top cx logo
cx logo
Explorearrow down
search icon
Explore
arrow down

French shops mis-sold guarantees for faulty goods: Orange, Darty, SFR

Shops are obliged to fix or replace faulty items free of charge within two years, under certain conditions, but many sold guarantees instead withough informing people of legal rights

Darty logo

Darty did not inform some customers of their free legal rights Pic: ricochet64/Shutterstock

Some shops, including big brands, are still failing to inform customers that their purchases are covered by a legal guarantee, a study by the official consumer standards enforcer has found.

A two-year garantie légale de conformité has existed since 2014 and was extended this year to digital goods, such as computer games and subscriptions to online services.

It obliges shops to fix or replace items including electrical goods, motorised garden equipment, toys, game consoles, sports equipment, watches, lights, sunglasses and furniture if they do not work properly during two years after purchase.

Read more: The good, the bad and the ugly of customer service in France

Shops should also inform customers of this right and mention it on receipts (these rules do not apply to online sales). 

However, checks by anti-fraud and consumer protection body DGCCRF in 2019 and 2020 resulted in 400 formal warnings, 370 formal instructions and 70 fines against businesses.

Even big brands did not inform customers

Among those sanctioned were Orange, Darty, SFR and Boulanger, which were found to be selling separate paid-for commercial guarantees without properly informing customers of their free legal rights.

 

Note, however, that shops’ own guarantees might offer additional cover, compared to the legal one. For example, the latter relates only to issues linked to a fault existing at the time of purchase. 

DGCCRF has information on the guarantee and has a web platform, signal.conso.gouv.fr, where people can register complaints.

Related articles

Winter sales 2022 begin today in France: Know your rights

Which supermarket in France is the cheapest? Tests show 17% difference

Did you know: First department store in world opened in France in 1852

Resident or second-home owner in France?
Benefit from our daily digest of headlines and how-to's to help you make the most of life in France
By joining the newsletter, you agree to our Terms & Conditions and Privacy Policy
See more popular articles
The Connexion Help Guides
featured helpguide
Healthcare in France*
Featured Help Guide
- Understand the French healthcare system, how you access it and how you are reimbursed - Useful if you are new to the French healthcare system or want a more in-depth understanding - Reader question and answer section Aimed at non-French nationals living here, the guide gives an overview of what you are (and are not) covered for. There is also information for second-home owners and regular visitors.
Get news, views and information from France
You have 2 free subscriber articles left
Subscribe now to read unlimited articles and exclusive content
Already a subscriber? Log in now