Household appliance broken? There is a “free service by law” you should know about.

Household appliances such as refrigerators, washing machines, and televisions can be returned to stores at no charge when purchasing a new equivalent item. If a fee is charged for this service, it should be refused as it is illegal.

“If your refrigerator or washing machine is no longer functioning, or if your television has seen better days and cannot be repaired, you can deliver it to any store or have it collected when the new equipment is delivered. These services are free by law,” a consumer protection organization explains.

DECO PROTeste emphasizes that, despite the legal obligation to collect items free of charge, “some stores do not inform customers about this option or charge indirectly for the service.”

In such cases, the organization suggests filing a complaint using DECO PROTeste’s Reclamar Platform or contacting regulatory entities such as the General Inspection of Agriculture, Sea, Environment and Spatial Planning, or the Food and Economic Safety Authority (ASAE).

“Consumers have rights when saying goodbye to their appliances, and the law guarantees these in various situations,” DECO PROTeste concludes.

Can stores charge for taking back an old appliance?

The consumer protection organization clarifies that they cannot: “Stores are obliged to accept the old appliance when buying a new one to replace it, provided it is equivalent or serves the same functions,” it states.

“When the sale involves delivering the purchased appliance to the home, stores are also required to ensure the collection of the replaced equipment. They cannot charge for this service. Failure to accept the equipment may result in a fine of up to 216,000 euros,” the organization reveals.

Moreover, consumers should note that the law does not stipulate timeframes or require coinciding dates, meaning that collection depends solely on the consumer’s willingness and can be arranged by mutual agreement. Typically, collection occurs at the time of new equipment delivery.

And what about small appliances?

This rule only applies to “large appliances, such as refrigerators, washing machines, dishwashers, and televisions.”

“Small appliances (with no external dimension greater than 25 centimeters)—such as toasters—can be delivered for free at retail stores with sales areas equal to or greater than 400 square meters, without the obligation to purchase new equipment,” the consumer protection organization adds.

According to DECO PROTeste, “This is valid both for purchases made in an online store or a physical store, either when buying a new equivalent device, due to the old one’s malfunction, obsolescence, or replacement desire.”