Your rights when a product is faulty

When a product you bought is faulty, or is not what was agreed, Montenegro's Consumer Protection Act (Official Gazette of Montenegro no. 12/2026) gives you clear rights against the trader. Here are the most important ones, in short.

Important: a complaint on zalba.me is a public review of the company, not a legal complaint. To keep your rights, also file a complaint with the trader itself, within the deadlines below.

1. You complain to the trader

• File your complaint with the trader you bought the product from, in writing: on paper or on another durable record you can keep (for example by email).
• You prove the purchase with the receipt, the contract, the warranty card or other evidence, such as a card statement.
• The trader must display, in a visible place, where and how to complain, keep a complaints book, and have someone authorised to accept complaints present during opening hours.

2. The trader must answer within eight days

The trader must answer without delay, and no later than eight days after receiving your complaint, in writing: what it thinks of your request and how it proposes to resolve it. If it does not resolve the complaint on the spot, it must give you a written confirmation of receipt.

A complaint about a bill is made immediately, and no later than eight days after paying it. For services of public interest (electricity, water and similar) the deadline is 15 days after receiving the bill.

3. Two years of liability for defects

• The trader is liable for any defect that existed at delivery and becomes apparent within two years. For second-hand goods the contract may set a shorter period, but not shorter than one year.
• If a defect appears in the first year, it is presumed to have existed at delivery, unless the trader proves otherwise.
• Tell the trader within 90 days of discovering the defect. If you miss this, you lose your rights on that ground.

4. What you can ask for

• In the first 30 days after receiving the goods you choose freely: repair, replacement, a price reduction or cancelling the contract with a refund.
• After that you first choose between repair and replacement. Both are free of charge and must be completed within a reasonable time, at most 15 days after you notified the trader. The trader collects the goods at its own cost.
• You can ask for a price reduction or a refund if the trader does not repair or replace the goods, if the defect remains after the repair, if the defect is serious, or if the goods were repaired or replaced at least twice in the 90 days after those first 30 days.
• You cannot cancel the contract over a minor defect.
• The money is returned no later than eight days after the trader receives the goods or proof that you sent them, by the same payment method and free of charge.

5. What to keep

The receipt, the warranty card, photos of the defect, a copy of your complaint and the confirmation of receipt, and the trader's answer. More in the guide on evidence.

If the trader does not answer or rejects your complaint, see the guide "The company does not answer your complaint: where to turn".

This guide summarises the law and is not legal advice for your particular case. The text of the law published in the Official Gazette of Montenegro prevails.