0300 102 9488  |  info@consumer-protection.org.uk  |  Mon–Fri 9am–5pmTrack my case  |  Alerts  |  Simple view
A person holding a cracked kettle and a receipt at a shop counter, with a shop assistant and a shield with a tick

Guides › Home and Delivery › Faulty Goods and Refunds

Faulty Goods and Refunds

If something you bought from a business is faulty, you have 30 days to reject it for a refund, then a right to a free repair or replacement, then a final right to reject or a price reduction. A fault that appears in the first six months is presumed to have been there on delivery. You complain to the seller, not the manufacturer.

Last checked 8 October 2026 General information, not legal advice
Get my action planStart your free case review

At a Glance

30 daysto reject a faulty item for a refund
6 monthsfaults are presumed to be there from delivery
14 daysrefund deadline once agreed
Section 75may protect card payments

Your Rights

What the rules say, with a link to the official source for each.

Your Basic Rights

  • What Goods Must Be

    Goods you buy from a business must be as described, of satisfactory quality and fit for their purpose (Consumer Rights Act 2015). Your contract is with the seller, not the manufacturer, so the seller is the one to complain to. source

  • What Is Not Covered

    The rules do not cover a fault you were told about before you bought, or one you should have seen if you examined the goods before buying. Ordinary wear and tear and damage you caused are not faults either. source

  • Time Limit for Claims

    You can generally take legal action for goods problems up to 6 years from the problem in England and Wales, and 5 years in Scotland. source

Putting It Right

  • Reject Within 30 Days

    Within 30 days of delivery you can usually reject faulty goods and get a refund. You will normally need to show the fault. source

  • Repair or Replacement

    After 30 days you can ask for a repair or replacement at no cost to you. The trader must do it within a reasonable time and without significant inconvenience. source

  • One Chance to Repair

    The trader gets one chance to repair or replace. If that fails or the fault comes back, you can keep the goods and ask for a price reduction, or reject them for a refund. source

  • Price Reduction

    A price reduction is also available if the trader is unreasonably slow, or the repair causes significant inconvenience. source

  • The First 6 Months

    If a fault shows up within six months of delivery, it is presumed to have been there at delivery unless the trader proves otherwise. After six months, you have to show it. source

Refunds

  • Refund Deadline

    Refunds must be paid without undue delay, and within 14 days of the trader agreeing you are entitled to one. source

  • Deductions for Use

    Full refunds are generally expected in the first six months. After that, the trader may make a reasonable deduction for the use you have had. source

Paying

  • Cooling-off Period

    Most online and phone orders have a 14-day cooling-off period, but goods that are clearly personalised or made to your specification are excluded. Made-to-measure items for non-standard sizes are an example. source

  • Section 75

    If you paid by credit card, or with regulated buy now pay later, Section 75 can let you claim from the card or credit provider as well as the shop. source

Time Limits to Know

Miss a deadline and you can lose a right. Check the dates on your own paperwork.

  • 30 days
    Reject a faulty item for a full refund30 days from delivery, or from when any installation is finished
  • 6 months
    Fault presumed to have been there from the startFaults that appear within 6 months of delivery
  • 14 days
    Refund once agreedWithin 14 days of the seller agreeing you are entitled to one
  • 120 days
    Chargeback claimWithin 120 days of realising there is a problem
  • 6 years
    Time limit for a court claim6 years in England, Wales and Northern Ireland; 5 years in Scotland

Where to Go If It Is Not Put Right

Free routes to escalate, and when each one applies.

The Retailer's Complaints Team

Always start here, in writing, and say which remedy you want.

Your Card or Credit Provider

If you paid by credit card or regulated buy now pay later and the shop will not put it right.

Citizens Advice Consumer Service

Free advice, and help deciding whether to start a small claim, once the seller has not put it right.

Steps to Take

Step 1 of 7

Stop using the item if it is unsafe. Take dated photos or video of the fault and keep your proof of purchase.

Step 2 of 7

Work out where you are: within 30 days of delivery you can reject it for a refund; later, you can ask for a repair or replacement.

Step 3 of 7

Contact the seller in writing, say what is wrong, say which remedy you want and give a reasonable deadline. Fourteen days is common.

Step 4 of 7

Keep every message and note of every call. Do not post the item back until you have agreed how it will be returned.

Step 5 of 7

If the seller refuses or ignores you, make a formal complaint and ask for its final response in writing.

Step 6 of 7

If you paid by credit card, ask your card provider about a Section 75 claim. If you paid by debit card, ask your bank about a chargeback.

Step 7 of 7

Use the seller's alternative dispute resolution scheme if it has one, or take the claim to the small claims court as a last resort.

(Tap the numbers to reveal steps)

Evidence and Your Letter

Gather your evidence, then build a letter you can send in minutes.

Evidence Checklist

0 of 6 gathered

Tap each one when you have it.

CPUK

Letter Generator

How This Works

  1. 1

    Tick off the evidence you already have, and see what is still missing.

  2. 2

    Answer the letter questions. Your answers fill in the wording for you.

  3. 3

    Copy or download the letter, check every detail, and send it yourself.

A template, not legal advice.

Watch Out For

Common traps and scams to avoid.

Being told the manufacturer's guarantee is your only right. Your rights against the seller are separate and the seller stays responsible.

Warranties or 'care plans' sold at the till that repeat rights you already have. Read what they add before paying.

Pressure to accept a repair when you are still within 30 days and want a refund.

Store credit offered in place of the refund you are entitled to. You can say no.

Being told that you cannot return something because it is 'sale' or 'final sale'. Your rights for faulty goods still apply.

Recent or changing rules: tap to read

Checked 8 October 2026. This guide reuses the faulty goods rules verified for the Furniture and White Goods guide against Northern Ireland Business Info, Business Companion, Citizens Advice and, for sections 15, 19, 22, 23 and 24 of the Consumer Rights Act 2015, legislation.gov.uk. Section 9 (the 'told about' and 'should have examined' exceptions) is cited from legislation.gov.uk but was not re-read in full on this date. Not covered: second-hand goods bought privately, digital content, services, and goods that are dangerous or recalled. The Consumer Rights Act applies across the UK, but people in Scotland should check the Scottish guidance on remedies and time limits.

Want Help?

If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.

Not sure where you stand? Try our action plan tool or the free letter templates.

Start your case
Sources and official links
Start your case