Consumers in Sweden
Engelska
Consumers in Sweden
If you want to find out about consumer regulations in Sweden,
we’ve put together some key facts and useful advice.
Advice and help .................................................................................................... 3
Consumer advice ......................................................................................................... 3
Konsument Europa ..................................................................................................... 3
The National Board for Consumer Complaints (ARN) ............................................ 3
Buying from shops ............................................................................................... 3
Buying on approval ..................................................................................................... 3
Right to exchange ........................................................................................................ 3
Sales .............................................................................................................................. 4
Guarantee .................................................................................................................... 4
Extra insurance ........................................................................................................... 4
Faulty goods – complaints ........................................................................................... 5
Prices............................................................................................................................. 5
Other ways of buying ........................................................................................ 6
Buying online .............................................................................................................. 6
Right to cancel .............................................................................................................. 6
Other good advice .............................................................................................. 7
Cars .............................................................................................................................. 7
Electricity ...................................................................................................................... 8
Telephone and Internet ............................................................................................... 9
Saying no to advertising .............................................................................................. 9
Housing ................................................................................................................... 10
Buying under tenant-ownership ............................................................................... 10
Moving home ............................................................................................................. 11
Debts........................................................................................................................ 12
If you don’t pay ......................................................................................................... 12
© The Swedish Consumer Agency, December 2005
Advice and help
Consumer advice
Konsument Europa
The consumer advisor can help you with
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questions about your rights and liabilities
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advice and hints before you make major
purchases
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questions about finance and budgeting
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complaining about an advertisement,
goods or work carried out if you cannot
come to an agreement with the seller.
Contact Konsument Europa for advice
about cross-border purchases within the
EU or if you have any problems with something you’ve bought in an EU country.
E-mail address: info@konsumenteuropa.se,
telephone: 08-429 07 80.
In most municipalities, you can get help from
consumer advisors and budget advisors.
The National Board for Consumer
Complaints (ARN)
Contact your own municipality. On the Internet, you can find opening hours and telephone numbers at www.konsumentvagledare.
konsumentverket.se
Website: www.konsumenteuropa.se
The National Board for Consumer Complaints takes up and deals with any cases which the
consumer and the seller cannot resolve between them. Goods or services must be of a value of more than SEK 700, and the board does
not deal with buying under tenant-ownership.
Settling a dispute through ARN is free of charge.
Website: www.arn.se
Buying from shops
Buying on approval
Buying on approval means if you change
your mind about the purchase and return
the goods within a certain time, you get your
money back. There’s no law giving the customer the right to buy on approval, but many
department stores, chain stores and independent shops offer this option.
If you want to buy on approval, it’s best to ask
before paying. If the shop offers buying on
approval, ask the sales assistant to write this
on the receipt. The date by which the goods
need to be returned should also be on the receipt. Always keep the receipt. Return goods
on time, i.e. before the end of the buying on
approval period. Goods should be returned in
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the same condition as when you bought them.
The shop might also require that the packing
be undamaged for goods to be returned.
Right to exchange
Some shops which do not offer buying on
approval may instead offer the right to exchange. This means that you can bring goods
back and choose something else from the same
shop. Sometimes you can get a credit note if you
change your mind about a purchase. But you
don’t get your money back like with buying on
approval. Before you pay, ask when you have to
return goods by. Always keep the receipt.
“Reavaror bytes ej” (“No exchange of sale
goods”) means you can’t exchange things
bought in a sale if you change your mind. But
if sale goods are faulty, you can of course still
return them.
Sales
“Sale”, discount, money off and special price
– these terms lead you to expect a particularly
good offer. For a shop to tempt customers
with the word “sale” in its advertising, the following must apply:
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●
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the sale must be for a limited time
the goods must have significantly reduced
prices
the goods should be part of the shop’s usual range.
Guarantee
A guarantee means that the seller is responsible
for the goods lasting or working for a certain
time. The Swedish Consumer Sales Act states
that all faults which become apparent in the
first six months after purchase count as original faults. If any such faults occur, you are
entitled to have the goods repaired or replaced or the cost reduced. The guarantee applies
to either the whole item or part of it. Even if
the guarantee doesn’t apply to the whole item,
you are still entitled to complain if something
is wrong with it.
