Complaining politely but clearly in Spanish

Key rules

• Complaint form: Businesses selling to the public must give you a hoja de reclamaciones when you ask, and refusing can be penalised.
• Faulty goods: Faulty goods or goods not as described have a three-year legal guarantee.
• Distance purchases: Online, distance and outside-the-shop purchases have a 14-day withdrawal right.
• Changed your mind: In a physical shop, returning a non-faulty item depends on the shop's policy.

The short version

Be calm, use "usted", state the problem, then ask for a solution. Spaniards are direct, so clear speech is not rude. If the problem is not solved, say you want the complaint form. That is your escalation step.

How to start

Open politely, say what is wrong in plain facts, and ask what they can do. Add "por favor" and "gracias".

• "Perdone, creo que ha habido un error con la cuenta."
• "Disculpe, esto no es lo que pedí."
• "Lo siento, pero el plato está frío, ¿podrían cambiarlo?"
• "Esto llegó roto; ¿qué opciones hay?"

If the person in front of you cannot help, ask: "¿Podría hablar con el encargado/responsable?"

If you want to be formal from the start, say: "Me gustaría hacer una reclamación."

Asking for a refund, exchange or replacement

Say which one you want. Then show your proof of purchase and say when you bought it.

• Refund: "Quisiera devolver este artículo y que me devuelvan el dinero." or "¿Me pueden reembolsar?"
• Exchange: "Quería cambiar esto por otra talla/otro color." or "¿Puedo cambiarlo?" If it is a gift, ask "¿Tienen ticket regalo?"
• Replacement or repair: "Este producto está defectuoso; quiero que me lo sustituyan." or "No funciona, ¿pueden repararlo o cambiarlo?"
• Proof: "Aquí tengo el ticket/la factura." "Lo compré hace tres días."

What you are actually entitled to

It depends on what went wrong.

• You changed your mind about something bought in a shop. There is no general right to return or exchange it. It depends on the shop's own policy. Many shops allow 15 to 30 days, often with a gift receipt. Ask before you buy.
• The item is faulty or not as described. You have a legal guarantee of three years. You can ask for repair, replacement, a price reduction or a refund. If the shop refuses, say: "Tengo derecho a la garantía legal."
• You bought online, at a distance or outside the shop. You have a 14-day right to withdraw. Some goods are excluded, such as personalised items.

When to ask for the complaint form

If the problem is still not solved, such as faulty goods, overcharging or a refused refund, say: "Quiero la hoja de reclamaciones."

• Businesses that sell goods or services to the public must have the hoja de reclamaciones available. They must also display a sign saying so.
• The business keeps one copy. You keep copies and send one to your regional consumer office, often called consumo or the OMIC.
• Refusing to give you the form can be penalised. If they still refuse, you can call the police.
• Many regions let you file the complaint online.

The form and process differ by region, so check your region's consumer office for the exact steps. Often just asking for the form is enough to get a business to find a solution. Say it calmly and without raising your voice.

The timeline and questions below cover deadlines and common doubts.

Timeline and deadlines

• Ask the shop about its return or exchange policy: Before you buy; many shops allow returns or exchanges for 15–30 days

• Withdraw from an online or distance purchase, or one made outside the shop: Within 14 days of receiving the goods

• Claim under the legal guarantee for faulty goods or goods not as described: Within three years of purchase

• Ask for the hoja de reclamaciones if the business refuses: Right away, if the problem is not solved after you have asked politely

Frequently asked questions

Can I return something I simply changed my mind about?

Not by right, if you bought it in a physical shop: returns for non-defective goods depend on the shop's own policy. Many shops allow returns or a gift receipt for 15–30 days, so ask before you buy. Online and distance purchases have a 14-day withdrawal right.

What if the shop refuses to fix a faulty product?

Faulty goods or goods not as described have a legal guarantee of three years, with repair, replacement, price reduction or refund. Say "Tengo derecho a la garantía legal" and show your ticket or invoice. If the shop still refuses, ask for the hoja de reclamaciones.

Does a business have to give me a hoja de reclamaciones?

Yes, businesses selling to the public must keep complaint forms available and display a sign saying so. The business keeps one copy, you keep copies and send one to the regional consumer office. If they refuse, you can call the police.

Will asking for the complaint form sound rude?

No, being clear is normal in Spain, and a calm voice with "por favor" and "gracias" keeps it polite. Try asking for the manager first with "¿Podría hablar con el encargado?".