Understanding Your Rights When Returning Faulty Goods
When you buy goods in the UK, your rights are protected by the Consumer Rights Act 2015. This law states that all products must be as described, of satisfactory quality, and fit for purpose. If something you buy turns out to be faulty or defective, you have clear legal rights to return it and ask for a remedy.
What Is Considered a Faulty or Defective Product?
A product is considered ‘faulty’ if it:
Does not work as it should (for example, an appliance that won’t switch on)
Has visible damage or defects when you receive it
Doesn’t match the description or sample shown at the time of purchase
Fails to last for a reasonable amount of time, given its price and type
Common examples include electronics that don’t function properly, clothing with tears or stains, or furniture that arrives broken. Normal wear and tear or accidental damage usually isn’t covered.
Your Options: Refund, Repair, or Replacement
Under UK law, you have the right to several remedies if you receive a faulty product:
Full Refund: If you return the item within 30 days of purchase (or delivery), you can usually claim a full refund. This is known as the ‘short-term right to reject.’
Repair or Replacement: After 30 days, the retailer can offer to repair or replace the faulty item. If repair or replacement is not possible, or the problem persists, you may still be entitled to a refund (sometimes with a deduction for use).
Partial Refund: If you’ve had the item for a while, the retailer may offer a partial refund, taking into account how long you’ve had the product and how much use you’ve had from it.
Why Acting Quickly Matters
Time limits are crucial when returning faulty goods. The right to a full refund only lasts for the first 30 days after purchase. After this period, your rights change, and the retailer may offer repair or replacement first. Acting promptly makes it easier to prove the fault was present when you received the item and ensures you get the remedy you prefer.
For a broader overview of your rights and the process involved, see our main guide on returns and refunds for faulty goods.
Understanding these rights can help you act confidently if you ever receive a defective product. Always keep your proof of purchase, and contact the retailer as soon as you discover a fault to make sure you get the support you’re entitled to.
What Are Faulty Goods?
What Are Faulty Goods?
Under UK consumer law, goods are considered “faulty” if they do not meet certain standards set out in the Consumer Rights Act 2015. This law states that all products must be:
Of satisfactory quality: The goods should be free from defects, safe to use, and durable, taking into account what you would reasonably expect given the price and description.
Fit for purpose: The item should do what it is supposed to do. If you told the seller you needed it for a specific purpose, it should meet that need.
As described: The goods must match any description given to you, or any models or samples shown before purchase.
If a product does not meet any of these criteria, it is likely to be classed as faulty.
Common Examples of Faulty Goods
Faulty goods can include a wide range of issues, such as:
An electrical appliance that does not work straight out of the box.
Clothing with broken zips, missing buttons, or holes.
Furniture that arrives with scratches, dents, or missing parts.
A mobile phone that will not charge or has a cracked screen on delivery.
Toys with missing pieces or safety hazards.
It does not matter whether the fault is obvious or only becomes clear after you start using the item – if it was present at the time of purchase or develops within a reasonable time, you may have the right to return it.
Faulty Goods vs. Unwanted Items
It is important to understand the difference between faulty goods and items you simply no longer want. Faulty goods are those that do not work properly, are damaged, or do not match their description. In contrast, unwanted items are products that are in perfect condition but are no longer needed or liked – for example, if you change your mind about a colour or style.
UK law gives you stronger rights when returning faulty goods compared to unwanted items. While you are always entitled to a remedy for faulty products, returning unwanted goods is usually only possible if the retailer offers a returns policy or if you bought the item online and are within the “cooling-off” period.
Understanding whether your item is faulty or just unwanted will help you know what your rights are and what steps to take next.
Your Rights to a Refund, Repair, or Replacement
When you buy goods in the UK, your rights are protected under the Consumer Rights Act 2015. If something you’ve purchased turns out to be faulty, you may be entitled to a refund, repair, or replacement – depending on when you report the problem and what you prefer.
Your Right to Reject Within 30 Days
If you discover a fault with your goods within the first 30 days of receiving them, you have the legal right to reject the item and claim a full refund. This period is sometimes called the “short-term right to reject.” The 30-day window starts from the date you took ownership of the goods, which is typically the day they were delivered or collected.
For example, if you buy a new kettle and it stops working after a week, you can contact the seller and request a full refund, as long as you are within the 30-day period. The seller cannot insist on repairing or replacing the item instead of giving you your money back during this time, unless you agree to it.
After 30 Days: Repair or Replacement
If you notice the fault after the initial 30 days have passed, you no longer have the automatic right to a full refund. However, you are still protected. You can ask the seller to repair the item or provide a replacement. The seller must do this within a reasonable time and without causing significant inconvenience to you.
