Guides › Faulty Goods and Refunds › Shop Refused a Refund for a Faulty Item
Shop Refused a Refund for a Faulty Item
If a shop will not refund a faulty item, check how long you have had it. Within 30 days of delivery you can usually reject it for a full refund. After that, the shop gets one chance to repair or replace it, and if that fails you can ask for a refund or a price reduction. Your contract is with the shop that sold it, not the manufacturer.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights with a Faulty Item
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
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
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
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
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
Getting Your Money Back
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
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 daysReject a faulty item for a full refund30 days from delivery, or from when any installation is finished
- 6 monthsFault presumed to have been there from the startFaults that appear within 6 months of delivery
- 14 daysRefund once agreedWithin 14 days of the seller agreeing you are entitled to one
- 120 daysChargeback claimWithin 120 days of realising there is a problem
- 6 yearsTime limit for a court claim6 years in England, Wales and Northern Ireland; 5 years in Scotland
Steps to Take
Step 1 of 5
Work out when you got the item. Within 30 days of delivery you can usually reject it for a full refund. After 30 days, ask for a repair or replacement first.
Step 2 of 5
Tell the shop in writing that the item is faulty, say which remedy you want, and give a deadline (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep the receipt or bank statement, photos of the fault, and copies of everything you send and receive.
Step 4 of 5
If the shop still refuses, ask for its answer in writing. If you paid by credit card or regulated buy now pay later, contact the card or credit provider.
Step 5 of 5
Get free advice from the Citizens Advice consumer service, including whether a small claim makes sense.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, 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.
Good to Know
Small things that make your complaint stronger.
Complain to the shop that sold you the item, not the manufacturer. Your contract is with the seller.
Do not throw away the item or its packaging until the problem is sorted.
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.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/9 Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026