Faulty is not the same as unwanted
Consumer law gives remedies where goods do not meet legal standards. A change of mind after an in-store purchase is different and normally depends on the retailer’s returns policy. Distance purchases have separate cancellation rights.
When a product fails, consumers are often told either that they are entitled to an immediate refund in every case or that the retailer is allowed to repair it indefinitely. Neither statement accurately reflects the statutory sequence.
The Consumer Rights Act 2015 sets standards for goods and provides a series of remedies. Timing matters, but so do the nature of the fault, the product, the consumer’s actions and whether a repair or replacement has already failed.
What counts as faulty?
Goods supplied by a trader must be
- of satisfactory quality, taking account of description, price and other relevant circumstances;
- fit for their normal purpose and any particular purpose made known to the trader;
- as described, including important statements forming part of the contract;
- installed correctly where installation forms part of the contract; and
- matched by the correct digital content where digital elements are included.
Satisfactory quality can include appearance, finish, freedom from minor defects, safety and durability. It does not require every inexpensive item to last indefinitely. The legal question is what a reasonable person would regard as satisfactory in the circumstances.
Stage one: the first 30 days
If goods do not conform to the contract, the consumer can usually exercise the short-term right to reject within 30 days and obtain a refund. The period generally begins when ownership has transferred, the goods have been delivered and any required installation has been completed.
The consumer can choose a repair or replacement during this period instead. If that happens, the 30-day clock pauses while the consumer waits. At least seven days must remain after the goods are returned following the repair or replacement attempt.
Some goods have different practical rules
Perishable goods can have a shorter rejection period because their expected life is shorter. Motor vehicles also have a specific exception allowing a deduction for use in circumstances where that deduction would not normally apply during the first six months.
Stage two: repair or replacement
Once the short-term rejection period has passed, repair or replacement is normally the first statutory remedy. The consumer can express a preference, but the trader can refuse the chosen option if it is impossible or disproportionate compared with the alternative.
The trader must provide the remedy
- within a reasonable time;
- without significant inconvenience to the consumer; and
- at the trader’s necessary cost, including relevant labour, materials and postage.
What is reasonable depends on the item and circumstances. A fridge needed to store food, an accessibility device or equipment required for work may justify greater urgency than a non-essential product.
Stage three: price reduction or final rejection
A consumer can usually move to a price reduction or final right to reject where one repair or replacement has failed, where the trader has not provided the remedy within a reasonable time and without significant inconvenience, or where both repair and replacement are impossible or disproportionate.
A price reduction must be appropriate and can be the full price. If the goods are finally rejected, the trader may in some cases make a deduction for the use the consumer has had. The detailed rules and exceptions should be checked for the type of product involved.
Why six months matters
Where a fault becomes apparent within six months of delivery, it is generally presumed that the goods failed to conform at delivery unless the trader proves otherwise or the presumption is incompatible with the nature of the goods or fault.
After six months, the consumer normally carries the burden of showing that the problem reflects an underlying defect or failure to conform at delivery. A diagnosis, independent report, repair history or evidence of an acknowledged recurring defect can become important.
Six years is not a guarantee
In England and Wales, six years is commonly the limitation period for bringing a contractual claim. Scotland commonly applies a five-year prescriptive period. Neither rule proves that the product was faulty or requires every product to last that long.
Proof of purchase does not always mean a receipt
A retailer can ask for evidence that the item was purchased from it. A receipt is the clearest evidence, but a bank statement, order email, account history, warranty registration or other reliable record may also establish the purchase.
How to present a strong claim
Set out the essentials
Identify the item, seller, purchase date and price.
Describe the fault precisely and state when it first appeared.
Explain why the goods do not meet the relevant legal standard.
Record every repair, replacement or earlier complaint.
State the remedy now sought and link it to the correct stage of the statutory process.
Attach copies of proportionate evidence and keep the originals.
A retailer is entitled to examine the goods and investigate the alleged fault. The consumer should normally make the item available, provided the process is reasonable and does not impose costs the trader is required to bear.
The ConsumerWise verdict
The strongest faulty-goods complaint is not simply “I want a refund”. It identifies the failed legal standard, places the claim at the correct point in the remedy sequence and provides enough evidence for the retailer to make a properly reasoned decision.
Consumers should also resist two common distractions. An expired warranty does not necessarily end statutory rights, and a retailer cannot avoid its own obligations merely by directing the customer to the manufacturer.
Official sources and further guidance
- Consumer Rights Act 2015The statutory standards and remedies for goods.
- GOV.UK: accepting returns and giving refundsGovernment summary for retailers and consumers.
- Citizens Advice: return faulty goodsPractical guidance on exercising the available remedies.
- Citizens Advice complaint-letter templateA starting point for a written faulty-goods complaint.