For instance, if your washing machine develops a fault two months after purchase, you can request a repair or a replacement. If the seller cannot fix the problem or replace the item, or if the repair or replacement is unsuccessful, you may then be entitled to a refund – though the seller may make a deduction for any use you’ve had from the product.
When Can the Seller Offer a Repair or Replacement Instead of a Refund?
During the first 30 days, the choice is yours: you can demand a refund if you wish. After this period, the seller is allowed to offer a repair or replacement first. Only if these solutions are unsatisfactory – such as if the repair fails, the replacement is also faulty, or the process takes too long – can you then insist on a refund or, in some cases, a price reduction.
It’s important to keep records of your communications with the seller and any attempts made to resolve the issue. If you’re unsure about your rights or how the rules apply to your situation, the Consumer Rights Act 2015, Section 20 provides a clear explanation of what you can expect when returning faulty goods.
For a broader overview of your rights and options, see our guide on returns and refunds for faulty goods, which covers everything you need to know about claiming a refund, repair, or replacement in the UK.
How Long Do You Have to Return Faulty Goods?
When you buy goods in the UK, your rights to return faulty items are protected by the Consumer Rights Act 2015. However, the time you have to take action depends on how long you’ve owned the product and the type of fault you’ve discovered. Here’s what you need to know about these time limits:
The 30-Day Short-Term Right to Reject
If you discover that goods are faulty, not as described, or unfit for purpose within the first 30 days after purchase, you have a legal right to reject them and claim a full refund. This “short-term right to reject” applies whether you bought the item in-store or online. The 30-day period starts from the date you take ownership of the goods – usually when you receive them.
If you want a refund, you must notify the retailer within this window. After 30 days, your options change, so it’s important to act quickly if you spot a problem.
After 30 Days: Repair or Replacement
If a fault appears after the initial 30 days but within the first six months, you’re still protected under the law. In this period, you can’t demand a refund immediately, but you are entitled to request a repair or replacement. The retailer must offer one of these options at no cost to you. If the repair or replacement is unsuccessful, or if a fault reappears, you can then ask for a refund or a price reduction.
The law describes this as a “reasonable time” to claim a repair or replacement. What’s considered reasonable depends on the nature of the goods and the fault – for example, a minor fault in a high-value item might justify a longer repair period than a major fault in a low-cost product.
For a detailed breakdown of how these rules work in practice, see Consumer Rights Act 2015, Section 22.
Up to Six Years to Make a Claim (Five Years in Scotland)
Even after the first six months, you still have rights if goods turn out to be faulty. Under the Consumer Rights Act 2015, you can make a claim for up to six years after purchase in England, Wales, and Northern Ireland, or five years in Scotland. This doesn’t mean you can get a full refund at any time, but you may be entitled to a repair, replacement, or partial refund if the item wasn’t of satisfactory quality or didn’t last a reasonable length of time.
Bear in mind, the burden of proof changes over time. After the first six months, you may need to show that the fault was present when you bought the item, rather than it being due to wear and tear or accidental damage.
Do Time Limits Vary by Product or Fault?
Yes, the exact time limits and what’s considered “reasonable” can vary depending on what you bought and the nature of the problem. For example, perishable goods like food have much shorter expected lifespans than electronics or furniture. Similarly, a minor cosmetic fault may not justify the same remedies as a major defect that affects the use of the product.
If you need more information about your rights or how to make a claim, our guide to returns and refunds for faulty goods covers the process in detail, including practical steps and what to expect from retailers.
Understanding these time limits can help you take the right action if something you’ve bought turns out to be faulty. If you’re unsure, it’s always best to act quickly and keep any receipts or evidence of the fault.
The First 30 Days: Right to Reject
The First 30 Days: Right to Reject
Under the Consumer Rights Act 2015, you have a clear legal right to reject goods that are faulty, not as described, or unfit for purpose within the first 30 days after purchase. This is known as the “short-term right to reject.” If you exercise this right, you are entitled to a full refund.
What Counts as a Fault?
A product is considered faulty if it does not meet one or more of the following criteria:
Satisfactory quality: The item should not be damaged or faulty when you receive it.
As described: It must match the description given at the time of purchase.
Fit for purpose: The item should be suitable for the purpose you bought it for.
Common examples include electronics that do not work properly, clothing with defects, or furniture that arrives damaged.
What Should You Do If You Notice a Fault?
If you discover a fault within 30 days of buying the product, act quickly. Gather any evidence of the fault, such as photos or videos, and keep your receipt or proof of purchase. This will help support your claim.
