Faulty Goods: Your UK Refund Rights Explained (Consumer Rights Act 2015)

Last updated: June 2026

You bought something. It broke, failed to work as expected, or simply was not what the seller described. Now the retailer is stalling, offering a repair you do not want, or telling you that you have to deal with the manufacturer directly. All of that is wrong — and the law is firmly on your side.

This guide explains exactly what your rights are under the Consumer Rights Act 2015, how the complaint process works step by step, and what you can do when a retailer refuses to play fair. This article is for general information only and does not constitute legal advice.

The Three Core Standards: What the Law Requires

The Consumer Rights Act 2015 (CRA 2015) replaced a patchwork of older legislation and set out three clear standards that every product sold to a consumer in the UK must meet.

If a product fails any of these standards at the point of sale, the retailer is in breach of contract. It does not matter whether the fault appears on day one or develops over weeks — what matters is whether the fault was present (or inherent) at the time of purchase.

Stage 1 — The 30-Day Right to Reject

Within the first 30 days of ownership, if a product is faulty, not fit for purpose, or not as described, you have a short-term right to reject it and receive a full refund. The retailer cannot insist on a repair or replacement during this period — a refund is your right if you want one.

• The 30-day clock starts from the date of delivery (or installation, for goods that need to be installed to assess).
• The retailer can ask you to demonstrate the fault, but the burden of proof is on you at this stage — keep evidence such as photos or video.
• A full refund means the price you paid. The retailer cannot deduct a usage fee during the 30 days.
• If the goods were a gift, the gift recipient has the same rights.

If the 30-day period falls on a non-working day, it is extended to the next working day.

Stage 2 — Repair or Replace (First Six Months)

After the 30-day window closes but within the first six months of ownership, you move to the repair or replacement stage. You can choose which remedy you want, and the retailer must carry it out within a reasonable time and without significant inconvenience to you.

During the first six months, there is a legal presumption that the fault existed at the point of sale. That means the retailer must prove the goods were conforming when sold — you do not have to prove the cause of the fault.

Key rules for repair and replacement

• If the chosen remedy is disproportionately costly compared to the other option, the retailer may offer the alternative instead — but they must justify this clearly.
• One unsuccessful repair or replacement triggers your right to a refund (see Stage 3 below).
• The repair or replacement must be completed in a reasonable time. There is no statutory definition of "reasonable" — for most consumer goods, several weeks is generous; months would be excessive.
• You can claim compensation for consequential losses caused by the delay (for example, hiring a replacement item).

Stage 3 — Final Right to a Refund

You are entitled to a refund — known as the final right to reject — if:

1. A repair or replacement has been attempted once and the fault persists or a different fault has appeared; or
2. A repair or replacement is impossible; or
3. The retailer has failed to complete the repair or replacement within a reasonable time or without significant inconvenience.

At this stage the retailer may make a deduction from the refund for the use you have had of the goods — but only if you have owned the item for more than six months. There is no deduction for a fault discovered in the first six months. For motor vehicles, a deduction can apply from the very first day.

After Six Months: The Six-Year Limit

Your rights do not expire after six months — they simply shift. Beyond six months and up to six years from purchase (five years in Scotland, under the Prescription and Limitation (Scotland) Act 1973), you can still claim if you can demonstrate the fault was inherent at the time of sale.

After six months the burden of proof reverses: you must show the fault is not the result of fair wear and tear, misuse, or accidental damage. An independent engineer's report or manufacturer's technical bulletin is often the most persuasive evidence.

Online Purchases: The Extra 14-Day Cancellation Right

If you bought goods online, over the phone, or by mail order, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you an additional right to cancel — entirely separate from any fault.

• You have 14 calendar days from the day you receive the goods to cancel for any reason, including simply changing your mind.
• Once you have notified the seller of cancellation, you have a further 14 days to return the goods.
• You are entitled to a full refund within 14 days of the seller receiving the goods back (or receiving proof of return).
• The seller can deduct for diminished value if you have handled the goods beyond what is necessary to establish their nature and characteristics — so avoid using items you intend to return beyond basic inspection.

