Guides › Faulty Goods and Refunds › Shop Says "Contact the Manufacturer"
Shop Says "Contact the Manufacturer"
If a shop tells you to contact the manufacturer about a faulty item, you do not have to. Your contract is with the seller, not the manufacturer, so the seller is the one to complain to. A manufacturer's guarantee is extra: it adds to your rights against the shop, it does not replace them.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights Against the Seller
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
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
Guarantees
Guarantees Add to Your Rights
Warranties and guarantees add to your legal rights. You have legal rights for up to 6 years (5 years in Scotland) if there is a fault, and they may be easier to use, especially in the first 6 months. 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
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
- 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
Tell the shop, politely, that your contract is with it under the Consumer Rights Act 2015.
Step 2 of 5
Say which remedy you want: a refund (within 30 days), or a repair or replacement.
Step 3 of 5
Put it in writing if the shop still refuses. Our free letter templates can write it for you.
Step 4 of 5
You can use the manufacturer's guarantee as well if you prefer, but you do not have to.
Step 5 of 5
If the shop will not help, ask your card provider about Section 75 or chargeback.
(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.
Sometimes a manufacturer can fix things faster. You can choose to use the guarantee, but the shop cannot make you.
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: 13 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
- businesscompanion.info/node/623/printable/print Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/claim-using-a-warranty-or-guarantee Checked 13 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