How to Reject the Goods
To make use of your right to reject, you need to inform the seller clearly that you are rejecting the goods and requesting a refund. You can do this in person, by email, or in writing. Be specific about the problem and state that you are exercising your right under the Consumer Rights Act 2015.
For example, you might say:
“I purchased this item on [date], and it is faulty because [brief description of the fault]. Under the Consumer Rights Act 2015, I am rejecting the goods and requesting a full refund.”
You do not have to accept a repair or replacement – within the 30-day period, the choice to reject and ask for a refund is yours.
What Happens Next?
Once you have notified the seller:
They should arrange for the return of the faulty goods.
You are entitled to a full refund, usually using the same payment method you used to buy the item.
The refund should be processed within 14 days of the seller agreeing that you are entitled to one.
If the seller refuses your request or delays the refund, keep a record of your communication and consider escalating your complaint if needed.
Remember, acting within the first 30 days gives you the strongest position to get your money back for faulty goods.
After 30 Days: Repair or Replacement
After 30 Days: Repair or Replacement
Once 30 days have passed since you bought a product, your rights under the Consumer Rights Act 2015 change slightly. While you lose the automatic right to a full refund for faulty goods, you are still protected by law. If your item develops a fault after the first 30 days, you can ask the seller to repair or replace it.
Your Rights to Repair or Replacement
If your goods are faulty after the initial 30-day period but within six months of purchase, you have the right to request a repair or replacement. You can choose which option you prefer, although the seller can refuse your choice if it would be disproportionately costly compared to the alternative. For example, if repairing a toaster would cost more than replacing it, the retailer may offer a replacement instead.
What If the Repair or Replacement Fails?
If the retailer’s attempt to repair or replace the item is unsuccessful, you are entitled to further remedies. Specifically, if the repair does not fix the problem or the replacement is also faulty, you can then ask for a refund or, in some cases, a price reduction. The law gives the seller one opportunity to repair or replace the goods. If the issue persists after this, you do not have to accept further repairs or replacements.
Time Frames for Requesting a Repair or Replacement
You must act within a reasonable time after discovering the fault. The Consumer Rights Act 2015 allows you to make a claim for up to six years after purchase in England, Wales, and Northern Ireland (five years in Scotland). However, the most straightforward remedies – like repair or replacement – are most effective within the first six months. After six months, the burden of proof shifts, and you may need to show that the fault was present when you bought the item.
What Happens If the Seller Refuses or Delays?
If a seller refuses to repair or replace your faulty item, or takes an unreasonably long time to do so, you have the right to escalate your claim. You can then request a refund or a price reduction. The law expects repairs or replacements to be carried out within a reasonable time and without causing significant inconvenience. If the retailer is slow to respond or fails to resolve the issue, you do not have to keep waiting – insist on your right to a refund or reduced price.
Practical Advice
Always keep your proof of purchase, such as a receipt or bank statement.
Contact the seller in writing, clearly stating the problem and your preferred solution.
If the seller offers a repair or replacement, ask for a timeline and keep records of all communication.
If the retailer refuses or delays, mention your rights under the Consumer Rights Act 2015 and request a refund or price reduction if appropriate.
Remember, your rights do not end after 30 days – UK law provides ongoing protection if you receive faulty goods.
Long-Term Claims: Up to Six Years
Long-Term Claims: Up to Six Years
Under the Consumer Rights Act 2015, you have the right to make a claim for faulty goods for up to six years after the date of purchase in England, Wales, and Northern Ireland (the period is five years in Scotland). This long-term right means that even if a fault appears well after you bought the item, you may still be able to take action.
The Six-Year (or Five-Year) Time Limit
The six-year period is the legal time limit, known as the "limitation period," within which you can bring a claim to court if necessary. It starts from the date you received the goods, not from when the fault first appears. In Scotland, this period is five years.
Burden of Proof After Six Months
During the first six months after purchase, it is assumed that any fault was present at the time you bought the item, unless the seller can prove otherwise. However, after the first six months, the burden of proof shifts to you – the consumer. This means you must show that the goods were faulty at the time of purchase, not due to wear and tear or accidental damage.
Proving the Goods Were Faulty
Proving that a product was faulty at the time of purchase can be challenging, especially if a significant amount of time has passed. Some practical steps you can take include:
Gathering Evidence: Keep proof of purchase, such as receipts, order confirmations, or bank statements. Take photographs of the fault and any damage.
Expert Reports: You may need to obtain an independent expert’s report, such as from a qualified engineer or repair specialist, to show that the fault is due to an inherent defect rather than misuse or normal wear.
Manufacturer Information: Product recalls or known issues with a particular model can support your claim that the fault was present from the start.
