The user as a consumer

Name three basic consumer rights (truthful information, a safe product, the right to complain) and give an example from your own life for each: a label, a toy recalled from the market, a purchase you returned.

Explain what the legal guarantee of a product is in Spain (the years the seller must answer for if the product fails) and how it differs from a return by right of withdrawal (changing your mind in an online purchase). Give an example of each case.

Distinguish between buying out of necessity and impulse buying using two of your own examples. Explain what tactics encourage impulse buying (countdown offers, "last remaining units", placing sweets at the checkout) and a strategy to protect yourself against each one.

You are comparing two mobile phones: phone A costs $180\ \text{€}$ with a $1$-year warranty and an average rating of $3,9$ out of $5$ ($40$ reviews); phone B costs $230\ \text{€}$ with a $2$-year warranty and a rating of $4,6$ ($500$ reviews). Justify your purchase using all the data: what matters most to you, what the number of reviews says compared to the rating, and what role the warranty plays.

You are comparing three backpacks: A, $25\ \text{€}$ (one season according to reviews); B, $55\ \text{€}$ (lasts around $3$ school years); C, $35\ \text{€}$ second-hand, almost new, of brand B.

1. a) Calculate the cost per school year of each option and explain what 'cost per use' is and why it sorts purchases better than price.
2. b) Add two non-economic criteria (environmental impact, guarantee) and decide which one you would buy, defending the choice.

Explain what misleading advertising is and spot the possible deception in these adverts: (a) 'the detergent the champions' mothers wash with'; (b) 'was $99\ \text{€}$, now $49\ \text{€}$' on a product that never cost $99\ \text{€}$; (c) '$95\ \%$ of dentists recommend it' without saying how many they asked. Which one seems most serious to you and why?

Distinguish a useful review from a suspicious one in an online shop: (a) 'I've had it for $3$ months and the battery lasts $2$ days, the camera is weak at night'; (b) 'THE BEST THING I'VE EVER BOUGHT!!!' written on launch day. Explain three signs for detecting fake or bought reviews.

A shop advertises "TODAY ONLY! $50\ \%$ discount: was $80\ \text{€}$, now $40\ \text{€}$". You look up the product's price history and discover that its usual price was $45\ \text{€}$.

1. a) Calculate the real discount compared to the usual price and compare it with the advertised discount.
2. b) Explain what technique the advert uses and what two quick checks protect you from inflated offers.

You buy headphones that stop working after two weeks. Describe the steps to make a complaint in Spain: first to the seller (repair, replacement, or refund under warranty), then the official complaint form, and, if that is not enough, your local consumer office (OMIC). Explain what proof you should always keep.

You buy a pair of $40\ \text{€}$ wireless headphones that stop charging after $20$ days. Write the steps for complaining: first to the seller with the receipt, explaining the fault (repair, replacement or refund within the legal guarantee), then the official complaints form and, if that is not enough, the local consumer protection office. Write the first message you would send to the shop with the essential details.

On October 10, you buy a pair of trainers online for $60\ \text{€}$ from a Spanish online store. On November 20 ($41$ days later), the parcel has not arrived and you request a full refund of your money. The company replies: "The statutory cooling-off period is $14$ calendar days from the date of purchase, so it has expired. Furthermore, our internal policy does not allow refunds if the order is already with the courier company."

1. a) Refute both of the store's claims using consumer regulations (TRLGDCU): clarify what the maximum legal delivery period is for an online purchase and when the right of withdrawal (cooling-off) period actually starts.
2. b) The store accepts the cancellation on November 25, but by January 10 they still have not transferred the money to you. Justify what financial compensation you are entitled to for this unjustified delay and draft the formal claim demanding the exact amount you are legally owed.

You bought a school backpack online for $45\ \text{€}$, and after three weeks of normal use, a seam tears. When you complain to request a replacement, the store replies: "The $14$-day return period has expired. If you want the manufacturer to inspect it, you must send the backpack to us, paying the shipping costs ($8\ \text{€}$) and an expert assessment fee of $15\ \text{€}$ to certify that it was not due to your negligence."

1. a) Refute the store's arguments by distinguishing the right of withdrawal from the statutory conformity guarantee: explain the legal duration of the guarantee in Spain, who bears the burden of proof during the first year, and what the law requires regarding the cost-free nature of repair or replacement.
2. b) Draft the formal complaint demanding a repair or replacement at no cost, and indicate which public consumer body (such as the OMIC or Consumer Arbitration Boards) you will turn to if you do not receive a favorable response within $14$ days, justifying why consumer arbitration protects you without legal fees.