Understanding Your Rights When Goods Are Faulty
When you buy goods in the UK, you are protected by the Consumer Rights Act 2015. This law states that any product you purchase must be as described, fit for its intended purpose, and of satisfactory quality. If an item turns out to be faulty – meaning it’s broken, doesn’t work as expected, or develops a problem sooner than you’d reasonably expect – you have clear legal rights.
A faulty product under the Consumer Rights Act 2015 is one that is damaged, not working properly, missing parts, or not matching its description. If this happens, you are usually entitled to ask for a repair, replacement, or refund. Your right to a refund is strongest if you act quickly after purchase, but even after this period, you can still ask for a repair or replacement.
These protections ensure you’re not left out of pocket if something you’ve bought doesn’t meet the expected standard. For a full overview of your rights and what to do next, you can explore problems with purchased goods for more guidance.
How to Return Faulty Goods
When you find that a product you’ve bought is faulty, it’s important to act quickly. Under the Consumer Rights Act 2015, you have the right to return faulty goods and request a refund, repair, or replacement. Start by contacting the seller as soon as possible – whether you bought the item in-store, online, or by phone. Clearly explain the problem and provide details such as your order number, date of purchase, and proof of purchase (like a receipt or confirmation email).
Always keep a record of your communication with the seller and any evidence of the fault. Acting promptly helps protect your rights and makes the process smoother. If you need to make a formal request, you may find it helpful to use letter templates for requesting refunds or returns, or learn more about how to cancel or return goods bought online, over the phone, or by mail order.
The process for returning faulty goods can vary depending on where and how you bought the item. It’s also crucial to know the time limits for making a return – these can differ for in-store and online purchases. For detailed guidance on how long after purchase can I return faulty goods, visit our dedicated page.
Your Refund, Repair, or Replacement Options
When you buy goods in the UK that turn out to be faulty, you have strong legal rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or unfit for purpose, you can usually choose whether to ask for a repair, a replacement, or a refund.
Full Refunds: If you report the fault within 30 days of receiving the goods, you’re entitled to a full refund. This is known as the “short-term right to reject.” After this period, your right to a refund may be reduced to a repair or replacement first.
Repairs or Replacements: If you’ve had the product for more than 30 days but less than six months, the seller must offer a free repair or replacement if the goods are faulty. Repairs and replacements should be carried out within a reasonable time and without causing significant inconvenience. If the repair or replacement is unsuccessful, or if the fault persists, you can then ask for a refund or a price reduction.
Partial Refunds: If you’ve had the product for more than six months, you may still be entitled to a repair or replacement. However, if a refund is agreed, the seller may be able to reduce the amount to reflect the use you’ve had from the product.
Warranties and Guarantees: In addition to your legal rights, you may also be covered by a manufacturer’s warranty or guarantee. These can offer extra protection and may be useful if the seller is unhelpful. Find out more about how to claim using a warranty or guarantee.
Remember, your statutory rights apply regardless of any store policies or additional warranties, and the seller – not the manufacturer – is responsible for putting things right if goods are faulty.
What to Do If the Seller Refuses to Refund or Replace Faulty Goods
If a seller refuses to refund or replace faulty goods, you still have strong rights under the Consumer Rights Act 2015. This law states that goods must be as described, of satisfactory quality, and fit for purpose. If they aren’t, you can usually demand a refund, repair, or replacement – especially if you act within 30 days of purchase.
Start by contacting the seller in writing, clearly explaining the issue and the outcome you expect. Keep a record of all communications, receipts, and photos of the faulty item. If the seller continues to refuse, you can find more detailed guidance on what to do if a company won’t refund you in the UK.
If your complaint isn’t resolved, consider escalating by contacting a consumer protection body or using an alternative dispute resolution (ADR) service. These services can help mediate between you and the seller without going to court.
As a last resort, you may be able to take legal action through the small claims court for the value of the goods or the cost of repairs. Before doing so, make sure you have kept all evidence and detailed records of your efforts to resolve the issue.
Be cautious of sellers who make excuses or ask for unusual payment methods, as these can be signs of scams. For expert advice on spotting and avoiding scams, see our dedicated guide.
If you need further support or aren’t sure what to do next, you can get more help with consumer issues.
Special Situations and Related Consumer Rights
When dealing with faulty goods, some situations require extra steps or involve additional rights under UK law. Here’s what you need to know about these special circumstances:
If the company you bought from stops trading or goes out of business before your issue is resolved, your options may change. You can find out more about your rights and next steps if a company stops trading or goes out of business.
If faulty goods cause damage to your property or result in personal injury, you may be entitled to compensation under the Consumer Protection Act 1987. For help on how to claim compensation if an item or product causes damage, see our dedicated guidance.
When you paid by card or PayPal, you may have extra protection. Section 75 of the Consumer Credit Act 1974 allows you to claim a refund from your credit card provider for purchases over £100. Learn more about getting your money back if you paid by card or PayPal.
If you change your mind or discover a fault soon after buying online or off-premises, you usually have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. Find out how to cancel a purchase within 14-day cooling-off period.
Digital downloads (such as software, music, or films) are covered by the Consumer Rights Act 2015, but the rules differ from those for physical goods. For specific information, see our section on refunds for faulty digital downloads.
If you suspect your goods are fake or counterfeit, you have the right to report fake or counterfeit goods, which can help protect others and may support your case for a refund.
In cases where you think you may have bought stolen goods, further steps are required. Read our advice on if you think you’ve bought stolen goods.
If you bought an item at the wrong price and it turns out to be faulty, your rights may depend on whether the price was a genuine mistake or misleading. See what to do if you bought a mis-priced item.
Finally, buying a faulty car comes with its own challenges and legal protections, including the right to repair, replacement, or refund. For detailed steps, visit our guide on if you bought a faulty car.
Understanding these special situations ensures you get the right outcome and know where to turn if things go wrong.
