Describe exactly what happens
Write down what happens, when it happens and whether you can reproduce the fault. For example, “The screen turns off after five minutes” gives the seller more to work with than “It does not work”.
- Note the model, purchase date and delivery date.
- Keep error messages, photos and any video of the fault.
- Describe any relevant basic troubleshooting you have tried.
- Include details of earlier contact and repairs.
Do not attempt work on the item if you are unsure what you are doing. If it seems dangerous, stop using it and contact the seller.
Arrange how to hand it in first
Contact the seller and ask how the item should be inspected or handed in. Back up your own data if possible, and check whether the inspection could erase it.
Keep the handover receipt and a description of the item's condition. Agree on what happens next and when you can expect an update.
A fault is not automatically a covered defect
A statutory claim depends on whether the seller is responsible for the defect. Wear and tear or damage you caused are generally different from a defect present at delivery. Digital elements and updates may also matter.
For ordinary goods, a defect appearing within the first year is normally presumed to have been present at delivery. The burden of proof changes after that. A battery fault needs an individual assessment; batteries are not generally excluded from statutory rights.
Read Forbrug.dk on statutory rights for faulty goods and the burden of proof.
Keep the proposed solution — or the reason for rejection
For a covered defect, repair or replacement are normally the first options under the rules. If the seller rejects your claim, ask for a reason and keep the reply.
You can use our free complaint-letter template for your first message and the Danish Sale of Goods Act guide to understand time limits and remedies.