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Warranty or Guarantee Claim Refused
A warranty or guarantee adds to your legal rights; it does not replace them. If a warranty claim is refused, you can still go to the shop that sold you the item, using your rights under the Consumer Rights Act. Those rights last up to 6 years (5 in Scotland), and are often easier to use in the first 6 months.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Warranties and Your Rights
Warranties 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. Check your paperwork for what a warranty covers. source
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
Going to the Seller
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
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 Limit for Claims
You can generally take legal action for goods problems up to 6 years after you paid in England and Wales, and 5 years in Scotland. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 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
Read the refusal letter and the warranty terms: what reason did they give?
Step 2 of 5
If the item is less than 6 years old, go back to the seller and ask for a repair, replacement or refund under the Consumer Rights Act. Our free letter templates can write it for you.
Step 3 of 5
If the fault appeared in the first 6 months, say so: the seller must prove it was not there at delivery.
Step 4 of 5
If the warranty is insurance-backed, complain to the insurer and then the Financial Ombudsman Service.
Step 5 of 5
Get help from the Citizens Advice consumer service if you are stuck.
(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.
Register manufacturer guarantees online if no card was returned: Citizens Advice says a guarantee may otherwise not be valid.
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
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/claim-using-a-warranty-or-guarantee Checked 13 October 2026
- 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/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026