In practice, the act therefore provides a six
month guarantee. It is up to the seller whether
or not they offer a longer guarantee. The seller
does not have to honour the guarantee if, for
example, the fault is due to:
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an accident after you have received the
goods,
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mistreatment,
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abnormal use,
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your failure to follow the care and servicing
instructions.
–4–
The Swedish Consumer Sales Act entitles you
to complain about faulty goods for up to three
years after purchase. Even if the guarantee is
for one or two years, the period for making a
complaint is still three years.
During the guarantee period, the seller must
repair the goods, regardless of when the problem arises. You do not need to prove that the
goods were faulty from the start. But once the
guarantee has expired, you will need to prove
that the goods were faulty from the start.
You don’t need to have the receipt if you can
prove when you bought the goods from the
shop in some other way. But since it is up to
you to prove this, it’s always easier if you keep
the receipt.
Extra insurance
When you buy goods such as a television, video or computer, the seller will often suggest
that you take out extra insurance. The reason
given is usually that the goods are so expensive
to repair if they break. But extra insurance often represents poor value:
– You often have to decide whether to take
out insurance while still in the shop, and you
can’t then change your mind. Ask if you can
go home and think about it at your leisure.
This also gives you the chance to check what
insurance cover you already have.
– The Swedish Consumer Sales Act states that
you have three years in which to complain
about goods which break. If you can prove
that they have broken due to faults which existed from the start, you can get them repaired
free of charge.
– Goods are often sold with one or two years’
guarantee. During the guarantee period, the
seller must repair the goods, regardless of
when the problem arises. You do not need
to prove that the goods were faulty from the
start. But if you have caused the fault yourself,
you are never entitled to make a claim.
Extended guarantee
The extra insurance may mean that the guarantee is extended. This gives you protection
equivalent to the guarantee for a longer period, but you still have no recourse if you have
interfered with something yourself.
Accident insurance
Another type of insurance is a policy which
pays out if, for example, you or someone else
in your family drops the TV on the floor or
spills coffee on the computer keyboard, or if
a child puts a bar of chocolate in the video recorder. You might already have this as additional insurance on your household insurance. It might be called “All risk” or “Accident
insurance”. The difference between additional
household insurance and insurance offered by
the shop is that household insurance often has
an excess, which is the amount you have to
pay yourself if anything happens.
One advantage with additional household insurance is that it covers most of your family’s
possessions, not just the TV or the computer.
Check the following first:
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How long is the guarantee period?
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What is covered by your household insurance?
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What is covered by the extra insurance?
... and remember:
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Guarantees cannot include an excess
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You are entitled to make a complaint about
faulty goods for up to three years.
Faulty goods – complaints
Making a complaint means that you tell the
seller
●
that you reject the goods
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why you believe the goods are faulty.
You must notify the seller about the fault “within a reasonable time” after the fault comes to
light. Two months should always be deemed
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to be a reasonable time. But a reasonable time
could also be longer than two months, for example if you have been sick or away.
For the first six months after purchase, the
fault can be deemed to be original if the seller
cannot prove that the fault was not there from
the beginning. Once more than six months
have passed since the purchase, it is you the
buyer who must be able to prove that the fault
was there from the beginning.
The Swedish Consumer Sales Act gives you the
right to make a complaint for three years from
receipt of the goods. The period in which to
make a complaint was extended on 1 April
2005 from two years to three. For goods and
services which you bought before that date,
the period is still two years.
To ensure that you don’t miss out on your
rights, always make a complaint as soon as
possible!
Prices
There is no law which sets prices. A seller can
choose what price to set for the goods he sells.
The seller and the buyer reach an agreement
on the price.
The agreement must be adhered to. The price
which you and the trader agree on shall apply.
The Swedish Price Information Act states that
the price shall always be given when a company sells or advertises goods and services direct
to the consumer, such as in shop windows,
shops, adverts and direct advertising. VAT
should always be included in the price. Only
when a firm sells to another company can the
price be given excluding VAT.
There should also be comparative prices for
many goods, particularly food. The comparative price is, for example, the price per kilogram or litre. This makes it easier for you
as a consumer to compare the prices of goods
from different producers.
Other ways of buying
Buying online
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Some good advice before you buy online.
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Watch out for fraud. Be suspicious of extremely cheap offers or unbelievably good
products.
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Read all the purchasing information on the
website.
