They said this… · Refunds & faulty goods

“We are allowed three repair attempts before you can reject it”

Generally incorrect

The Consumer Rights Act does not create a general rule giving a trader three repair attempts before further remedies can arise.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • After the initial rejection period, repair or replacement is usually the first remedy, but further remedies can arise if repair/replacement is impossible, disproportionate, fails, or is not provided within a reasonable time and without significant inconvenience.
  • The facts matter: one unsuccessful repair can be legally significant.
  • A trader’s internal “three repairs” policy is not the statutory test.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Proof of purchase or another record linking the transaction to the trader
  • Photos/video of the fault and when it appeared
  • The product description, advert or specification
  • The trader’s written refusal and the remedy already offered

If they still refuse

Move the dispute forward.

  1. Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
  2. Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
  3. If necessary, consider ADR or a county court claim after the appropriate pre-action steps.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Refunds & returnsRead the full guide.Faulty goodsRead the full guide.Repairs & replacementsRead the full guide.