You have submitted a request concerning your consumer rights in another EU Member State, Iceland, Norway or the UK. This is what you can expect from us:
Assessment of your request
One of our specialized advisors will first assess your request. We do our best to contact you within 20 working days after receiving this e-mail.
The three possible options are:
- ECC France will answer your request. In some cases we might need the help of the ECC of the trader’s country.
- ECC France will request additional information to assess your request.
- ECC France cannot handle your request. In this case we will inform you about alternative options.
If we need the help of the ECC based in the trader's country, we will forward your request. A colleague from that ECC will assess your request again and provide us with the information needed.
Duration of procedure
We do our best to answer as quickly as possible. To succeed we depend on a number of factors including, where applicable, the manpower of the ECC in the trader’s country.
Once we have all elements, you will hear back from the advisor handling your request. Bear in mind that such procedure may take a few days, so not contact us again for the same request within the 20 days. You can’t wait that long? Then you can initiate legal actions yourself. Note that there are always cost involved.