Faulty goods: your rights under the Consumer Rights Act 2015
Thirty days for a full refund, six months for a repair or replacement, and up to six years to claim. The shop is responsible, not the maker
If something you bought breaks, does not do what it said or arrives damaged, the law is on your side and the retailer, not the manufacturer, has to sort it out. This guide sets out the timeline of your rights, who to contact and the exact steps to take when a shop pushes back.
What the law promises
The Consumer Rights Act 2015 says anything you buy from a business must be:
- Of satisfactory quality, taking account of the price and description.
- Fit for purpose, including any purpose you told the seller about.
- As described, including in adverts and on the box.
This applies to goods, digital content and services, whether bought in a shop, online or over the phone. It does not apply to private sales between individuals, where only "as described" applies.
The three time windows
| Time since purchase | Your right | Who proves the fault |
|---|---|---|
| Up to 30 days | Reject and get a full refund | You show it is faulty |
| 30 days to 6 months | One repair or replacement, then refund | Retailer must prove it was not faulty at purchase |
| 6 months to 6 years | Repair, replacement or partial refund | You must show it was faulty at purchase |
In the first 30 days you can simply hand the item back and ask for your money. You do not have to accept a repair, a replacement or a credit note. The refund must be paid within 14 days of the retailer agreeing to it.
Between 30 days and 6 months the retailer gets one chance to repair or replace. If that fails, or takes an unreasonable time, you can claim a refund. For most goods the refund is in full. For cars, a deduction for use is allowed.
After 6 months your rights continue but the burden of proof flips. An independent report often settles it. Goods are expected to last a reasonable time for their type and price, so a washing machine failing at 18 months can still be a valid claim.
Retailer, not manufacturer
Your contract is with whoever took your money. A shop that says "contact the manufacturer" is trying to move a legal duty it cannot move. A manufacturer's warranty is extra, on top of your rights, and can be useful after the retailer route, but it is never a substitute for it.
If you bought on credit card, Section 75 gives you the same rights against the card company for items over £100. If the retailer has gone bust, that is the route to use.
Template complaint steps
- Stop using the item and keep the packaging and receipt. A bank statement is enough proof of purchase.
- Contact the retailer in writing. Say what you bought, when, what is wrong and which remedy you want. Cite the Consumer Rights Act 2015 and the relevant window.
- Give a deadline. Fourteen days is reasonable.
- If they refuse, ask for the refusal in writing and escalate to their complaints team or head office.
- Check whether they belong to an alternative dispute resolution scheme. Many large retailers do. It is free or low cost.
- If that fails, send a letter before claim and use the small claims track. The fee depends on the amount and is added to your claim if you win.
Citizens Advice publishes free template letters you can adapt: citizensadvice.org.uk.
Watch out for
- "No refunds on sale items" signs. Sale goods have the same rights as full-price goods. Only a fault pointed out before purchase is excluded.
- Restocking fees or return postage for faulty items. The retailer pays return costs for a valid claim.
- Being told the item was "misused". Ask what evidence they have.
- Changing your mind is different. Shops do not have to take back non-faulty goods, though online purchases have a separate 14-day cancellation right.
Keep everything in writing. A calm, dated paper trail wins most disputes before they reach a tribunal.