Can I get a refund for faulty goods?
A refund may be available when goods do not meet the legal standard, but the remedy can depend on timing and what has already been attempted. The Consumer Rights Act 2015 covers goods bought from a trader and provides routes including rejection, repair, replacement and price reduction.
Start with the contract
Record what you bought, the seller, purchase date, price and what was promised. Keep the receipt, order confirmation, product description, warranty and correspondence. Photograph or film the fault before returning the item.
Timing changes the remedy
Government guidance describes a short-term right to reject faulty goods within 30 days in many cases. After that period, repair or replacement will commonly be considered before a final rejection or price reduction. Exceptions and different rules can apply, including for digital content, services and privately purchased goods.
Write to the retailer
State the fault, when it appeared and the remedy you seek. Give the retailer a reasonable opportunity to respond. Your statutory rights are against the retailer and are separate from any manufacturer warranty.
Assessing a disputed claim
The key questions include whether the fault existed when supplied, whether the goods were of satisfactory quality, fit for purpose and as described, and whether the proposed remedy is proportionate. Technical evidence may be useful for an expensive or disputed item.
Official information
Review the government’s Consumer Rights Act overview. You can then prepare a case preview using your specific facts.
General information for England and Wales. Not legal advice. Check current official guidance and urgent deadlines before acting.