Furniture and White Goods

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

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

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

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

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

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

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

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

If delivery on time was essential, you can cancel and get a refund when it is late. If not, set a new reasonable deadline first. source

If goods arrive damaged, the retailer is responsible for them until they reach you, or a safe place or neighbour you chose, not the courier. Complain to the retailer. source

Signing for a delivery does not waive your legal rights. If you can, write 'goods received but not inspected' when you sign, and check the goods as soon as possible. source

Damage on delivery is treated as a faulty goods claim. The retailer should pay to collect damaged goods and refund any extra you paid for a dedicated delivery slot. Report it quickly and take photos straight away. source

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

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

If a retailer goes into administration, your protection depends on how you paid. Section 75 covers a single item costing over £100 bought on a credit card, even if you only paid a deposit on the card. Chargeback on a Visa or Mastercard debit card, or on a credit card for items of £100 or less, is an industry scheme, not a legal right. source

With cash, a cheque or a bank transfer you generally have no protection if the retailer goes into administration. You can only claim from the administrator as a creditor, which may recover little. Ask for card payment when ordering furniture in advance. source

For a chargeback, claim within 120 days of realising there is a problem, not from the payment date. Note that date. source

If the shop agrees to install the item, or arranges the installation, it is responsible for the installation being done properly. A badly fitted cooker, washing machine or wardrobe is a breach of your rights, not just bad luck. source

For incorrect installation by the trader, you can require a repair or replacement, including re-installation. If that fails, you can ask for a price reduction or use the final right to reject. The 30-day short-term right to reject does not apply to incorrect installation. source

If you ask for a repair or replacement, the trader pays the necessary costs, including uninstalling and reinstalling. If you reject the goods for a refund, you may be able to claim for the cost of uninstalling and repairing damage. source

If you hire your own installer to fit goods you bought elsewhere, this is treated as a separate services contract, not part of the goods contract. Your claim is against the installer. source

Where the contract includes installation, the 30-day period to reject other faults starts only after the trader has told you the installation is complete (Consumer Rights Act 2015, section 22). source

The same notice starts the six months during which a deduction for use is limited if you reject the goods (section 24). It does not change the six-month presumption that a fault was there at delivery, which runs from delivery (section 19). source