Consumer guide
Retailer Refusing to Honour Warranty
Retailer refusing to honour a warranty? Learn about your statutory rights, manufacturer guarantees, and what options may be available to you.
Last reviewed: 30 March 2026
Quick answer
In the UK, statutory rights under the Consumer Rights Act 2015 exist independently of any manufacturer or retailer warranty. Even if a warranty has expired or a claim is refused, statutory rights may still apply for up to six years from purchase in England and Wales. The retailer, not the manufacturer, is generally the party responsible under statutory rights.
What this means in practice
When a warranty claim is refused, it is worth considering whether statutory rights under the Consumer Rights Act 2015 may apply. Within the first six months of purchase, if a product develops a fault, it is generally presumed to have been faulty at the time of sale unless the retailer can prove otherwise. After six months, the burden of proof shifts to the buyer, and an independent report may help demonstrate the fault was inherent. People often find it helpful to write to the retailer clearly stating they are relying on their statutory rights rather than the warranty, as these are separate protections.
Common situations
Common situations include: a retailer claiming the warranty period has expired so nothing can be done, being told to contact the manufacturer instead of the retailer, a warranty claim refused because the product was used in a way deemed outside normal use, a retailer insisting on an inspection before accepting a claim, and extended warranty providers going out of business.
What UK law says
The Consumer Rights Act 2015 (sections 9–11) requires goods to be of satisfactory quality, fit for purpose, and as described. Section 19 sets out remedies including repair, replacement, price reduction, or refund. Section 23 provides that within six months, the burden is on the trader to show the goods were not faulty at the time of delivery. The Limitation Act 1980 generally allows claims to be brought within six years of purchase in England and Wales. Any warranty or guarantee exists in addition to, and does not replace, these statutory rights.
What people often consider
People in similar situations often consider: writing to the retailer asserting their statutory rights separately from the warranty, obtaining an independent expert report if the fault arose after six months, making a section 75 claim if the item was purchased by credit card for between £100 and £30,000, pursuing the matter through the small claims court, or contacting Citizens Advice or Trading Standards for further guidance.
Common mistakes to avoid
Common mistakes include: assuming that once a warranty expires there are no further rights (statutory rights can last up to six years), contacting the manufacturer instead of the retailer (the retailer is the contracting party for statutory claims), not putting the complaint in writing and clearly referencing statutory rights, accepting a repair when a refund or replacement may be more appropriate, and not being aware that the burden of proof shifts after six months.
Frequently asked questions
Are my rights different from a warranty?
Statutory rights under the Consumer Rights Act 2015 are separate from and in addition to any warranty or guarantee. A warranty is an extra promise from the retailer or manufacturer. Your statutory rights cannot be reduced or removed by a warranty.
How long do my statutory rights last?
In England and Wales, a claim for faulty goods can generally be brought within six years of purchase under the Limitation Act 1980. However, the older the product, the more difficult it may be to demonstrate that a fault was present at the time of sale.
Should I contact the retailer or the manufacturer?
For statutory rights claims, the contract is between the buyer and the retailer. The retailer is generally the responsible party, regardless of what the warranty says. The manufacturer may have separate obligations under a manufacturer's guarantee.
What if the retailer offers a repair but I want a refund?
Within the first 30 days, there may be a right to reject and obtain a full refund. After 30 days, the retailer generally has one opportunity to repair or replace before a refund can be requested, though the refund after six months may be reduced to account for use.
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Analyse my situationThis guide provides general information about UK law and is not legal advice. Laws and regulations may change. For advice specific to your situation, consult a qualified solicitor. LawClarity is an informational service only.