Your consumer rights

Defects in services, repairs or renovations (Consumer Services Act)

A service must be performed professionally, according to the contract, and at a reasonable price. If you have received an estimated price, the final cost may not exceed it by more than fifteen percent.

You must complain within a reasonable time, no later than three years after the service was completed. Complaints made within two months are always considered timely.

For work related to land, buildings or other immovable property, the time limit is ten years.
You can demand correction, a price reduction, or cancel the contract if the defect is substantial.

Advice when requesting quotes

Ask for a written specification. Check what is included, how extra work is handled, and whether there is a timeline.

Right of withdrawal when shopping remotely or outside business premises (Distance Contracts Act)

You have a fourteen-day right of withdrawal when shopping online, by telephone, or outside a physical store. The period starts the day after you receive the product. For services, it starts when the agreement is made. The company must provide clear information about this right.
You may open and inspect the product carefully. If you use it more than necessary, the value may be reduced.
Some products and services are excluded, for example custom-made items, perishable goods, sealed hygiene products once opened, and digital content that has started being delivered with your consent.

How to withdraw from a purchase

Notify the company in writing within fourteen days. Return the product within fourteen days after your notice. The company must refund you within fourteen days of your notification but may wait until the product has been returned.

Online shopping (E-Commerce Act)

When shopping online, you are entitled to clear information before you order.

• The company must display the total price including taxes and charges.
• The order button must clearly show that it implies a payment obligation.
• You must receive an order confirmation on a durable medium, for example by email.

Guarantee – extra protection beyond the law

A guarantee is voluntary. It can never reduce your statutory rights. You always have the right to complain under the law, even if the guarantee is missing or has expired. During the guarantee period the seller is responsible for ensuring the product functions. You must receive written conditions explaining what the guarantee covers.

Return policy and exchange rights in stores

Return policies and exchange rights are not regulated by law. Stores decide if they offer them and under which conditions. Always ask before purchase and keep the receipt. Return policies do not affect your legal right to complain about defects.

Gift cards and credit notes

The company decides the validity period. If none is stated, gift cards and credit notes are valid for ten years. If the company closes, changes owner or goes bankrupt, the value may be lost. Use them in good time.

Invoices, payments and reminders

Pay no later than the due date. If you pay late, the company may charge interest and certain fees as permitted by law. If an invoice is incorrect you can dispute it in writing. Keep proof of your objection.

Consumer credit and instalments (Consumer Credit Act)

• Before granting credit, the company must carry out a credit assessment and provide clear information, including the Annual Percentage Rate (APR) and costs.
• You have a fourteen-day right of withdrawal for credit agreements.
• You may always repay the credit early. For fixed interest loans, the lender may in some cases charge compensation for interest loss.

Purchases between private individuals (Sale of Goods Act)

• When you buy from another private person, consumer protection laws do not apply. Instead, the Sale of Goods Act applies.
• You have no right of withdrawal under the Distance Contracts Act.
• Disputes between private individuals are not handled by the National Board for Consumer Disputes. You must instead go to court.

Unfair contract terms (Unfair Contract Terms Act)

A company cannot use terms that reduce your statutory rights. If a contract term is unfair, it can be prohibited. Example: shortening the complaint period below what the law allows.

Package travel and linked travel arrangements (Package Travel Act)

• If you buy a package tour, for example transport and accommodation in one contract, you are protected by the Package Travel Act.
• You are entitled to clear information before purchase, the right to cancel the trip for a reasonable fee, and the right to assistance if something happens during the trip.
• If the organiser cancels the trip, you are entitled to a refund or an equivalent trip.

Marketing and price information (Marketing Act, Price Information Act)

Marketing must be truthful and not misleading. There is a list of always prohibited practices, the “black list.” Prices must be stated clearly and as a rule including tax. For discounts, the previous price must be shown according to applicable rules.

If you cannot resolve a dispute with a company

1. Start by complaining to the company in writing.
2. If that does not work, you can get advice from the Swedish Consumer Agency.
3. You can also have the dispute reviewed by the National Board for Consumer Disputes (ARN). Their decisions are recommendations, but most companies follow them.