Llei 13/2013 applies to conduct producing effects in Andorra, regardless of the supplier’s seat or the customer’s residence. It protects natural and legal persons acting as final customers, and consumer rights cannot generally be waived; vulnerable customers, including people with disabilities, require particular consideration. Goods and services should be safe, advertising and offers must state objective information truthfully, and the total price including taxes must be visible. Substantial information can include origin, composition, manufacturer, quantity, price and durability, and the supplier should provide an invoice or receipt. Advertising statements can become binding, and abusive contract clauses are invalid; doubts about their meaning are interpreted against the party that drafted them. For durable movable goods, the statutory guarantee lasts at least two years, while a used good may have a contractually agreed period of at least one year. A lack of conformity normally leads first to free repair or replacement, including transport, labour and materials, within a reasonable period. If that does not resolve the problem, the customer may seek a price reduction or end the contract, except where the defect is minor. A lack of conformity is presumed during the first six months, and the assessment can include the contract, the agreed budget and public product claims. Door-to-door and other off-premises contracts generally allow withdrawal within seven working days without a penalty, subject to exceptions such as personalised or perishable goods, recordings and periodicals; the written contract should be supplied in two copies. Llei 20/2014 regulates electronic contracting and digital offers. The operator’s identity, contact details and other required information must remain accessible without charge, and electronic declarations and contracts can have legal effect. An automated checkout should explain the order process, acceptance, conclusion of the contract, available language and additional costs. In a cross-border consumer contract, the law of the customer’s habitual residence can apply when the operator directs activities to that state, while Andorran consumer rights remain a minimum level of protection. Andorra Telecom provides a customer channel through 115 and online or written contact, but the available material does not establish a separate local consumer alternative-dispute-resolution body. Financial complaints follow a different path. The Autoritat Financera Andorrana, or AFA, supervises banks, investment firms, insurers, payment and electronic-money providers, digital-asset services and crowdfunding. Check the AFA register before transferring money, and request tariffs and commissions in advance. A contractual change normally requires at least two months’ notice and a right to withdraw. The customer or an authorised representative first complains to the financial entity; if there is no answer within one month, the complaint can go to the AFA with identification, a signed form and supporting documents. An AFA report is not binding on the contract or on compensation claims, so abusive clauses, damages and court proceedings remain matters for the courts. Do not send money or personal data to an unverified investment platform. Travel, energy and health products also have specific rules. Tourist accommodation must be registered with the Comú and show its HUT registration number in every advertisement; omitting it can lead to a serious infringement of up to €3,000, while marketing an unregistered accommodation can lead to a very serious infringement of up to €18,000. Ski-pass insurance is not included in the forfait and must be offered separately. If a station never opens because of weather, the remedy is a voucher for the current or next season; after opening, a full-day closure can lead to a voucher only when requested before more than half of the ticket’s validity has elapsed, while limited lift availability or bad weather at an open station normally gives no general refund. Keep the ticket, terms and advertising. FEDA is the dominant electricity supplier, and state rules regulate tariffs; report outages at 145, which operates around the clock, and use FEDA’s Oficina Virtual for bills, meter readings and complaints. The Govern and the Ministeri de Salut handle product-safety alerts, recalls and health-product issues, while the Centre de Farmacovigilància accepts reports of reactions from members of the public, patients and relatives. The official full de queixa, reclamació i denúncia de consum is free and must be available from commercial businesses and service providers in paper and electronic form, including for distance sales. Submit it online, to the Unitat de Comerç i Consum or through tourism offices in the parishes, preferably after attempting direct settlement with the supplier. The form has three sheets for the authority, customer and company. Attach the receipt, invoice, contract, advertisement, photographs and messages; missing evidence can generally be supplied within ten days. The supplier has up to one month to answer, the e-Tramits procedure can take up to 60 working days, and an administrative appeal normally has to be filed within one month after notification. Mediation or conciliation requires both sides’ express consent. A denuncia can trigger inspection or sanctions, and an immediate serious safety risk can lead to suspension or seizure. Minor, serious and very serious infringements can carry fines of up to €2,000, €10,000 and €100,000 respectively, with limitation periods of one, two or three years depending on the infringement. The Unitat does not handle private-to-private disputes, purely non-consumer matters, community disputes or standalone compensation claims; those may require court proceedings. Commercial deception can be reported through a consumer complaint and, where appropriate, a denuncia. Suspected criminal fraud, phishing or identity theft belongs with the Policia d’Andorra, while a payment or account fraud should be reported to the bank immediately. Preserve advertisements, chats, payment records and other evidence. Andorra has no established direct local equivalent to the European Consumer Centre or EU ODR in the reviewed material, and the Raonador del Ciutadà concerns public administration rather than ordinary private consumer disputes.
Consumer protection in Andorra
Consumer protection in Andorra gives private end customers rights when they buy goods, services, financial products or digital offers from commercial or professional suppliers. Prices, essential product information, advertising claims and contract terms must be transparent, while unsafe or defective goods trigger specific remedies. Complaints usually start with the supplier and can then go to the Unitat de Comerç i Consum, the AFA, the health authorities, FEDA or the Police, depending on the subject.
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