Faulty Goods (Consumer Rights Act)
Bought something that doesn't work? Know your rights.
At a Glance
| Difficulty | ā Easy |
| Time to DIY | 30 minutes |
| Payout | Refund, repair, or replacement |
| Time Limit | 6 years |
| Escalation | Small Claims Court |
What Is It?
Under the Consumer Rights Act 2015, goods you buy must be:
- Satisfactory quality ā free from faults, safe, durable
- Fit for purpose ā do what they're supposed to do
- As described ā match any description or sample
If they're not, the retailer (not the manufacturer) must put it right.
Your Rights Timeline
| Time Period | Your Rights |
|---|---|
| First 30 days | Full refund (short-term right to reject) |
| 30 days ā 6 months | Repair or replacement (then refund if that fails) |
| 6 months ā 6 years | Repair, replacement, or partial refund (you prove the fault existed at purchase) |
Am I Eligible?
ā You're covered if:
- You bought as a consumer (not a business)
- From a trader (shop, website, market stall)
- The goods were faulty when sold (or the fault appeared later due to an inherent defect)
ā You're NOT covered if:
- You bought from a private seller (e.g., eBay private listing, Facebook Marketplace individual)
- You caused the damage
- The fault was pointed out before purchase
- You simply changed your mind (that's a separate right)
The 30-Day Rule
Within 30 days of receiving goods, you have the "short-term right to reject."
This means:
- You can return faulty goods for a full refund
- No need to accept repair or replacement
- Retailer must refund within 14 days of getting the goods back
Important: This only applies if the goods are faulty. Changing your mind is different (see below).
After 30 Days
Between 30 days and 6 months:
- Ask for repair or replacement (your choice, but must be reasonable)
- One chance to fix it ā if repair/replacement doesn't work, you can then ask for a refund
- Refund can be reduced for use if you've had the goods a while
After 6 months:
- Same rights, but you must prove the fault existed at purchase
- Expert reports may help for expensive items
Step-by-Step Process
Step 1: Contact the Retailer
- Go back to where you bought it (not the manufacturer)
- Explain the fault
- State your rights under the Consumer Rights Act 2015
Step 2: Know What to Ask For
- Under 30 days: Full refund
- Over 30 days: Repair or replacement (then refund if that fails)
- Be specific: "I'm exercising my statutory rights under the Consumer Rights Act"
Step 3: Put It in Writing
If they refuse or delay, write to them formally:
- Describe the fault
- State when you bought it
- Reference your Consumer Rights Act rights
- Give a deadline (14 days)
Step 4: Escalate If Needed
- Credit card purchases Ā£100+: Use Section 75
- Any card: Use chargeback
- Still refused: Letter Before Action, then Small Claims Court
What the Retailer Can't Say
| They Say | The Truth |
|---|---|
| "Contact the manufacturer" | No ā your contract is with the retailer |
| "You need the receipt" | You need proof of purchase ā bank statement is fine |
| "It's outside the warranty" | Warranty is extra; statutory rights last up to 6 years |
| "You've had it too long" | Rights last up to 6 years (not just the returns window) |
| "It's wear and tear" | If it fails unreasonably quickly, that's a fault |
Changing Your Mind (Different Rules)
If goods aren't faulty but you've changed your mind:
- In-store: No automatic right to return (shop policy only)
- Online/phone/catalogue: 14-day cooling-off period (from delivery)
- Exceptions: Personalised items, perishables, sealed hygiene products opened
Common Questions
Q: The shop says my warranty has expired ā does that matter?
Warranties are on top of your statutory rights, not instead of them. You have rights for up to 6 years regardless of warranty.
Q: I don't have the receipt ā can I still claim?
Yes. You need proof of purchase, which can be a bank statement, email confirmation, or even a credit card statement.
Q: The fault appeared after 6 months ā is it too late?
No, but you need to prove the fault existed at purchase (e.g., manufacturing defect). An expert report can help for expensive items.
Q: It was a gift ā can I return it?
Tricky. The buyer has the contract with the retailer. They may need to claim, or give you the proof of purchase.