See the topic page: Complaints and complaint rights
When the store wants to repair
Under the Sale of Goods Act the store can generally choose repair or replacement before you can demand your money back.
Last updated: 2 October 2026.
When an item is faulty, the store must remedy it. The starting point in the Sale of Goods Act is that the store chooses between repair and a new item. You cannot always demand your money back as the first step.
You can refuse the remedy if it is impossible, costs the store an unreasonable amount compared with the item, or causes you significant inconvenience. A repair that drags on, or that does not work, gives you a stronger next step: a price reduction or cancelling the purchase.
Write down the date you reported the fault and what the store replied. If the store keeps saying no, the next path can be the Consumer Complaints Board. This text is not legal advice. Kvito keeps the correspondence and the receipt together, but does not send the complaint unless you ask it to.