask the seller or repair provider for the next remedy they will offer.

First, check the item as soon as you receive it and keep everything that came back with it:

• the return parcel and outer box
• the repair note or service report
• the return label or tracking number
• photos or a short video showing the same fault
• the original order number and any previous complaint number

This matters because the seller may say the item was repaired, but your photos and the repair paperwork can show that the same defect remained, or that a different problem appeared during return transit.

Then contact the party that handled the repair. If the seller arranged the repair, start with the seller. If a marketplace case is still open, reply in that case so the history stays together. Include:

• your order number
• the repair reference number
• the date you received the item back
• a short description of the defect that is still present
• clear evidence of the fault

Ask a direct question: “The item came back with the same defect. What do you want to do next: another repair, replacement, or another remedy under the warranty or sale terms?”

If the item now has new damage, say that separately. The next step may depend on whether the damage happened in return shipping, in the repair workshop, or before the item was sent back. Keep the parcel and packing in case someone needs to check the condition on arrival.

If the seller says the repair is complete but the fault remains, ask for that statement in writing and ask them to confirm the next deadline for response. Do not rely on a phone call alone. The key issue is whether the seller accepts that the original defect was not fixed.

If the seller refuses to help, the next step depends on how you paid and where you bought:

• If you bought through a marketplace, use the same order dispute or complaint channel and upload the repair proof.
• If you paid by card, bank transfer service, or another payment provider, check that provider’s dispute window and what proof they need, because time limits vary.
• If you are relying on a legal warranty or consumer guarantee, check the warranty terms and your country’s consumer rules, because the available remedy can depend on the seller, product, and purchase date.

The most useful evidence is the repair report plus proof that the defect is still present after return. Those two items usually matter more than general screenshots or chat messages.

Practical tip: film a short unboxing video when you open the repaired parcel, especially if the item is fragile, because it helps show both the condition on arrival and whether the original defect was still there.

Yes, often it does. A seller cannot usually avoid the EU legal guarantee just by writing “used” or “refurbished” on the listing. What changes is the level of quality you can reasonably expect, and in some cases the guarantee period for used goods may be limited if that limit was clearly agreed and allowed by the applicable law.

What to check first:

• Whether the seller is a trader/business or a private individual. The EU legal guarantee is a consumer protection against a trader, not against a private seller.
• The exact wording in the listing, order confirmation, invoice, and any message from the seller. Look for phrases like “used,” “refurbished,” “sold as seen,” “with defects,” or “no warranty.”
• Whether the fault was disclosed before you bought it. A seller can rely on a reduced expectation for visible wear or a known defect, but not on a hidden problem that was not clearly described.

If the seller is a trader and the defect was not clearly disclosed, you can usually complain under the legal guarantee even if the item was sold as used or refurbished. The key point is whether the item matches the description and works as a buyer would reasonably expect for that condition.

If the seller says the guarantee does not apply because the item was “used,” ask them to point to the exact term they rely on:

• the order page or terms of sale,
• the clause about used or refurbished goods,
• and the date from which the shorter guarantee period would run, if they claim one.

If the item was sold as refurbished, check whether the problem is outside what “refurbished” should cover. For example, normal cosmetic marks may be acceptable if they were described, but a serious fault, missing function, or a defect not mentioned in the listing may still be a guarantee issue.

Keep this evidence:

• the product page or listing screenshot,
• the invoice or order confirmation,
• the seller’s messages about condition or defects,
• photos or video of the fault,
• the tracking or delivery record if the item arrived damaged.

If the seller is a private individual, the EU consumer legal guarantee may not apply. In that case, the next step is usually the marketplace’s buyer protection rules or any voluntary promise the seller made in writing.

Practical tip: save the exact words “used” or “refurbished” from the listing before you complain, because that wording is what decides whether the seller can lawfully limit the guarantee.