Consumer Rights Faulty Goods UK - Refunds, Repairs and Returns Guide 2026

Understand your legal rights when buying faulty products in the UK, including refunds, replacements, repairs, the Consumer Rights Act 2015 and how to complain when a retailer refuses to help.

Buying faulty goods can be frustrating, particularly when a retailer refuses to offer a refund, insists that the manufacturer is responsible or claims that the product is outside its returns policy.

In the United Kingdom, consumers have statutory protections when goods purchased from a business are faulty, not as described or unsuitable for their intended purpose.

The principal legislation governing these rights is the Consumer Rights Act 2015, which establishes standards that goods must meet and provides remedies when those standards are breached.

Depending on when the fault becomes apparent, consumers may be entitled to a refund, repair, replacement or price reduction.

These protections can apply to a wide range of purchases, including household appliances, furniture, electrical equipment, building materials and products used in residential properties.

For homeowners, landlords and property investors, understanding consumer rights is particularly important when purchasing expensive appliances, fixtures, fittings and materials for property improvements.

Fraser Bond, a UK property agency and real estate consultancy, supports property owners, landlords, buyers and investors with residential property transactions, lettings and property management across London and the wider UK.

This guide explains your rights when goods are faulty, the relevant time limits, what retailers must do and how to pursue a complaint.

What Are Your Consumer Rights for Faulty Goods?

Under the Consumer Rights Act 2015, goods sold by a trader must generally be:

• Of satisfactory quality: Meeting the standard a reasonable person would expect, considering the description, price and other relevant circumstances.

• Fit for purpose: Suitable for their normal purpose and any particular purpose made known to the seller, where the legal requirements are met.

• As described: Matching the information provided by the retailer.

Goods that fail to meet these standards may breach the consumer's statutory rights.

A product does not need to stop working completely to be legally faulty. Problems with durability, performance, safety or quality can also be relevant.

Consumer Rights Act 2015 - Faulty Goods Explained

The Consumer Rights Act 2015 applies to qualifying consumer contracts with traders.

It provides a structured system of remedies where goods fail to meet the required standards.

These include the short-term right to reject, the right to repair or replacement, and the final right to reject or receive a price reduction.

The available remedy depends on the circumstances and the stage at which the fault is identified.

Consumer Rights for Faulty Goods Within 30 Days

Consumers generally have a short-term right to reject faulty goods within 30 days of the relevant delivery, ownership or installation conditions being satisfied.

This means that if a product breaches the legal standards, you can usually reject it and request a full refund rather than accepting a repair or replacement.

Example

You purchase a washing machine for £500, and it develops a qualifying fault after two weeks.

You can normally exercise your short-term right to reject the appliance and receive a refund.

The retailer cannot automatically insist on repairing the machine instead.

The 30-day period may be paused if you agree to a repair or replacement.

Special rules apply to perishable goods.

Consumer Rights for Faulty Goods After 30 Days

Once the short-term right to reject has expired, consumers will generally need to give the retailer an opportunity to repair or replace faulty goods.

The remedy must be provided within a reasonable time, without significant inconvenience and at no necessary cost to the consumer.

A consumer can normally choose between repair and replacement, although the retailer may refuse a particular option if it is impossible or disproportionately expensive compared with the alternative.

If the remedy fails or cannot be provided appropriately, further rights may arise.

Consumer Rights for Faulty Goods Within Six Months

Where a fault becomes apparent within the first six months, the law generally presumes that the goods did not conform to the contract when supplied.

The retailer must normally demonstrate otherwise if it disputes responsibility.

This presumption does not apply where it is incompatible with the nature of the goods or the fault.

If an attempted repair or replacement fails, the consumer may qualify for a final right to reject or a price reduction.

For most goods, a final rejection within the first six months cannot involve a deduction for use. Motor vehicles are an important exception.

Consumer Rights for Faulty Goods After Six Months

Consumers can still have statutory rights after six months.

However, the responsibility for proving that the goods failed to meet the required standards when supplied will generally fall on the consumer.

Evidence may include an independent inspection, technical report or other relevant documentation.

The fact that a product develops a problem after six months does not automatically establish that it was faulty when sold.

How Long Do Consumer Rights Last?

In England and Wales, a consumer may generally bring a contractual claim within six years of the relevant breach.

In Scotland, a five-year prescriptive period commonly applies, subject to the applicable legal rules.

These periods are not guarantees that every product must last five or six years.

The product's expected durability, price, description and circumstances of the fault remain relevant.

Consumer Rights Faulty Goods - Refund, Repair or Replacement

These periods describe different rights and evidential rules. They are not automatic refund guarantees.

Can a Retailer Refuse a Refund for Faulty Goods?

A retailer cannot lawfully exclude statutory consumer rights through a store policy.

For example, a sign stating that refunds are never available does not remove the legal right to reject qualifying faulty goods.

However, a retailer may legitimately dispute a claim where the problem results from misuse, accidental damage, ordinary wear and tear or a defect clearly disclosed before purchase.

The available remedy also depends on when the fault appeared and whether repair or replacement has been attempted.

Do You Need a Receipt to Return Faulty Goods?

