Legal guarantee
Rights created by law when goods are faulty or not as described. The professional seller is normally responsible. These rights cannot be replaced by a shorter commercial promise.
Support after purchase
A clear route when something is wrong.
Legal guarantee, commercial warranty and buyer protection are different. This guide shows who to contact and what information to prepare.
Important: this page is a practical summary, not legal advice. Your contract is with the seller. Mandatory consumer rights depend on the seller type, delivery country and applicable law; any additional warranty must be shown on the product listing or warranty statement.
Three different protections
Know which promise you are using
Mature marketplaces do not hide every problem behind the word “warranty”. The route and responsible party should be visible before purchase.
01
Commercial warranty
An optional written promise from a seller or manufacturer. Its provider, duration, territory, exclusions and claim method should be available before buying.
THEECOMAX buyer protection
A marketplace case route for eligible order problems. It helps record evidence and communication; it does not reduce mandatory rights against the seller.
Regional overview
The baseline changes by market
Last reviewed 20 July 2026. Always check the law that applies to your purchase and the seller information shown at checkout.
European Union
At least 2 years for goods sold by a professional
If goods are faulty or not as advertised, the seller must provide a remedy. Repair or replacement usually comes first; a price reduction or refund may follow when those remedies are impossible or unreasonable.
Second-hand goods are covered too. In some EU countries, buyer and seller may agree to a shorter period, but not below one year, and it must be clear at purchase.
Official EU guidanceUnited Kingdom
Statutory rights sit with the retailer
Goods must be of satisfactory quality, fit for purpose and as described. Depending on timing and circumstances, remedies can include rejection, repair, replacement or a price reduction.
Any manufacturer warranty is additional; it does not replace rights against the retailer.
UK consumer rightsUnited States
Read the written warranty before purchase
Federal disclosure rules and state implied-warranty law can apply, but coverage varies. The exact written warranty, seller identity and any “as is” wording matter.
Save the listing, receipt and warranty statement. State consumer protection rules may provide additional rights.
FTC warranty guidanceClaim flow
From problem to documented resolution
- 01
Open the order
Go to My orders, select the purchase and choose the problem or return route that matches the issue.
- 02
Document the problem
Describe what is wrong and attach clear photos or video. Keep the packaging, serial number and included parts.
- 03
Seller reviews the claim
The seller confirms the next step under the law and the terms shown on the product listing.
- 04
Resolve and record
Repair, replacement, price reduction or refund depends on the defect, region and applicable consumer rights.
Prepare useful evidence
- Order number and the seller's listing
- Serial number, model and delivered accessories
- Clear photos or video showing the fault
- When the issue started and steps already tried
- Preferred remedy, while recognising that law may set the order of remedies
Keep the right documents
Save the order confirmation, product page, condition report and warranty statement. For refurbished goods, keep the photos that show the condition at delivery.
Go to My ordersRelated policies