This is the question that systematically comes up in our comments when we share a good deal on Amazon Germany or a Spanish reseller: "It's all well and good to save 20%, but if it breaks down, what do I do?". A legitimate concern. No one wants to end up with a faulty soundbar and customer service that only speaks German.
However, at ScanPricer, we hammer home an often overlooked truth: the European consumer is the best protected in the world. Whether you buy your smartphone at Fnac on the Champs-Élysées or on Amazon.it, the legal basis that protects you is almost identical. Better yet: in certain cases, the after-sales service of international giants manages cross-border breakdowns with disconcerting fluidity.
We have compiled the legal texts, tested the return procedures and experienced the hassles to provide you with this complete guide. Here's everything you need to know to buy abroad with peace of mind.
The Legal Shield: Understanding the European Guarantee
Forget preconceived ideas. The European Union has harmonized trade rules to create a secure single market. This is based on a key directive (1999/44/EC and its updates via Directive 2019/771) which imposes a minimum standard on all member countries.
The Golden Rule of 2 Years
Legal Guarantee of Conformity
Any professional seller based in the EU is required to offer a minimum 2 year warranty on new products. During this period, if the product breaks down (without external cause such as a fall), the seller must repair it, exchange it or refund it. This is a legal obligation, not an option.
The subtleties to know
Although the duration is 2 years everywhere, the burden of proof is changing:
- The first 12 months (sometimes 24 depending on the country): The fault is presumed to exist at the time of purchase. You don't have to prove anything. The seller must assume responsibility.
- After the 1st year: In some stricter countries, the seller can theoretically ask you to prove that the defect is not due to your use. In practice, large e-retailers (Amazon in the lead) rarely apply this restriction and cover the 2 years without discussion.
Good to know: The Commercial Guarantee
Do not confuse the legal guarantee (obligatory, owed by the seller) with the commercial guarantee (optional, offered by the manufacturer). A brand like Apple or Dell often offers a one-year manufacturer's warranty valid worldwide.
Seller vs. Builder: Who to contact first?
This is the administrative “Ping-Pong” dilemma. Who should you turn to when the screen goes black? The answer depends on the brand and the speed desired.
Option A: The Builder (The Fast Track)
For major international brands (Sony, Bose, Apple, Samsung, Lenovo), this is often the best option.
- Why? These brands often manage after-sales service by serial number (
Serial Number). They don't care if you bought the product in Germany or France, as long as it comes from the EU. - The ScanPricer test: We had a MacBook purchased on Amazon Italy repaired in a Parisian Apple Store. No questions asked, immediate support.
Option B: The Seller (The legal route)
If the manufacturer turns a deaf ear or does not have a center in France, turn to the seller (eg: Amazon.de).
- The Amazon advantage: Their policy is often more flexible than the law. If the repair takes too long, they often offer a full refund or a new replacement, even after 18 months.
Shipping and Return Costs: Who pays what?
This is the main sticking point. Returning a 5kg parcel to Berlin is expensive (around €20 by Colissimo International). Do you have to pay?
The legal answer is NO. According to article 11 of the European directive, the implementation of the guarantee must be done "at no cost" for the consumer. This includes the cost of shipping the defective item.
The reality on the ground
There are two scenarios depending on the merchant site:
- The Prepaid Label (The Ideal Scenario): Amazon (for "Sold and Fulfilled by Amazon" items) usually provides a prepaid DHL or UPS label. You print it, you drop the package off at a relay point in France, and you don't pay a cent.
- Reimbursement after the event: Some Marketplace sellers or smaller sites ask you to advance the costs. You must pay La Poste, then send proof (photo of the receipt) to customer service to be reimbursed.
Pay attention to the packaging
The seller pays for shipping, but you are responsible for packaging. If the product arrives broken at their home due to cardboard that is too thin, the warranty voids. Always keep the original cardboard or use plenty of bubble wrap.
Special Cases: Brexit, China and Opportunity
The world does not stop at the borders of Europe, and the rules change drastically once you leave the zone.
The case of the United Kingdom (Post-Brexit)
Since Brexit, Amazon UK is no longer in the EU.
- Customs: You risk import taxes.
- Guarantee: The European directive no longer applies. You depend on British law (similar, but less easy to enforce from France).
- Our opinion: Avoid Amazon UK except for products not found elsewhere.
The case of China (AliExpress, Banggood)
This is the Wild West.
- The guarantee is often theoretical. Returning a product to China is expensive (often more expensive than the product), takes months, and the risk of loss is high.
- Consider any purchase in China as "no real warranty".
The case of Refurbished (Warehouse / Second Hand)
For used products purchased from a professional (such as Amazon Warehouse):
- The legal guarantee is still mandatory, but its minimum duration is often reduced to 1 year (instead of 2) in many European countries.
Advantages and Disadvantages
Let’s take stock. Is the game worth it?
Advantages
- Legal protection: The EU offers some of the best coverage in the world.
- After-sales service for the Giants: Amazon.de or.es process returns as well as in France.
- International Guarantees: Major brands often repair locally.
- Substantial savings: The low risk often justifies the price difference.
Disadvantages
- Cash advance: Sometimes required for shipping costs (reimbursed later).
- Logistics times: Allow 1 to 2 weeks for a repair/exchange cycle.
- Language barrier: Requires the use of a translator to communicate in writing.
- Bulky products: Returning a 65-inch TV is a logistical nightmare.
Final Verdict
The fear of foreign after-sales service is, in 90% of cases, unfounded as long as you stay within the European Union and buy from reputable retailers. The legislation protects you effectively, and logistics processes have improved considerably.
At ScanPricer, we apply a simple rule:
- For mobile products (Smartphones, Audio, Laptops, Photo): Go for it. They travel well and often benefit from worldwide warranties.
- For large appliances (TV, Fridge): Prefer local purchase (your country). The price difference is not worth the cold sweats of a pallet return to Germany.
Our Final Opinion: High Confidence
The European warranty system is a well-oiled machine. If you buy "Sold and fulfilled by Amazon" (regardless of EU country), you take almost zero risk. In the event of a problem, you will either be refunded or exchanged. Don't let irrational fear make you pay 20% more.
