Faulty Goods UK: Consumer Rights & Refund Guide
We're not a law firm — we help you find the right legal support. For advice on your situation, speak to a legal adviser or find a solicitor.
Discovering that something you've just bought doesn't work properly, falls apart, or simply isn't what was described is one of the more irritating experiences of modern life. The good news is that shoppers in England and Wales have substantial protection under the Consumer Rights Act 2015, which sets out what you can expect from a trader and what remedies you can pursue when things go wrong.
The less good news is that retailers don't always make it easy, and knowing how to push back firmly but sensibly can be the difference between a quick refund and weeks of frustrating back-and-forth. This guide walks through the practical steps of handling faulty goods, what the law actually says about your position, and where to turn if the trader digs in and refuses to help.
Overview
The Consumer Rights Act 2015 is the main piece of legislation covering goods, services, and digital content bought by consumers from traders in the UK. For physical goods, the Act requires that items must be of satisfactory quality, fit for the purpose you made known to the seller, and matching any description, sample, or model you were shown before purchase.
If a product fails on any of these points, it counts as faulty under the Act, regardless of whether the manufacturer offers a separate warranty. Your rights sit with the retailer, not the manufacturer. That's an important distinction, because traders sometimes try to redirect you to the maker of the product.
Legally, the contract is between you and the shop or website that sold you the item, and they are the ones obliged to put things right. The Act creates a tiered set of remedies depending on how soon the fault appears: a short-term right to reject within the first 30 days, and after that a right to repair or replacement, followed by a price reduction or final right to reject if the problem isn't resolved.
Key steps
- Pin down exactly what's wrong. Before contacting the seller, take a moment to work out the nature of the fault. Is it a manufacturing defect, a performance issue, damage that appeared in normal use, or a mismatch with how the item was described online? Photograph the problem, note the dates, and gather your proof of purchase. Clear facts make your position much harder to dismiss.
- Contact the retailer promptly and in writing where possible. Email or a message through the retailer's online account system creates a paper trail that a phone call does not. Explain the fault factually, state what you're asking for, whether that's a refund, replacement, or repair, and reference the Consumer Rights Act 2015. Keep the tone measured. Most disputes are resolved faster when the trader doesn't feel attacked.
- Use the 30-day short-term right to reject if applicable. If the fault shows up within 30 days of delivery, you are generally entitled to reject the goods and claim a full refund, without having to accept a repair or replacement first. This right is one of the strongest tools consumers have, so if you're still inside that window, make it clear that this is what you are exercising.
- Move to repair, replacement, or price reduction after 30 days. Once the initial 30-day window has passed but within the first six months, you can ask for a repair or replacement. If that attempt fails, or if the trader refuses, you can generally move on to a price reduction or a final right to reject. After six months, the burden shifts onto you to show the fault existed at the point of sale.
- Escalate through ADR, chargeback, or the courts if needed. If the retailer won't engage, check whether they belong to an Alternative Dispute Resolution scheme or a trade body with a complaints process. If you paid by credit card, Section 75 of the Consumer Credit Act may allow a claim against your card provider, and debit card payments may be recoverable through chargeback. As a last resort, a money claim through the small claims track can be pursued online.
Common questions
Q How long do I have to return faulty goods for a full refund?
Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of taking ownership and claim a full refund. After that window closes, the remedies shift to repair or replacement first, and you typically need to give the trader a reasonable opportunity to fix the problem before asking for your money back.
Q Who is responsible for a faulty product, the shop or the manufacturer?
Your legal claim under the Consumer Rights Act sits with the retailer who sold you the item, not the manufacturer. Retailers sometimes try to pass you on to the maker, but they are not entitled to do this. A manufacturer's warranty is an additional benefit that sits alongside your statutory rights rather than replacing them.
Q What if the fault appears after six months?
You can still pursue a claim, but the burden of proof changes. Within the first six months, faults are generally presumed to have existed at the point of sale unless the trader can prove otherwise. After six months, you may need to show, sometimes with an expert report, that the defect was present or developing when you bought the item.
Q Does the Consumer Rights Act apply to items bought online?
Yes. The Act applies whether you buy in a shop, online, by phone, or through a catalogue. Online and distance purchases also carry additional rights under separate regulations, including a general 14-day cooling-off period that lets you return most items without needing a reason, which is distinct from your faulty goods rights.
Q Can the trader insist on repairing the item rather than refunding me?
It depends on timing. Within the first 30 days, you can usually insist on a refund rather than accept a repair. After that window, the trader generally has the right to attempt a repair or replacement first, provided it can be done within a reasonable time and without significant inconvenience to you. If that attempt fails, further remedies open up.
Q What happens if I paid on credit card and the trader won't refund me?
For purchases over a certain threshold, Section 75 of the Consumer Credit Act 1974 can make your credit card provider jointly liable with the retailer. That means you may be able to claim from the card company directly if the seller refuses to help or has gone out of business. Check current thresholds and the claims process with your card provider.
Q Do I need the original packaging or receipt to return a faulty item?
You need reasonable proof of purchase, but that doesn't have to be the original till receipt. A bank or card statement, order confirmation email, or account history with the retailer will often be enough. Original packaging is not a legal requirement for returning faulty goods, though keeping it where possible can make the process smoother.
Sources
This guide is based on primary UK law and official guidance.
- LegislationConsumer Rights Act 2015legislation.gov.uk
- Official SourceCitizens Advice – consumer problemscitizensadvice.org.uk
- Guidance · UK GovGov.uk – consumer protection rightsgov.uk
Legal disclaimer
This article is for general information only. It is a tool to help you find your way — not legal advice, and not a substitute for speaking to a qualified adviser about your situation.