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Check the company details. Are the
company’s address, telephone number and
postal address included in the advert or
on the website? Phone or e-mail the company if you have any questions. Companies
which are not bona fide often cannot be
contacted.
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Check the total cost. Are packaging, delivery and any customs charges included?
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How long is the delivery time? This can be
useful to know if you need the goods by a
particular date.
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If there is no mention of a right to cancel or
delivery terms, think carefully before you
place an order. 14 days’ right to cancel is a
legal right when shopping within Sweden.
It shouldn’t cost you anything to cancel a
purchase, but you may have to pay the return postage.
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Once you have ordered goods, you should
always get a confirmation. The confirmation should also provide details of your
right to cancel.
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If paying by card, check that the right
amount is charged to your account. There
is a risk that your card number will fall into
the wrong hands. If someone uses your
card number, contact your bank or card issuer immediately.
–6–
Avoid paying in advance, as you will lose
one of the best means of putting pressure
on the seller that you have as a consumer
– withholding payment if you do not receive the goods or if they are faulty.
Right to cancel
When buying in a shop, you have no legal
right to cancel the purchase. However, if you
buy something by mail order, from a telephone salesperson, through a TV shopping
channel, online or from a door-to-door salesperson, you have 14 days’ right to cancel
when shopping within Sweden. The Swedish
Distance and Door-to-Door Sales Act includes the requirement that the seller gives you
clear information on how you can cancel your
purchase.
Return postage
For distance agreements, if you cancel the
purchase you have to pay the return postage
yourself.
For door-to-door and telephone sales, you
need not pay the return postage.
If you buy something from another EU country, for example online, you also have the right
to cancel, but the cancellation period may be
shorter than 14 days. For more information
about cross-border purchases, contact:
Konsument Europa
e-mail address: info@konsumenteuropa.se
telephone: 08-429 07 80
week days 09:00-13:00
www.konsumenteuropa.se
Other good advice
Cars
If you’re buying a car, you can find plenty of
information and useful advice at www.bilar.
konsumentverket.se
If you’re buying a second-hand car, visit www.
begbilguiden.konsumentverket.se first.
If the car you’re thinking about buying is in
the second-hand car guide, you can check
whether the price is reasonable, how that model has performed in vehicle tests, how safe it
is and what other owners think about it.
You can also compare models at www.bilkalkylen.konsumentverket.se
There you’ll find most new cars and many
second-hand cars, including models up to 15
years old for some manufacturers.
Buying a second-hand car
Take your time. There’s a lot to gain by doing
your homework. The second-hand car market
is very different to the market for new cars. For
example, there are many more models to choose between. Lots of dealers sell second-hand
cars. Alternatively, you can buy privately.
Don’t rush it
There are plenty of second-hand cars out
there. Never be fooled by a salesman who says
“There’s a customer coming in this afternoon
who’s interested in this one, but it’s first come
first served...” or “I’ll give you a special price”.
All customers get a “special price”. It’s in the
salesman’s interests for you to decide quickly.
■
Do your homework
Read the newspaper adverts. You can also
check the motoring pages of Gula Tidningen
or other ad magazines. The Internet is another
good source of information.
■
■ Look at plenty of cars
Compare the prices and don’t just look at one
or two cars. There can be a real difference in
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prices between two cars of the same age and
the same model.
A few basic tips:
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Cars from 1989 onwards have catalytic
converters.
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Check the car’s service history.
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Check that the seller really does own the
car. Call the vehicle registration office’s information line
(telephone: 077-114 15 16, call rate).
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Compare the car with similar ones, e.g.
using car websites.
Trading in
If you have a car to trade in and are considering buying a car from a dealer, you should
think about buying from a dealer which specialises in “your” brand, as they often pay better trade-in prices. They may also be cheaper
for other makes of car. It’s just as important
to investigate the trade-in market as it is to investigate the market for the car you are planning to buy.
If you have an older car, it can often be a good
idea to try to sell it privately. If you owe money on a trade-in car, you cannot sell it until
the debt has been paid off.
Test the car! Ask for the trade description!
Once you’ve found a car that seems good, get
it tested before buying privately. If buying
from a car company, check that the car has
a trade description in line with the Swedish
Consumer Agency’s guidelines. Ensure you
get a copy of the trade description if you buy
the car. And check when the car is next due for
an inspection.
