Guarantee, complaints and disputes

The 2-year legal guarantee, how to complain to the seller or to the Council, and where to go if we cannot agree.

Legal guarantee

For products bought from a seller acting as a trader, the seller is liable for any lack of conformity for 2 years from delivery (Directive (EU) 2019/771 and Romanian Law 449/2003). If the product is faulty or does not match its description, you are entitled to repair or replacement and, where those are not possible, to a price reduction or to end the contract. The seller is liable, not Piața Neamț.

You have a problem with a product or a seller

Write to the seller first, using the details on the shop page. Keep your messages.
If you get no answer or are not satisfied, write to our contact point with the shop and product name. We cannot decide in the seller's place, but we will contact them and, if the product or seller breaks the rules of the marketplace, we will act.
If content is illegal or dangerous, report it.

Appealing a Piața Neamț decision

If Piața Neamț refused or removed a product, a shop or an application, or rejected your report, you can appeal the decision within 6 months, free of charge, by e-mail to the contact point, quoting the decision's reference number. County Council staff review the appeal, not only an automated tool, and you receive the answer with reasons (Regulation (EU) 2022/2065, Art. 20).

If we cannot agree

ANPC: alternative dispute resolution (SAL): bodies that help settle disputes between consumers and traders (in Romanian).
EU consumer dispute resolution bodies.
The EU online dispute resolution (ODR) platform was closed on 20 July 2025 and can no longer be used.
For moderation decisions of Piața Neamț you may choose any out-of-court dispute settlement body certified under Art. 21 of Regulation (EU) 2022/2065. You can always go to court.

Last updated 2026-10-08