Consumer protection in Moldova

A seller in Moldova is responsible for goods that do not conform to the contract at delivery. Depending on the case, the consumer can request free repair or replacement, followed by a price reduction or cancellation of the contract with a refund when the first remedy is unavailable, refused or unsuccessful. The seller covers repair or replacement costs, including postage, transport, handling, diagnosis, expert examination, dismantling, installation, labour, materials and packaging. Repair or replacement should take no more than 14 calendar days unless the consumer agrees to an extension. If an identical replacement is unavailable, the seller must offer another legally available remedy. For a defect identified within six months, the consumer may in some cases request a price reduction or refund directly after the seller refuses repair or replacement. A receipt is useful but not the only possible proof of purchase; other reliable evidence can also establish the transaction. A conforming non-food product may generally be exchanged for a similar product within 14 days, subject to statutory exceptions. Consumer contracts must provide relevant information and must not use unfair commercial practices or abusive clauses. Distance contracts and contracts made outside business premises generally allow withdrawal within a maximum of 14 calendar days, although statutory exceptions apply. The consumer should receive contract information on a durable medium, such as a form that can be stored and reproduced. Digital content or a digital service integrated into a purchased product can fall within the sale contract. Standalone digital-content and digital-service protections remain dependent on the final status and scope of the relevant Moldovan legislation, so consumers should not assume that every online service has the same remedies as a physical product. Online purchases also require attention to delivery terms, return conditions, counterfeit goods and misleading offers. A pilot eDemocrație service can support complaints against online merchants and may lead to an individual or collective petition; an electronic signature is needed for the authority procedure. Financial consumer protection covers banks, non-bank credit organisations known locally as OCNs, insurers and insurance intermediaries, payment-service providers, electronic-money issuers, exchange offices and investment providers. CNPF handles consumer petitions in these areas, while BNM focuses on prudential banking supervision and financial education. Since Law no. 189/2025, the consumer should first submit a written complaint to the financial provider and keep proof of delivery. The provider should answer in writing within no more than 15 working days. Silence counts as a tacit refusal, after which the consumer can contact CNPF or bring a civil claim. CNPF lists the consumer telephone number 022 85 95 95. Charges, interest, commissions, bundled products, aggressive debt collection and misleading advertising create common financial risks. Unauthorised providers, private loans and many forex or cryptocurrency platforms may fall outside CNPF protection. Cryptocurrencies are not regulated in Moldova, so users should not assume that their funds receive regulatory protection. For air travel, Moldova's Civil Aviation Authority, or CAA, handles documented consumer issues such as denied boarding, cancellation, long delays, overbooking and lost or damaged baggage under Government Decision no. 836/2012. The passenger should first complain to the airline or other responsible provider and then submit the matter to the CAA when necessary. An electronically submitted petition requires an electronic signature, and the CAA can forward it to the competent authority within a maximum of five working days. A broad package-travel ombudsman service has not been established as a confirmed general Moldovan pathway, so package-travel claims require case-specific checking. ANRE regulates consumer matters involving electricity, heat, natural gas, water and wastewater within its competence. It offers free advice through the Green Line 0 8001 0008 from Monday to Friday, 09:00–12:00 and 13:00–17:00, and through consumer@anre.md. It can explain rights and duties, service quality, interruption periods and available dispute procedures, and it examines supplier disputes within its legal authority. Health-related complaints may involve several institutions. ANSP oversees consumer protection in medical services, while AMDM authorises and supervises medicines, pharmaceutical activity and medical devices. Anyone can report a suspected adverse reaction, lack of effectiveness or medication error through AMDM's electronic reporting system, by telephone at +373 22 88 43 38 or by email at farmacovigilenta@amdm.gov.md. For non-conforming food or medicines, the seller may owe replacement or a refund. A health or safety risk should also be reported to ANSP or AMDM rather than only to ISSPNPC. For ordinary goods and services, the consumer should complain to the seller or provider during the guarantee period, using the guarantee certificate, receipt or another purchase record. The provider must accept, register and examine the complaint. The remedy or written response should normally follow within 14 calendar days. If the provider claims that the consumer caused the defect, the provider must notify the consumer in writing within that period about an expert examination; the seller bears the expert-examination costs in the circumstances defined by the applicable rules. Since 2024, Moldova no longer requires a separate Registru de Reclamații, but the duties to receive and process complaints remain. An unjustified refusal or silence can justify a complaint to ISSPNPC or a civil claim. ISSPNPC accepts complaints electronically or by post and lists the consumer telephone number 022 51 51 51. General administrative proceedings normally take 30 days and may be extended by up to 15 days under the Administrative Code. Hotline and online submissions identified as free do not remove possible court costs. Fraud requires rapid evidence preservation and contact with the affected provider. For an unauthorised payment or compromised account, contact the bank or payment provider immediately. Keep URLs, messages, payment details, screenshots and exact time records. A regulated financial provider can be reported to CNPF, while suspected criminal conduct should be reported through the Ministry of Internal Affairs or the police, including the national online crime-reporting platform for identity theft, card fraud, account takeover, malware and extortion. BNM warns against identity misuse, promises of quick profits and unregulated cryptocurrency offers. Alternative dispute resolution, meaning a non-court process for resolving a consumer dispute, exists within the framework of Law no. 105/2003, but the responsible body depends on the sector and case. The civil courts remain the general fallback when an authority or provider does not resolve the claim.