Buying a car privately
If you plan to buy a car from a private individual, use the Swedish Consumer Agency’s
purchasing contract which is available at
www.konsumentverket.se!
Electricity
the network company, which transfers the
electricity to your home.
You can only have a free choice with one of
these: the electricity supplier.
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There is a useful online service for checking electricity prices, with good advice on how to save
electricity and how to go about changing suppliers. Go to www. elpriser.konsumentverket.se
In case you don’t have Internet access, here is
some advice:
Temporary price
If you do nothing yourself, the local network
operator (the company which deals with the
electricity network in your area) will assign an
electricity supplier. You will get a temporaryprice contract. This is almost always more expensive than other types of contract from the
same company.
Plenty to gain
There are a number of reasons for changing
electricity supplier – not just for saving money. You can do your bit for the environment
by choosing electricity from energy sources
which have less of an environmental impact.
Household electricity consumption represents a significant share of overall environmental impact.
You can also get plenty more into the bargain.
Some contracts include various services and
benefits. These could be energy advice and energy-saving tips, or they might not be directly
related to electricity, such as telephone, broadband or insurance offers.
Switch or renegotiate
How much you could save by switching suppliers depends, among other factors, on the
type of contract you currently have and how
much electricity you use.
Total electricity cost
The deregulation of the electricity market
means that you can have contracts with two
companies:
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the electricity supplier, which sells the electricity you use
–8–
The network companies have monopolies in
their own regions. So your network company
is completely dependent on where you live.
The total electricity cost is the sum of what
you pay the electricity supplier and the network company, plus taxes.
Easy switching
It’s not hard to switch to a new electricity
supplier. Just contact the company you want
to change to. The new company informs the
network owner of the change. The network
company needs to know which electricity
supplier you have in order to be able to report
your meter reading to the company you buy
electricity from.
Check the notice period
Check the notice period for your current electricity supplier before signing an agreement
with another supplier. The notice period is
one month unless you have agreed otherwise
with your existing supplier, for example if you
have an agreement for a set price over a set
period.
If you wish to terminate a contract early, you
often have to pay an additional charge. And
don’t terminate your current agreement until
you know when a contract with a new supplier
can come into force.
Get out in time
You can switch to a new supplier on the first
day of the month. But you need to arrange to
switch over a month in advance.
EXAMPLE: If you want to switch suppliers from
1 January, you must notify your new supplier
in mid-November. This is because your new
supplier needs to notify your network owner by
30 November (one month before changing). If
you don’t do it until 1 December or later, the
changeover will be delayed until 1 February.
Telephone and Internet
You can find a useful service online for checking telephone and internet subscription prices: www.telepriskollen.se
In case you don’t have Internet access, here is
some advice:
Before choosing the phone company for your
land line, think about how often you make
calls.
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Do you normally make evening and weekend calls or daytime calls?
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Do you often call mobile numbers?
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Do you often call abroad? Which countries?
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Do you make lots of short calls or fewer
but longer calls?
Think about your phone habits. Then compare the various companies’ prices for different times of day, their call charges to other countries, mobile rates, set-up charges,
whether they have a minimum charge, etc.
Then it’s a case of finding the phone company
which suits your phone habits best.
A few tips:
You can use one phone company for national
calls and another for international calls.
It’s important to be able to contact the phone
company, for example if there are any problems
with your bills. Check that you can contact the
company before signing up to a new provider.
Do you want to be able to block certain numbers, such as 071 numbers? Check with the
phone company first whether you can do this.
Read the small print
Go through the phone company’s contract
terms and conditions (the “small print”) before signing up to a new provider. The terms
and conditions set out what applies between
you and the phone company. In the event of
any problems, you should refer to the terms
–9–
and conditions to find out what the situation is.
Different phone companies use different terms
and conditions with varying degrees of detail.
The terms and conditions normally explain the
circumstances under which you can terminate
the contract. You should read these carefully
before signing a contract. The terms and conditions also normally explain the circumstances
under which prices can go up or down.
Saying no to advertising
This is how to avoid advertising:
Advertising addressed to you
Call Sema Group Info Data AB,
telephone: 08-738 50 00,
address: Box 34101, 100 26 Stockholm, or
SWEDMA’s Nix register, telephone: 020-55 70 00.
Ask to be added to the list of people who do
not wish to receive advertising matter addressed to them.