Limitations and Practical Considerations
While the law gives you up to six years to make a claim, there are some important limitations and factors to consider:
Expected Lifespan: The law does not guarantee that goods will last six years. The expected lifespan of the product is important. For example, a kettle may reasonably be expected to last a few years, whereas a sofa should last longer. If the item has simply worn out through normal use, you may not have a valid claim.
Diminishing Value: If you claim after a significant period, you may not be entitled to a full refund. The retailer may offer a partial refund, repair, or replacement, taking into account the use you have already had from the product.
Evidence Requirements: The longer you wait, the harder it may be to prove the fault existed when you bought the goods. Keeping good records and acting promptly when you notice a problem can strengthen your case.
Retailer Responsibility: Your rights are against the retailer, not the manufacturer. Always contact the seller first, even if the manufacturer’s warranty has expired.
Common Questions
Can I claim if the product is out of warranty?
Yes, your statutory rights under the Consumer Rights Act are separate from any manufacturer warranty. You can still claim for faulty goods within the six-year (or five-year) period, even if the warranty has expired.
What if the retailer refuses to help?
If the retailer disputes your claim, you may need to escalate the matter. This could involve using alternative dispute resolution (ADR) or, as a last resort, taking legal action before the limitation period expires.
In summary, while you have up to six years to make a claim for faulty goods, acting sooner and keeping thorough records will make it easier to prove your case and achieve a satisfactory outcome.
How to Return Faulty Goods and Make a Claim
When you discover a fault in something you’ve bought, it’s important to act quickly and follow the right steps to protect your rights. Here’s what to do if you need to return faulty goods and make a claim:
1. Check Your Rights and Act Promptly
Under the Consumer Rights Act 2015, you have the right to return goods that are faulty, not as described, or unfit for purpose. If you notice a problem, it’s best to contact the seller as soon as possible – ideally within 30 days of purchase, as this is when you’re usually entitled to a full refund. After this period, you may still be entitled to a repair or replacement.
2. Gather Your Evidence
Keep your proof of purchase, such as a receipt, order confirmation email, or bank statement. It’s also a good idea to take clear photos or videos of the fault, especially if it’s not immediately obvious. This documentation will support your claim and make the process smoother.
3. Contact the Seller
Get in touch with the retailer (not the manufacturer) to report the problem. Explain clearly what’s wrong with the product, when you bought it, and provide details of the fault. Include your proof of purchase and any photos or videos you’ve taken. If you’re contacting them by email or letter, keep a copy of your correspondence for your records.
4. Follow the Returns Process
The seller should explain how to return the faulty item. This may involve sending it back by post, dropping it off at a store, or arranging a collection. If the item is large or difficult to move, ask the seller to organise a return. You shouldn’t have to pay return postage for faulty goods, but check the seller’s policy.
Once the seller receives the item, they should assess the fault and offer you a suitable remedy – usually a refund, replacement, or repair, depending on how long you’ve had the product and the nature of the fault.
5. What to Expect Next
If you’re entitled to a refund within the first 30 days, the seller should process this promptly, usually within 14 days. For repairs or replacements, the seller should complete these within a reasonable time and without causing significant inconvenience.
If the seller refuses your claim or you’re unhappy with their response, you may need to escalate the issue. For guidance on what to do next, see our advice on how to solve an ongoing consumer problem.
6. Keep Records
Throughout the process, keep copies of all correspondence, receipts, and any evidence of the fault. This can be crucial if you need to take your complaint further.
If you need more support or advice at any stage, you can get more help with consumer issues.
By following these steps, you’ll be in a strong position to return faulty goods and make a successful claim under UK law.
Avoiding Scams When Returning Faulty Goods
Avoiding Scams When Returning Faulty Goods
When returning faulty goods and claiming a refund, it’s important to be aware of potential scams. Unfortunately, some fraudsters target consumers during the returns process, especially when shopping online or dealing with unfamiliar sellers. Here’s how you can protect yourself and ensure your refund or replacement is handled safely.
Common Scams Related to Returns and Refunds
Scams can take many forms, but some of the most frequent include:
Fake Return Requests: Scammers may pose as customer service representatives, asking you to send goods or personal information to illegitimate addresses.
Phishing Emails or Calls: You might receive emails or calls claiming to be from the retailer or payment provider, asking you to click on suspicious links or provide sensitive information.
Refund Processing Fees: Some fraudsters request upfront fees to process your refund or replacement, which legitimate sellers never do.
Counterfeit Returns Websites: Be wary of websites or online forms that mimic genuine retailers but are actually set up to steal your details.
