Guides › Faulty Goods and Refunds › Unsafe Product: What to Do and Who to Tell
Unsafe Product: What to Do and Who to Tell
If a product is unsafe and could harm people, stop using it and report it. Reports go through Citizens Advice to local Trading Standards, which can escalate to the Office for Product Safety and Standards. If the product caused injury or damage, you may be able to claim compensation.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Reporting an Unsafe Product
Report It
If you think a product is unsafe and could harm people, you should report your concerns (through Citizens Advice in England and Wales). Your report may be referred to local Trading Standards, which can escalate it to the Office for Product Safety and Standards (OPSS). If a product causes injury or damage, you may be able to claim compensation. source
Your 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
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
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 yearsTime limit for a court claim6 years in England, Wales and Northern Ireland; 5 years in Scotland
Steps to Take
Step 1 of 5
Stop using the product and keep it safely, with packaging and receipts.
Step 2 of 5
Check GOV.UK's product recalls list to see if it has been recalled.
Step 3 of 5
Report it through the Citizens Advice consumer service.
Step 4 of 5
Ask the seller for a refund or replacement. Our free letter templates can write it for you.
Step 5 of 5
If it caused damage or injury, get advice about compensation.
(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.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
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.
Good to Know
Small things that make your complaint stronger.
Register new appliances with the manufacturer so you hear about safety recalls.
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
- gov.uk/guidance/consumer-products-reporting-product-safety-issues Checked 13 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods 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