You can also contact the company sending the
advertising matter direct.
Unaddressed advertising
Attach a sign saying ”Nej tack – ingen reklam”
(“No thanks – no advertising”) to your letter
box. You will still receive community information, such as municipality newsletters and
free local newspapers.
Telephone sales
Call 020-27 70 00 and request written details
of Nix-telefon by leaving your phone number.
Along with the information, you will receive
a registration code. You can then call 020-27
80 00 and enter the code. You can also write
to Nix-telefon, Box 14038, 104 40 Stockholm,
and request not to receive sales calls.
E-mail advertising
It is forbidden to e-mail advertisements to people who have asked not to receive any such
advertisements.
Housing
Buying under tenant-ownership
Buying under tenant-ownership and joining
a tenant-owner association involves buying
the right to use a home. Tenant-ownership
can apply to a flat, detached house, terraced
house or link-attached house. The members
of a tenant-owner association own the whole
property jointly, i.e. the homes, all communal
rooms such as laundry rooms, halls and refuse
rooms, and any outside spaces and other premises such as shops, offices and garages. Tenant-owner associations are governed by their
own law, the Swedish Tenant-Ownership Act.
Joining
The association’s board approves new members. If you are not approved as a member,
you can have this decision reviewed by the
regional rent tribunal. This costs nothing.
The association cannot deny approval without very good reason. For example, certain
tenant-owner associations are for the elderly.
But discrimination on the grounds of colour,
religion or other similar factor is illegal.
One household, one vote
As a tenant-owner, you help to make decisions
on who is elected to the board, the auditors,
etc., and thus decide how the building is run.
This is done through an annual general meeting. Each tenant-owner has one vote.
The board
The board is responsible for the association’s
finances over the accounting year, and ensures
that the decisions made by the members at the
general meeting are implemented.
Charges
Tenant-owners have to pay charges. The
amount is usually split into twelve or four instalments, so that you pay monthly or quarterly. The charge is to cover the association’s
– 10 –
costs for the operation and maintenance of
the property, as well as interest and loan repayments
Maintenance funds
The association is responsible for regularly
putting aside funds for maintenance and
repairs of the external walls, stairs, wiring,
drains, etc. But the maintenance funds aren’t
always enough, so many associations borrow
money for maintenance.
The right household insurance
One difference between renting tenants and
tenant-owners is that tenant-owners have
wide-ranging responsibilities in terms of
maintenance. Household insurance therefore
needs to be suitable for this, and cover not
only personal property, but also fridges, freezers, stoves and other items such as window
panes and doors which could be damaged in a
break-in, fittings, etc. You will therefore need
household insurance with extra tenant-owner
cover!
Termination
If you pay the charges late and do not make
amends, your tenant-ownership may be terminated. The association can then repossess
your home and sell it to raise funds to cover
the unpaid charges. Your tenant-ownership
can also be terminated if you contravene the
association’s rules, such as rules on health,
tidiness and behaviour. For example, your
tenant-ownership can be terminated if you
keep pets which foul indoors or if you disturb
or threaten your neighbours. You must also
carry out maintenance, which every member
must take responsibility for. But if you follow
the rules, maintain your home and pay your
charges, you cannot lose you tenant-ownership rights.
Moving home
Disputes between individuals and removals
companies are quite common. If you employ a
removals company, ask if they use Bohag 2000
(General Provisions for Removals). Bohag
2000 includes rules which the Swedish Consumer Agency has negotiated with the removals industry. Here are a couple of examples of
what it includes:
Fixed price
First of all you should be given a fixed price. If
you are given an approximate price, the actual
price shouldn’t be more than 15% more than
this.
Cancellation
You can cancel up to fifteen days before the
moving date. If you cancel later, levels have
been agreed for how much you should pay. If
you cancel due to illness, you are not liable to
pay compensation.
Bohag 2000 is available on the Swedish Consumer Agency’s website, www.konsumentverket.se (search for Bohag 2000)
– 11 –
Debts
If you don’t pay
Debts mount up quickly. For example, a debt
with an annual interest rate of 20% will double
in just four years. If you do nothing about the
situation, it will only get worse. This is what
can happen, step by step:
Payment due date
The first thing that happens is that the creditor
(who you owe money to) sends an invoice (a
bill). This states how much you have to pay and
when (the payment due date). There is no rule
that says you must be given 30 days in which to
pay. If there are contractual terms and conditions giving a payment due date, this will apply.
