Your Rights When Goods Are Faulty

Who should read this

• Anyone who has bought goods that are faulty, not as described or not fit for purpose.
• Anyone whose complaint has been refused by a retailer.

What the law says

• Under the Consumer Rights Act 2015, goods bought from a business must be of satisfactory quality, fit for their purpose and as described.
• Your rights are against the retailer that sold you the goods, not the manufacturer.
• Within 30 days of receiving faulty goods you can reject them and get a full refund.
• After 30 days, the retailer has one opportunity to repair or replace the goods. If that fails, you can ask for a price reduction or reject the goods for a refund.
• For the first six months, a fault is presumed to have been there from the start unless the retailer proves otherwise.
• These rights do not apply to private sales between individuals, where the goods need only be as described.

Steps

1. Stop using the goods — Keep them, the packaging and your proof of purchase.
2. Complain to the retailer — Say what is wrong and what you want. Put it in writing if they do not resolve it straight away.
3. Use your card protection — If you paid by credit card and the goods cost more than £100 and up to £30,000, the card provider may be jointly liable (section 75 of the Consumer Credit Act 1974). Debit card payments may be covered by chargeback.
4. Try alternative dispute resolution — Ask whether the retailer belongs to an ombudsman or dispute resolution scheme.
5. Consider a small claim — As a last resort, you can claim in the county court after sending a letter before action.

Documents you'll need

• Receipt, order confirmation or bank statement.
• Photos or video of the fault.
• Copies of your complaint and the retailer’s replies.

Fees

• Complaining costs nothing. The retailer should bear the cost of returning faulty goods.
• Court fees apply only if you make a claim; check GOV.UK.

Timeline

A refund must be paid within 14 days of the retailer agreeing that you are entitled to it. Repairs and replacements must be done within a reasonable time.

Common mistakes

• Accepting “it is the manufacturer’s problem” — your contract is with the retailer.
• Assuming a guarantee is your only protection; your legal rights are separate and can last longer.
• Delaying — the 30-day right to a full refund is short.

Questions

Do I need the receipt?

No, but you need some proof of purchase, such as a bank statement or order email.

What if I simply changed my mind?

There is no general legal right to return goods bought in a shop because you changed your mind. Goods bought online or by phone can usually be cancelled within 14 days of delivery.

How long do my rights last?

You can bring a claim for faulty goods for up to six years from purchase in England and Wales, though it becomes harder to prove a fault was present from the start as time passes.

When to consult a lawyer

• The goods are high value, such as a car or a kitchen.
• Faulty goods have caused injury or damage to other property.

Related

• Create a faulty goods complaint letter →
• Making a small claim →
• Find a solicitor or barrister →