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Consumer Affairs

  • A question about warranty

    Q: Ten months ago I bought a tablet from a retail shop with a one-year commercial guarantee. A few weeks ago, I took it back to the seller as  it was not working. After some hassle, the seller finally agreed to replace the defective tablet with a...

  • Who is responsible for damages suffered?

    Q: I bought a product manufactured in a EU country but imported and distributed by a local firm. Who is responsible if I am injured due to a defect in the product? Can the local seller or manufacturer waive their liability if a waiver form is...

  • Disclaimer

    The information published in this page is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For more information, call the Office for Consumer...

  • Alternative dispute resolution for complaints by consumers

    Alternative dispute resolution for complaints by consumers

    From time to time consumers encounter problems with the products or services purchased. Fortunately, most of these problems are resolved directly with the seller after the consumer complains about the shortcomings encountered. However, there are...

  • Ordered tiles not delivered

    Q: More than two months ago I ordered some tiles from a local retailer. To date these tiles have not yet been delivered. Whenever I ask the seller when the delivery will take place, I am always told ‘next week’ but the delivery never happens. Now...

  • Weekly consumer advice

    • Through ADR consumers may obtain the help needed to resolve disputes with traders and service providers without going to court. • The role of an ADR entity is to bring conflicting parties together to reach an amicable solution. • The Complaints...

  • Disclaimer

    The information published in this page is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For more information, call the Office for Consumer...

  • Shopping online safely: rights and responsibilities

    Shopping online safely: rights and responsibilities

    The internet provides us with a wide variety of products and services to choose from and the comfort to buy from home any time of the day, seven days a week. The internet is also a great place to compare products and prices and therefore make good...

  • Shoes not fit for purpose

    Q: Some months ago I purchased a pair of shoes. From the very first day I wore them, I felt unstable on them and so only wore them a few times. When I wore them, I felt the heels moving. I took the shoes to a shoemaker to have them checked and...

  • Weekly consumer advice

    Weekly  consumer advice

    ■ When buying from an online seller for the first time we should make sure that we know who the seller is, from where he operates and how to get in contact with him. ■ Before placing an order, we should make sure that we know exactly how much the...

  • Disclaimer

    The information published in this page is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For more information, call the Office for Consumer...

  • Paying deposits

    Paying deposits

    Deposits are normally paid after a sales agreement is concluded with a trader for the provision of goods.  Such agreements are legally binding and consumers are committed to proceed with the purchase by fully paying for the good or service when it...

  • ‘No refund’ policy

    Q: I have a retail shop and would like to know the correct wording I should use to inform my clients that the shop does not issue refunds. A: A retail outlet can adopt a no-refund policy only when consumers change their mind about a purchase made,...

  • Am I entitled to a new guarantee?

    Q: I bought a water heater with a five-year commercial guarantee. After three weeks, it turned out to be defective and was replaced with a new one. I would like to know if I am entitled to a five-year guarantee on the new water heater or do I get...

  • Group is first operator to meet EU requirements

    Kindred Group leads the online industry by becoming the first operator to successfully complete an external audit against the official 2014 EU Recommendation on Consumer Protection and Responsible Gambling (2014/478/EU) The group is committed to...

  • Weekly consumer advice

    • Consumers are obliged to honour sales agreements by paying for the goods or services provided to them. • Sellers are obliged to provide the product or service ordered at the priced and date agreed. • When consumers change their mind they do not...

  • Disclaimer

    The information published in this page is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For more information, call the Office for Consumer...

  • No remedy from your seller? This is what you should do...

    No remedy from your seller? This is what you should do...

    As consumers, we have the legal right to claim a free remedy from sellers when the goods they sell us are not as described, not fit for the purpose for which we require them and made known to the trader at the time of sale, not fit for the purpose...

  • Pizza plates not fit for purpose

    Q: A few weeks ago my father purchased two stone pizza plates/bases from a local seller. These were specifically bought to cook pizzas in the oven. However, when my father used them, the dough remained uncooked, even though he left it in the oven...

  • Purchase of second-hand vehicle

    Q: Last month I purchased a second-hand car from its previous owner. As soon as I started using it, I realised that there was an issue with its fuel pump. Basically, when going round a roundabout at normal speed, the car stalls and eventually stops.

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