The contract will have ended once the business
deal has been concluded. The contractual terms
and conditions are often found in small print
on the reverse of the contract.
If you have not paid by the payment due date,
you must pay when the seller demands payment. If you send payment via a post giro or
bank giro account, it is safest to pay four days
before the payment due date. Always check
that the demand is in order. Do not approve
this unless all charges are set out. Ask to see
the documentation that the demand is based
on. Keep all your receipts!
Reminder
If you do not pay on time, you will usually receive a reminder. The creditor may impose a
reminder charge if this has been agreed in your
contract. If you can’t find any provisions relating to a reminder charge, the simplest thing is
to ask the sender of the demand where it mentions the right to impose a reminder charge
in the terms and conditions. The creditor isn’t
obliged to send a reminder, unless this relates to a type of parking fine called a control
charge. It is therefore up to you to remember
when the invoices need to be paid.
– 12 –
Penalty interest
If your contract says that penalty interest must
be paid and a rate of interest is stated, then
this applies. Penalty interest may be charged
from the date stated in the agreement. This is
usually after the last due date. If there is no
contract, the provisions of the Swedish Interest Act apply. According to the act, the creditor is entitled to charge penalty interest one
month after the day on which the demand for
payment was sent. The credit agreement often
says how much penalty interest the company
will charge. If not, it may not be higher than
the Riksbank’s base rate plus 8 percentage
points.
Debt collection
If you do not pay, the creditor himself may
send a debt collection claim to you or employ
an agent, often a debt collection company, to
make you pay. The debt collection claim shall
clearly state the amount owed, the rate of interest and the charge for the collection cost. If
you cannot pay, you should immediately contact the person who sent the debt collection
claim. It may be possible to agree a new payment plan, although a charge may be payable
for this.
The Swedish Debt Collection Act explains
how debt collection should be carried out. According to the act, nobody should be subject
to unnecessary costs or harassment. The Swedish Data Inspection Board shall ensure that
this act is adhered to.
The enforcement service takes over
If despite the debt collection claim you do not
pay, the creditor (who you owe money to) or
the debt collection company may submit an
application for an injunction to pay to the enforcement service. An injunction to pay is a
decision from the enforcement service showing that you are liable to pay a claim.
Serving notice
The enforcement service sends you a letter
which you must sign for. This is called serving
notice. The notice served states how much
the creditor is demanding from you. You still
have the opportunity to pay the debt. If you
do, you should notify the enforcement service
that you have paid.
If you do not object, or if you do not respond,
the enforcement service will confirm the debt
and send their decision (a judgment) to you
and your creditor. After this, the creditor may
let the enforcement service collect the debt.
The notice served and the judgment process
means addition charges which you will have
to pay.
Record of non-payment of debt
Once the enforcement service or the district
court has confirmed the debt, a record of
non-payment of debt will be recorded with
various credit information registers. A record
of non-payment of debt makes it difficult or
impossible for you to borrow money, get credit cards, get a phone line or hire a care, TV
or video for at least three years. It may also be
difficult to rent a flat.
Distraint (collection)
The enforcement service can collect (carry
out distraint) in a number of ways. The most
common way is through deductions from
your salary, pension, sickness benefits or other
income (distraint on income).
– 13 –
Credit information
Credit information is information about your
financial circumstances, which may help a
creditor or landlord to make a financial assessment. All persons over the age of 15 living
in Sweden are included in credit information
registers. The Swedish Data Inspection Board
monitors credit information companies.
Anyone asking for credit information must
have legitimate need for this, such as if they are
in the process of entering into a credit agreement with you.
Each time a credit information agency supplies information about a private individual,
that person must be notified in writing about
the information supplied. You are also entitled to find out, free of charge, what information is held about you on file. The request
must be in writing and signed. Write to the
credit information company and refer to your
entitlement in accordance with the Swedish
Data Act to an excerpt from the register. State
your personal identification number, name
and address. If you believe that any information held about you in the credit information
register is incorrect or misleading, you should
ask for a correction to be made. The company
shall then “promptly investigate the matter”.
If it turns out that the information is incorrect, the company shall correct it and notify
all persons who have been given the incorrect
information during the last twelve months.
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