My problem isn't solved
A company doesn't answer, refuses to repair or to refund you? Here is the official route in Belgium, step by step. Most steps are free.
Contact customer service, in writing Free
The company must be easy to contact and cannot force you to call a premium-rate number. It must deal with your complaint.
Write (email or form) rather than phone: you keep a record. Note dates and case numbers, keep the invoice or receipt, photos and screenshots.
Find the right contact on Belzo →Free model letters (FPS Economy, FR/NL) ↗
No answer or a refusal? Send a formal notice Free
A formal notice (“mise en demeure” / “ingebrekestelling”) describes the problem, says what you want (repair, replacement, refund…) and sets a reasonable deadline.
Send it by registered post (or at least by email, keeping a copy): it's your proof. Each Belzo page has a ready-made letter to help you.
Ask for free mediation Free
The Consumer Mediation Service is a free public service, in English, French, Dutch or German. If needed, it forwards your case to the ombudsman for your sector.
Condition: you must first have tried to solve the problem with the company. A complaint made to the company more than a year ago may be refused, so don't wait.
Good to know: mediation doesn't oblige the company to take part and its recommendation is not binding. But it settles many disputes without going to court.
As a last resort: the justice of the peace
The justice of the peace handles claims up to €5,000. Before any trial, you can ask for free conciliation with a simple letter to the justice of the peace of your area. If you reach an agreement, the official record has the same value as a judgment.
Otherwise the case starts with a summons (through a bailiff) or a voluntary appearance of both parties. The court fee is €50 at the justice of the peace. A lawyer is not compulsory. Above €5,000, it's the court of first instance.
Free first legal advice, whatever your income: “first-line legal aid” (in courthouses, justices of the peace, justice houses and some CPAS/OCMW). Depending on your income, a lawyer can be free or partly free.
The justice of the peace explained (FR) ↗Official court fees (FR) ↗Free legal aid (FR) ↗
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The ombudsman for your sector
The Consumer Mediation Service forwards your case to the right ombudsman itself. You can also contact the one for your sector directly:
Bought from a company in another European country?
The European Consumer Centre (ECC Belgium) informs and helps you for free with a company in the EU, Norway, Iceland or the UK. Phone: 02 277 99 00 (working days, 9 am – 12.30 pm). For a dispute up to €5,000 there is also the European Small Claims Procedure, entirely in writing and without a lawyer.
Your most useful rights
2-year legal guarantee
Free and compulsory on new products (at least 1 year second-hand). The seller must first repair or replace, otherwise reduce the price or refund. During the 2 years, it is up to the seller to prove the defect wasn't there. Tell the seller within 2 months of discovering the defect. Official source ↗
14 days to change your mind
For an online or distance purchase you can withdraw within 14 days of delivery, even during sales, then return the product within 14 days. There are exceptions (personalised or perishable goods, unsealed hygiene products…). Official source ↗
An unfair or misleading practice?
Report it to the Economic Inspection via ConsumerConnect. Note: a report helps stop the practice, but it does not solve your personal problem. Questions: 0800 120 33 (Mon-Fri, 9 am – 5 pm).
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Belzo on your phone,
in one tap.
Add Belzo to your home screen: it opens like an app, pages you have already viewed stay available offline, and “My requests” is always at hand.
On iPhone: tap the Share button ⬆️ then “Add to Home Screen”.
On Android: menu ⋮ then “Install app”. On a computer: install icon in the address bar.
Belzo is installed on this device.
An App Store and Google Play app will follow later.
Sources: FPS Economy (ConsumerConnect), Consumer Mediation Service, tribunaux-rechtbanken.be, ECC Belgium — checked on 01/10/2026. Belzo gives practical information, not legal advice. How Belzo checks