The product I bought doesn't match the sample shown in the shop. What can I do?

What the Law Says

Under EU consumer protection rules, when a seller displays a sample or model in-store, the actual product you buy must conform to it — this is part of the legal guarantee of conformity.

The EU Directive 1999/44/EC (as implemented in national laws across all EU Member States) establishes that goods must be in conformity with the contract. This includes matching any sample or model shown to the consumer before purchase.

If the product does not match the sample, it is considered non-conforming — meaning it fails to meet the quality, functionality, or appearance reasonably expected based on the sample. You are entitled to remedies without needing to prove fault.

These rights apply regardless of whether the purchase was made in-store or online, though additional withdrawal rights (e.g., 14-day cooling-off period) apply only to distance contracts.

Statutory Text

Goods shall be in conformity with the contract if they comply with the description given by the seller and possess the qualities of the goods which the seller has held out to the consumer as a sample or model.

— Directive 1999/44/EC, Art. 2(2)(c) — Conformity of goods

Statutory Text

The seller shall be liable to the consumer for any lack of conformity which exists at the time the goods were delivered.

— Directive 1999/44/EC, Art. 3(1) — Liability for lack of conformity

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