Q: I bought an appliance with a two-year guarantee but after a year it broke down. I returned it to the shop and was told it was beyond repair. The seller could not replace it with a new one because the model I had purchased is no longer in stock.

Instead I was told to choose a similar appliance of the same value or a more expensive one. I would have to pay the difference in price if the appliance was more expensive.

I was not satisfied with this offer because appliances of the same value did not have the same specifications as the one I had purchased and I wasn’t willing to fork out more money. The seller has now offered me a credit note.

What are my rights? Can I refuse the credit note and ask for a cash refund?

A: The Consumer Affairs Act says that a consumer may claim a part or full refund whenever a defective product can neither be repaired nor replaced.

Hence, you may refuse the credit note and insist with the seller for your money back. If you accept the credit note, you forfeit your right to a cash refund provided for in the law.

If you do not manage to reach an amicable solution with the seller, you may file a complaint with the Office for Consumer Affairs.