Exceptions include sealed audio/video recordings or software once opened, perishable goods, personalised items, and certain other categories. These regulations do not apply to purchases made in a physical shop.

If a product bought online is also faulty, you have both the cancellation right and the CRA 2015 rights — use whichever gives you the better outcome in the circumstances.

Paying by Card: Section 75 and Chargeback

How you paid can significantly strengthen your position.

Section 75 of the Consumer Credit Act 1974

If you paid with a credit card and the purchase was between £100 and £30,000, your credit card provider is equally liable with the retailer for any breach of contract or misrepresentation. This means you can claim directly against your card provider even if the retailer has gone out of business, refuses to engage, or is based overseas.

• The full purchase price must be between £100 and £30,000 — you do not need to have paid the entire amount on the credit card.
• Section 75 does not apply to debit cards, charge cards, or credit card payments made through a third-party payment processor (such as PayPal).
• Contact your card provider, explain the breach, and ask them to open a Section 75 claim.

Chargeback

If you paid by debit card, or by credit card for amounts under £100, you may be able to use the chargeback scheme operated by Visa, Mastercard, or American Express. Chargeback is not a statutory right — it is a voluntary scheme operated by the card networks — but banks routinely honour it.

• Grounds include: goods not received, goods significantly not as described, or retailer insolvency.
• There is typically a 120-day time limit from the date of the transaction (some schemes allow up to 540 days).
• Contact your bank and ask for a "chargeback" — do not just dispute as fraud.

How to Make a Complaint: Step by Step

A structured approach gives you the best chance of a successful outcome and creates the paper trail you will need if you escalate.

1. Gather evidence. Photograph or video the fault. Keep the receipt, order confirmation, and any written description of the goods. Note the date you first noticed the problem.
2. Contact the retailer in writing. Email or letter is preferable to phone calls — it creates a record. State the fault clearly, cite the Consumer Rights Act 2015, specify which remedy you want (refund, repair, or replacement), and set a deadline of 14 days for a response.
3. Follow up. If you do not hear back or the response is unsatisfactory, send a formal "letter before action" reiterating your position and stating that you will escalate to an Alternative Dispute Resolution (ADR) scheme or the courts if the matter is not resolved.
4. Escalate to ADR. Many retailers are members of an approved ADR scheme. The Retail Ombudsman, The Furniture Ombudsman, and the Motor Ombudsman are common examples. ADR is free to consumers and legally binding on the business if they are a member. Check the retailer's website for their scheme membership.
5. Small claims court. If ADR is not available or fails, you can use the Money Claim Online service (England and Wales) or the Simple Procedure (Scotland) to pursue claims up to £10,000 without a solicitor. Filing fees are modest and are recoverable if you win.

If the retailer is ignoring your complaint or you are unsure how to frame your letters effectively, our specialist team can draft a formal resolution letter on your behalf — citing the exact statutory provisions and setting out your losses clearly.

Common Retailer Tactics — and How to Counter Them

Frequently Asked Questions

What if I no longer have the receipt?

You do not need the original receipt. A bank statement, credit card statement, order confirmation email, or even a witness can confirm purchase. Retailers cannot refuse a statutory rights claim solely because you lack a receipt.

Do these rights apply to second-hand goods?

Yes, but with adjusted expectations. The satisfactory quality standard takes into account the age, price, and condition of the item. A used car with a pre-existing worn clutch is different from a brand-new one. Private sales (individual to individual) are not covered by the CRA 2015 — "buyer beware" applies in that context.

What about digital content and downloads?

The CRA 2015 also covers digital content sold to consumers. It must be of satisfactory quality, fit for purpose, and as described. If a downloaded game, app, or software product is faulty, the same framework applies — though the remedies differ slightly (repair, replacement, or price reduction rather than physical return).

Can I claim for consequential losses?

Yes. If a faulty product has caused you additional losses — for example, a broken washing machine causing laundromat costs — you can claim those as damages in addition to the refund or repair. Document all costs carefully.

Does this apply to services as well as goods?

The CRA 2015 covers services separately: they must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price (if no price was agreed). However, the staged remedy process (30-day rejection, repair/replace, final refund) is specific to goods.