Faulty Goods and Consumer Rights

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 you to show that the fault was present at the time of purchase. Under the Limitation Act 1980, you may have up to 6 years to bring a claim.

Common situations include: buying a product that broke within a month, a retailer refusing to give a refund, wanting to return something that isn’t as described, or buying something online that arrived damaged.

The Consumer Rights Act 2015 replaced the Sale of Goods Act 1979 for most consumer transactions. It establishes three key requirements: goods must be of satisfactory quality, fit for a particular purpose, and as described. Section 75 of the Consumer Credit Act 1974 provides additional protection for credit card purchases between £100 and £30,000, making the card provider jointly liable with the retailer.

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 include: requesting a chargeback through their bank or card provider, making a Section 75 claim for credit card purchases, contacting Citizens Advice, or making a claim through the small claims court.

Common mistakes include: contacting the manufacturer instead of the retailer (your contract is with the retailer), accepting a credit note when you may be entitled to a refund, not keeping the faulty item as evidence, missing the 30-day window for a straightforward refund, and not knowing about chargeback or Section 75 options.