Your foreign product purchased in France breaks down : are you covered by a warranty ? If yes, which ? Between legal guarantee and commercial guarantee, consumer rights often remain unclear. International Consumer Rights Day, March 15, was the opportunity, for the European Consumer Center (CEC) France, to cite an example of a dispute resolved thanks to its intervention.
Present in 29 countries, the CEC network informs consumers about their rights and supports them in finding an amicable solution with a professional located in another country. In 2025, this is a record number of 165,394 European consumers who have benefited from this aid. The intervention of the ECC-Net network during cross-border disputes allowed them to recover more than 11 million euros. And this thanks to a contact person in each EU country, as well as in Iceland and Norway. Within this network, there is the CEC France : the contact for French consumers recorded nearly 19,000 requests in 2025. Among them, that of Benoît, buyer in 2018, for his bathroom, of German brand glass shower screens, sold in a French DIY store…
The example of Benoît
In 2025, despite rigorous maintenance, abnormal marks appear on the walls. A finding that is all the more worrying as the legal guarantee of conformity, for which the seller is responsible, expired two years after purchase. By contacting the store's customer service, Benoît learns that the German manufacturer offers, his, a commercial guarantee valid for ten years. But once joined, this manufacturer shows bad will and is reluctant to apply it without prior expertise. In the impasse, Benoît then asks for help from CEC France.
When the professional promises more
The German manufacturer has undertaken to guarantee the product free of charge for a period longer than the mandatory two years.. According to French law, this clause must apply under the same conditions as the legal guarantee of conformity. After analysis of the file, a lawyer from CEC France confirms to Benoît that by invoking this commercial assurance of durability he can request the repair or replacement of his shower screens. Thanks to cooperation with its counterpart at CEC Germany, he argues with the manufacturer. The latter finally complies and graciously delivers new walls to Benoît.
Guarantees soon to be more readable
From September 27 and for any product sold in the European Union, a mandatory label must inform consumers of their rights. It will indicate the existence of a legal guarantee of conformity of at least two years. A second label may also appear when the manufacturer offers, for free, a commercial guarantee of durability beyond two years. A very concrete comparison tool for those who want to buy more sustainable products !
