The item is faulty: Check your statutory rights for faulty goods.
You have been given an extra promise: Read the guarantee.
You have changed your mind: Check your rights to cancel, exchange or return.
Statutory rights come from the law
When buying goods as a consumer, you can complain to the seller about a defect. The general period is two years from delivery, and you must also complain within a reasonable time after discovering the problem. Special rules can affect the deadline and remedy.
Statutory rights do not automatically cover all damage. Normal wear and tear and damage caused by misuse are generally different from a defect that was present at delivery.
Source: Forbrug.dk on statutory rights for faulty goods. See also the rule extending the complaint period from September 2026.
A guarantee is an extra promise
A seller or manufacturer may offer a guarantee. Its terms set out what it covers, whom to contact and how long it lasts. It may offer options beyond the protection provided by law.
An expired guarantee therefore does not necessarily mean your statutory rights have expired. Keep the guarantee terms, but also check the rules for your purchase.
Source: Forbrug.dk: guarantees or statutory rights.
Cancellation concerns changing your mind
When buying from a business online, you normally have 14 days from receiving the goods to notify the seller that you wish to cancel. There are exceptions, including certain custom-made goods and specific experiences.
In a physical shop, exchange and return rights normally depend on what the shop offers or what you have agreed. An item can therefore be fault-free without you being entitled to a refund.
Source: Forbrug.dk on the right to cancel.
What about second-hand goods and private sales?
Second-hand goods bought from a business also carry statutory rights. Age, condition and the information you were given affect what you can expect. A known and clearly disclosed issue is different from a hidden defect.
Different rules apply when buying from a private individual, and you may agree on limitations. Check who the actual seller is, including on a marketplace.
Source: Forbrug.dk on second-hand goods.
If you want to take things further
Start with the seller and keep the correspondence. The complaints route then depends on your purchase. Advice from a consumer organisation is different from having a case considered by a complaints board.
Read about your complaints options