September 1, 2026, 4:51 am | Read time: 5 minutes
For most households, the refrigerator is one of the appliances used several times a day. It’s all the more frustrating when it breaks down just weeks or months after purchase. However, consumers don’t have to simply accept a defect. MyHOMEBOOK, together with a lawyer, explains what rights buyers have and when they can demand repairs, replacements, or even a refund.
A new refrigerator is often a significant purchase. If the appliance stops working properly or fails completely shortly after purchase, the question quickly arises: Who is responsible and what claims do buyers have? The statutory warranty law generally protects consumers in such cases.
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Initial Right to Repair or Replacement
If a refrigerator breaks down just weeks or months after purchase, buyers can initially demand that the defect be fixed. “In the first step, consumers can generally choose whether the retailer repairs the refrigerator free of charge or provides a defect-free replacement,” explains attorney Nicole Mutschke to myHOMEBOOK.
However, the retailer can refuse the desired solution if it is impossible or involves disproportionately high costs compared to the alternative. Only if the defect repair fails or is refused do further rights such as a price reduction or withdrawal from the purchase contract come into play.
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Warranty and Guarantee Are Not the Same
Many consumers refer to “guarantee” when an electronic device breaks down. In fact, the statutory warranty is something different. It obligates the seller to ensure that the goods were defect-free at the time of delivery.
The warranty generally applies to new goods for two years. A guarantee, on the other hand, is a voluntary additional service often offered by the manufacturer. What services it includes and how long it lasts depends on the respective guarantee conditions.
Since July 23, 2026, there is also a statutory right to repair from the manufacturer for certain products, including refrigerators. However, this mainly applies when no warranty claims against the seller exist anymore, explains the lawyer.
Retailer or Manufacturer: Who Is the Right Contact?
In case of a defect, buyers should generally first contact the retailer where they purchased the appliance. This is because statutory warranty rights exist with them. “The retailer must ensure that the appliance was defect-free at the time of delivery,” says Mutschke.
Claims against the manufacturer exist only if they have provided a guarantee or if the new statutory repair right applies. Consumers should therefore not be too quick to be referred from the retailer to the manufacturer, recommends the lawyer.
After One Year, Proof Becomes More Difficult
The timing of the defect plays an important role. If the fault appears within the first twelve months after purchase, a favorable rule for the consumer applies. It is generally assumed that the defect existed at the time of delivery. If the defect occurs later, buyers must prove in case of dispute that the cause was already present at the time of purchase. This can be significantly more difficult and may require an expert opinion.
When Is a Refund Possible?
Many consumers want to immediately withdraw from the purchase and get their money back in case of a defect. However, this is only possible in exceptional cases.
First, the retailer must be given the opportunity to fix the defect through repair or replacement. If they do not respond, refuse further repairs, or the refrigerator remains defective even after a repair attempt, buyers may be able to withdraw from the contract.
According to Mutschke, there is no fixed rule that the retailer must always have two repair attempts. Withdrawal may be possible even after one unsuccessful repair. Whether another attempt is reasonable depends on the individual case.
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Documents Buyers Should Keep
Those who want to enforce their claims should carefully keep important evidence. This includes in particular:
- The invoice or receipt
- The order confirmation or proof of payment
- Photos of the defect
- Correspondence with the retailer or manufacturer
The original packaging is not required for warranty claims.
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What to Do If the Retailer Doesn’t Respond?
Consumers should report a defect as early as possible and in writing. A verifiable contact method, such as registered mail or email, is recommended.
Nicole Mutschke advises documenting the defect with photos and explicitly informing the retailer whether a repair or replacement is desired. An appropriate deadline should also be set.
If the retailer still does not respond or rejects the complaint, affected parties can declare withdrawal from the purchase contract or reduce the purchase price. For expensive appliances or complicated disputes, consumer centers or legal assistance can also help.
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Who Pays for Transport and Installation?
If legitimate warranty claims need to be fulfilled, the retailer bears the necessary costs. These include not only the repair itself but also transport, pickup, and required removal and installation work.
The situation is different with the new statutory repair right against the manufacturer, explains Nicole Mutschke. In this case, the manufacturer may charge again for the repair. However, the price must be reasonably set.