Understand your rights under the Consumer Rights Act 2015 and what options may be available when a product isn't as expected.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a product fails to meet these standards, you may have the right to a repair, replacement, or refund depending on when you report the fault and how long you've had the item.
Under the Consumer Rights Act 2015, within the first 30 days of purchase you generally have a short-term right to reject faulty goods for a full refund. Between 30 days and 6 months, the retailer is usually given one opportunity to repair or replace the item. After 6 months, the burden of proof generally shifts to the consumer to show that the fault was present at the time of purchase or delivery. Under the Limitation Act 1980, you may have up to 6 years to bring a claim in England and Wales (5 years in Scotland), though the strength of a claim may diminish over time.
People often start by contacting the retailer (not the manufacturer) in writing, keeping records of all communication. If the retailer does not resolve the issue, other options people may consider include: requesting a chargeback through their bank or card provider (available on most debit and credit card transactions, with no minimum amount), making a claim under Section 75 of the Consumer Credit Act 1974 if the purchase was made on a credit card and was between £100 and £30,000, contacting Citizens Advice for guidance, or making a claim through the small claims court.
I bought a product that broke within a month
The retailer is refusing to give me a refund
I want to return something that isn't as described
I bought something online and it arrived damaged
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