Verifying the Legitimacy of Sellers and Return Processes
To avoid falling victim to scams, always check that you’re dealing with a genuine business:
Contact Details: Use official contact information from the retailer’s website, not from unsolicited emails or messages.
Return Policies: Legitimate sellers have clear, written return policies. If you’re unsure, check their website or contact customer service directly.
Secure Websites: When submitting return requests or personal information online, ensure the website address starts with "https://" and matches the retailer’s official site.
Receipts and Documentation: Keep all receipts, order confirmations, and correspondence. These are crucial if you need to prove your purchase or the terms of the return.
Tips to Protect Yourself from Fraud
Never Share Sensitive Information: Don’t provide bank details, passwords, or card numbers unless you’re sure you’re dealing with the genuine retailer.
Be Skeptical of Unsolicited Contacts: If someone contacts you unexpectedly about your return or refund, verify their identity before responding.
Double-Check Email Addresses: Official retailer emails usually come from their domain. Be cautious of addresses with extra characters or misspellings.
Use Secure Payment Methods: Paying by credit or debit card offers more protection if something goes wrong.
Know Your Rights: Under the Consumer Rights Act 2015, you’re entitled to a refund, repair, or replacement for faulty goods, usually within 30 days of purchase for a full refund. Legitimate sellers will follow these rules and never ask for extra payments to process your claim.
For more detailed advice on how to protect yourself, see our guide on spotting and avoiding scams.
What to Do If You Suspect a Scam
If something feels off during the returns process:
Stop Communication: Don’t provide any more information or send goods until you’ve verified the situation.
Contact the Retailer Directly: Use contact details from the retailer’s official website to confirm any requests.
Report the Scam: If you believe you’ve been targeted, report the incident to your bank and relevant authorities. This can help protect others and improve consumer safety.
Monitor Your Accounts: Keep an eye on your bank statements for any unusual activity.
By staying vigilant and following these steps, you can reduce the risk of falling victim to scams and ensure your rights are protected when returning faulty goods.
Related Consumer Rights and Considerations
Related Consumer Rights and Considerations
When you return faulty goods, your rights are protected under the Consumer Rights Act 2015. However, returning defective products often overlaps with other important consumer protections. Understanding these connections can help you make informed decisions and ensure you receive the remedies you’re entitled to.
How Returning Faulty Goods Connects to Other Consumer Protections
The right to return faulty goods is just one aspect of your broader consumer rights. If an item you’ve purchased doesn’t meet satisfactory quality, is not as described, or isn’t fit for purpose, you can usually claim a refund, repair, or replacement. These rights apply whether you bought the goods in-store or online.
Beyond faulty goods, UK law also provides protection in situations involving misrepresentation, unfair contract terms, or poor service. For example, if you buy a product as part of a package or service (such as a holiday or a financed car), your rights may extend to related services and agreements.
Special Considerations: Goods Bought on Finance
If you’ve purchased goods using a finance agreement – particularly larger items such as cars – there are additional factors to consider. When something goes wrong with goods bought on credit or through a loan, you may have rights not just against the seller, but also the finance provider.
For example, under Section 75 of the Consumer Credit Act 1974, if you paid for goods costing between £100 and £30,000 with a credit card or certain finance agreements, the finance company shares responsibility if the goods are faulty or not delivered. This can make it easier to claim your money back or seek compensation.
For more detailed information about your rights and possible remedies in these situations, visit our page on car finance compensation.
Faulty Goods and Travel or Holiday Cancellations
Faulty goods can also impact services or experiences, such as holidays or travel bookings. For example, if you book a package holiday and a key component (like accommodation or transport) is not as described or is defective, you may have grounds to cancel and claim compensation.
The Package Travel and Linked Travel Arrangements Regulations 2018 give you the right to a refund or alternative arrangements if your holiday is significantly affected by faults or misrepresentations. It’s important to act quickly and keep records of any issues.
To learn more about how consumer rights apply in these contexts, see our guide on travel and holidays cancellations and compensation.
When to Seek Further Advice or Escalate a Dispute
Most retailers will resolve issues with faulty goods directly. However, if you’re unable to reach a satisfactory outcome, you may need to escalate your complaint. This could involve:
Contacting the finance provider if goods were bought on credit.
Using an Alternative Dispute Resolution (ADR) service or ombudsman.
Making a claim through the courts, such as the small claims court for lower-value disputes.
If you’re unsure about your rights or how to proceed, consider seeking independent legal advice or contacting a consumer advice organisation. Acting promptly and keeping detailed records of your purchase and any communications will strengthen your case.
Remember, your rights as a consumer are designed to offer protection and peace of mind – don’t hesitate to use them if something goes wrong with your purchase.
