A faulty washing machine, a laptop that will not charge or a sofa that begins to collapse can leave you wondering whether the shop must refund you. UK consumer law gives you more protection than a retailer’s returns policy might suggest. The remedy depends mainly on what is wrong with the goods, when the problem appeared and whether a repair has already been attempted. Under the Consumer Rights Act 2015, your rights normally sit with the retailer, not the manufacturer.
What makes goods legally faulty?
Goods must be of satisfactory quality, fit for their usual purpose and match their description. Durability matters too: a reasonably priced appliance should not fail unusually quickly during normal use. If you told the seller about a particular purpose and reasonably relied on their advice, the product should be suitable for that purpose. However, ordinary wear and tear, accidental damage and faults clearly disclosed before purchase are different.
Your first 30 days: the short-term right to reject
For most faulty goods, you have a short-term right to reject them within 30 days and request a full refund. This period generally begins once ownership has passed, the goods have been delivered and any required installation by the trader has been completed. Goods expected to perish sooner can have a shorter rejection period.
Tell the retailer clearly that you are rejecting the goods under the Consumer Rights Act 2015, explain the fault and ask how the return will be arranged. You do not normally have to accept a repair instead during this period. If you agree to a repair or replacement, the 30-day clock pauses while you wait, with statutory protection if the goods still fail afterwards.
After 30 days: repair or replacement rights
Missing the initial rejection window does not end your defective goods rights. Usually, the next step is to request a free repair or replacement. You can express a preference, but the retailer may refuse the chosen option if it is impossible or disproportionately expensive compared with the alternative.
The remedy must be provided within a reasonable time and without significant inconvenience. The seller must bear necessary costs, including labour, materials and postage. A shop cannot simply insist you pay a diagnostic fee for a fault that it is legally responsible for putting right.
When can you ask for money back?
If one repair or replacement fails to make the item conform to the contract, you can generally seek the final right to reject or an appropriate price reduction. Those remedies may also become available if repair and replacement are impossible, or the trader fails to act within a reasonable time without significant inconvenience.
When using the final right to reject during the first six months, a refund ordinarily cannot be reduced for use, although motor vehicles are an important exception. Later refunds may reflect the use you have already had. A price reduction can suit someone who wants to keep an item despite a defect.
Why the six-month point matters
If a fault appears within the first six months, the law generally presumes it was present at delivery unless the retailer proves otherwise or that presumption conflicts with the nature of the goods or fault. After six months, you may need evidence that an underlying problem existed when the goods were supplied.
That does not mean everything has a six-month guarantee. Consumers can potentially bring claims for up to six years in England, Wales and Northern Ireland, or five years in Scotland, subject to the applicable legal rules. These are claim periods, not promises that every product must last that long. Whether an item should have endured longer remains central.
What evidence can the seller request?
A receipt is helpful, but it is not the only acceptable proof of purchase. An order confirmation, bank statement or other record showing you bought the goods from that retailer may work. The seller can reasonably inspect the item and ask how the fault occurred; that is different from automatically making you prove a manufacturing defect during the initial six months.
A practical example: a broken laptop after four months
Suppose a £700 laptop stops charging four months after delivery despite normal use. The shop says to contact the manufacturer’s warranty department. You can instead write to the shop, provide your order number and request a repair or replacement under the Consumer Rights Act.
Because the fault appeared within six months, the retailer normally needs evidence to rebut the presumption that it existed at delivery. If its repair fails and the laptop still cannot charge, you can generally pursue a final refund. Save the repair paperwork so there is no disagreement about what has already been attempted.
How to make a faulty goods refund claim
Start with the retailer’s customer service team and put your request in writing. Identify the product, purchase and delivery dates, the fault and the remedy you want. Keep your explanation factual rather than arguing about the shop’s goodwill policy. Photograph the defect, save your messages and ask about a return arrangement.
Refunds under the statutory rejection rights must generally be made without undue delay and within 14 days after the trader agrees you are entitled to one, using the original payment method unless you agree otherwise. If the business refuses, use its complaints process, seek advice from Citizens Advice or the appropriate local consumer advice service, and consider suitable dispute resolution.
Do online purchases have different rules?
The faulty goods rules apply to qualifying purchases both online and in shops. Separate distance-selling cancellation rights often let consumers change their minds about online purchases within a set period, but exceptions apply. A faulty item is a different legal issue, so a retailer cannot dismiss a valid claim merely because its voluntary returns window has closed. A sale discount also does not remove your statutory protection.
Related guidance on online order cancellation rights, how to complain to a retailer and credit card purchase protection can help when a business disputes your claim.
Frequently asked questions
Can a shop offer store credit instead of a refund?
When you have a statutory right to a refund, the retailer cannot force you to accept a voucher or store credit instead. You may agree to another arrangement voluntarily.
Do I have to deal with the manufacturer?
No. Your statutory claim is generally against the seller. A manufacturer warranty can provide extra options, but it does not replace the retailer’s legal duties.
Can I return faulty goods without the original packaging?
Original packaging is not normally a condition of statutory remedies. You must still take reasonable care when arranging a return and provide enough information to identify the purchase.
What if the retailer says the warranty has expired?
An expired warranty does not automatically defeat a claim. Your rights depend on the defect, the product’s reasonable durability, the elapsed time and the evidence available.
Know which remedy to request
Consumer rights for faulty goods in the UK are strongest when you match your request to the timeline. Act promptly for a 30-day rejection, allow the appropriate repair or replacement later, and keep records if a fault persists. A clear written legal claim often beats arguments about returns policies.