Customer appeals to legal warranty?
Any customer is entitled to assert their statutory warranty rights, regardless of whether a seller has declared a contractual warranty exclusion. Sellers are required to inform customers properly about these statutory rights of withdrawal and return, in line with EU Directive 2011/83/EU and applicable local laws. This obligation is expressly mirrored in the Seller Guide, which emphasizes full compliance with legal consumer protection rules in all markets where refurbed operates.
If refurbed’s legal team determines that a customer has a valid statutory warranty claim, the Seller Guide provides that refurbed may intervene directly. In such cases, refurbed can take over the handling of customer service and assign the resulting warranty or guarantee costs to the seller. This mechanism ensures that customers’ legal entitlements are safeguarded, while non-compliance by the seller can trigger direct financial responsibility.
What happens to attorney letters?
As customers enter into purchase contracts with suppliers, and therefore any claims are directed towards the supplier, legal letters are forwarded to the respective supplier.
Mind however the following Supplier Guide’s Chapter 12 Number 8:
If a customer service case of the Supplier turns into a legal case (letter from attorney,
consumer protection agency or court claim, etc.), refurbed reserves the right to decide on a
goodwill settlement of the case on behalf of the Supplier, if necessary, in order to avoid
lengthy and cost-intense court proceedings for both refurbed and the Supplier.