How long do I have to return faulty goods?

You can reject faulty goods for a full refund within 30 days of receiving them. After that, the retailer gets one chance to repair or replace them; if that fails you can ask for a refund or a price reduction.

Who has to prove the fault was there when I bought it?

In the first six months, the fault is presumed to have been there when you received the goods unless the retailer can show otherwise. After six months, it is for you to show it.

What if I paid by credit card?

For goods costing more than £100 and up to £30,000 bought by credit card, the card provider may be jointly liable under section 75 of the Consumer Credit Act 1974. Debit card payments may be covered by chargeback.

Faulty Goods Complaint Letter

A complaint letter to a shop or online retailer about faulty goods, using your rights under the Consumer Rights Act 2015 in England and Wales to ask for a refund, repair or replacement.

Applies in England and Wales. General information, not legal advice — talk to a lawyer about your situation.

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If something you bought from a shop or online retailer is faulty, the Consumer Rights Act 2015 gives you the right to a refund, repair or replacement, depending on how long you have had it. Your rights are against the retailer you bought from, not the manufacturer.

This letter is for goods bought by a consumer from a business in England and Wales. It does not cover private sales between individuals.

When to use it

Goods are faulty, not as described or not fit for their purpose.
The retailer has refused or ignored your complaint in person or by phone.
A repair or replacement has not fixed the problem.

How it works

Describe the purchase — What you bought, when, how much and any order number.
Describe the fault — Say plainly what is wrong and when you noticed it.
Choose what you want — A full refund is available within 30 days of getting the goods. After that, ask for a repair or replacement first; if that fails, you can ask for a refund or price reduction.
Send it and keep proof — Send it by post and email, keep copies, and keep the goods and packaging.

Making it valid

Only your own signature is needed — no witness or notary.
Enclose a copy (not the original) of your receipt or order confirmation, and photos of the fault if you have them.

Common mistakes

Complaining to the manufacturer instead of the retailer you bought from.
Asking for a full refund after 30 days without first allowing a repair or replacement.
Sending your original receipt.

Questions

How long do I have to return faulty goods?: You can reject faulty goods for a full refund within 30 days of receiving them. After that, the retailer gets one chance to repair or replace them; if that fails you can ask for a refund or a price reduction.
Who has to prove the fault was there when I bought it?: In the first six months, the fault is presumed to have been there when you received the goods unless the retailer can show otherwise. After six months, it is for you to show it.
What if I paid by credit card?: For goods costing more than £100 and up to £30,000 bought by credit card, the card provider may be jointly liable under section 75 of the Consumer Credit Act 1974. Debit card payments may be covered by chargeback.