Biljana Borzan: Consumers are not aware that they have a mandatory two-year warranty and the right to repair

Croatian consumers are generally unaware that every product, especially white goods and various electronic devices, comes with a mandatory two-year warranty. But that’s not all; within those two years, consumers have the right to free repairs that even extend the warranty. This is not the only unknown, as consumers in Croatia do not know that they can return any product within 14 days of purchase without any questions, nor what the rules are regarding seasonal discounts. As Croatian MEP Biljana Borzan states, the recently negotiated law includes her proposals to mandate reminders about the mandatory two-year warranty in all stores and on white goods.

– Namely, 60 percent of EU consumers and nearly 80 percent of Croatian consumers do not know that every product comes with a mandatory two-year warranty. This is yet another example of how awareness of consumer rights in Croatia is the lowest in the EU, and more than half of citizens feel they are at the mercy of retailers,” said Borzan, responding to a journalist’s question about whether there was resistance from manufacturers and industry when such a law was being passed, she replied that there were indeed objections, but in the end, about 95 percent of the European Parliament voted for the legislative solution from both the left and right sides – which explains the consensus of politics and industry.

– There were objections that this would affect business, but as the law stipulates that consumers will have the right to free repairs within the two-year warranty period, which will be extended after the repair, and companies will also have to offer affordable repairs for up to 10 years after the sale of the product, there is a possibility of growth and revenue through services for certain products,” emphasized Borzan.

In addition, Borzan today presented the results of a survey on the experiences of citizens shopping during sales. Her research showed that as many as 97.6 percent of citizens shop during sales, most often for clothing and footwear, while those with the lowest incomes most often buy food.

– Currently, the winter seasonal sales are underway, and although we have introduced a series of rules to protect citizens from fraud, as many as 72 percent of citizens say they have encountered false discounts. Even 91.7 percent of citizens were disappointed with the in-store discount compared to the discount advertised in the window. It is particularly concerning that 90.5 percent of citizens did nothing when they noticed a false discount,” said Biljana Borzan. She notes that retailers, who are obliged to inform citizens about the mandatory warranty, often do not do so, and 94.9 percent of citizens believe that retailers should be more accommodating in the case of complaints. The majority of citizens see the solution in increasing the number of inspections, and European institutions also have the right to impose sanctions in such cases.

– Over 90 percent of citizens believe that discounts are greater in other EU countries than in ours. The European Commission conducted an online discount check in 13 member states and found that one in four discounts is false, and as many as 67 percent of online retailers do not respect basic consumer rights such as highlighting the mandatory warranty or the right to free returns within 14 days,” noted Borzan, asserting that this is precisely why the EU has begun a revision of the rules regarding the platform for alternative dispute resolution through which consumers can settle with retailers.