Q: A few weeks ago I bought a necklace for €500. Some days later some of its stones started to fall off. When I went back to the shop, the customer care personnel offered to replace the necklace with another model that I liked.

My problem is that the new necklace is about €100 cheaper than the one I originally bought. If I accept the new necklace, am I entitled to the difference in price or at least to a credit note?

A: When we buy a product that results defective, the law entitles us to either free repair or replacement. When replacement is opted for, the new product must be the same as the one purchased. You are therefore not obliged to accept a different necklace, more so since this necklace costs less.

If the retailer is unable to replace the necklace you bought with a similar one, you can claim your money back. You may also opt to accept the necklace offered by the retailer with the condition that he gives you a refund of the difference in price in cash, i.e. €100.

If you do not manage to solve your complaint, contact the Consumer and Competition Department and file a complaint. You may do so by calling Freephone 8007 4400.