Consumer Disputes in France: How to Defend Your Rights
Defective product, non-compliant service, refused refund? Discover all the steps to resolve a dispute with a professional and have your consumer rights respected.
Your fundamental consumer rights
Right of withdrawal
14 days to change your mind on online, phone or doorstep purchases. No justification or penalty required.
Legal conformity guarantee
2 years for any product not conforming to description or defective. Free repair, exchange or refund.
Steps to resolve a dispute
- 1
Contact customer service
First mandatory step. Clearly explain your problem by phone, email or online form.
- 2
Send a written complaint
If no satisfactory response, send a registered letter with acknowledgment of receipt to the consumer service.
- 3
Contact the mediator
Every professional must offer a free mediator. Mediation is free and usually takes 90 days.
- 4
Report on SignalConso
Report the problem on signal.conso.gouv.fr. The DGCCRF can investigate and sanction the professional.
- 5
Go to court
As a last resort, file a case with the judicial court. Legal aid is available based on income.
SignalConso and the DGCCRF
signal.conso.gouv.fr
Free government platform to report problems with professionals. Your report is forwarded to the company which has 60 days to respond.
- • Report in 5 minutes
- • Anonymity preserved if you wish
- • Track the company's response
Sources
- DGCCRF - economie.gouv.fr/dgccrf
- SignalConso - signal.conso.gouv.fr