A receipt is useful but is not the only acceptable evidence of purchase.

Alternative evidence may include:

• Bank statements.

• Card transaction records.

• Order confirmation emails.

• Online purchase history.

• Delivery documentation.

The retailer may reasonably ask for evidence that the item was purchased from its business.

Who Is Responsible for Faulty Goods - Retailer or Manufacturer?

The retailer that sold the goods is generally responsible for providing statutory remedies under the Consumer Rights Act 2015.

A manufacturer may offer a separate warranty, but that does not normally replace the consumer's rights against the retailer.

A retailer should not simply dismiss a valid statutory claim by directing the customer to the manufacturer.

Consumer Rights for Faulty Electrical Goods

Electrical appliances such as washing machines, refrigerators, televisions and ovens must meet the statutory quality and durability standards.

A qualifying fault may entitle the consumer to repair, replacement or refund, depending on the circumstances.

For large appliances, retailers may need to arrange collection or other appropriate remedies without imposing necessary repair or replacement costs on the consumer.

Consumer Rights for Faulty Furniture

Furniture purchased from a trader must meet the required standards.

Potential defects include broken frames, faulty mechanisms, significant manufacturing defects and premature deterioration inconsistent with reasonable durability expectations.

However, normal wear, accidental damage and problems clearly disclosed before purchase are not automatically covered.

Consumer Rights for Faulty Building Materials

Homeowners may purchase tiles, flooring, doors, windows, plumbing fittings and other materials for renovation projects.

Where these goods are faulty, consumer rights may apply if they were purchased under a qualifying consumer contract.

The position can become more complicated where materials were supplied and installed as part of a building service.

Consumers should identify who contracted to supply the materials and whether the complaint concerns the goods, installation work or both.

Consumer Rights for Faulty Goods Bought Online

Goods purchased online are generally protected by the same statutory quality requirements as goods bought in a physical shop.

Consumers may also have separate cancellation rights under the Consumer Contracts Regulations 2013.

For many distance purchases, there is a 14-day cancellation period, subject to exceptions.

However, cancellation rights and faulty goods rights are different.

A consumer may still have a statutory remedy for faulty goods after the ordinary cancellation period expires.

Consumer Rights for Second-Hand Goods

Second-hand goods purchased from a business are also covered by the Consumer Rights Act 2015.

However, reasonable expectations of quality and durability may differ from those for new products.

Relevant factors include the item's age, price, condition and description.

Goods purchased from private individuals are subject to different legal rules and generally do not carry the same statutory consumer protections.

Can You Return Faulty Goods Without the Original Packaging?

Generally, the absence of original packaging does not automatically remove statutory rights where goods are faulty.

Retailers cannot normally insist on original packaging as a condition of exercising a valid statutory remedy.

However, consumers should take reasonable care when returning items and follow appropriate arrangements for safe collection or delivery.

Who Pays Return Postage for Faulty Goods?

Where the consumer is exercising a valid statutory right, the retailer is generally responsible for the necessary costs associated with the remedy.

For repairs and replacements, the law expressly requires the retailer to bear necessary costs, including relevant postage.

The consumer should not be left paying unavoidable expenses to obtain a remedy to which they are legally entitled.

What if the Retailer Refuses to Help?

If a retailer rejects a valid complaint, the consumer can take further steps.

1. Contact the retailer and explain the fault.

2. State the remedy being requested.

3. Refer to the Consumer Rights Act 2015.

4. Provide evidence of purchase and the defect.

5. Request a written response.

6. Escalate the complaint through the retailer's formal process.

7. Consider alternative dispute resolution or a card provider claim where applicable.

8. Consider court action if the dispute remains unresolved.

For purchases paid for using qualifying credit arrangements, Section 75 of the Consumer Credit Act 1974 may provide additional protection.

Chargeback may also be available through a card provider, subject to the applicable scheme rules.

Can You Take a Retailer to Small Claims Court?

In England and Wales, consumers may be able to pursue eligible disputes through the County Court small claims process.

The appropriate procedure depends on the amount claimed and the nature of the dispute.

Before issuing proceedings, consumers should normally send a formal letter before action explaining the claim and allowing a reasonable opportunity to respond.

Court proceedings involve fees and financial risks, even where a claim is allocated to the small claims track.

Consumer Rights for Faulty Goods in Rental Properties

Faulty household goods can also create disputes between landlords and tenants.

Where a landlord supplies appliances or furniture as part of a tenancy, the landlord's obligations depend on the tenancy agreement and relevant housing legislation.

For example, landlords may have legal responsibilities concerning certain installations and property safety.

Where the landlord originally purchased a faulty appliance, the landlord may have consumer rights against the retailer, depending on whether the purchase qualifies as a consumer transaction.

A tenant's rights against the landlord are separate from the landlord's rights against the supplier.

Frequently Asked Questions About Consumer Rights for Faulty Goods

Can I get a refund for faulty goods after 30 days?

Potentially, but repair or replacement will generally be the first remedy unless an exception applies.

Do I have to accept a repair?

Not necessarily within the initial 30-day rejection period. After that period, repair or replacement is generally the first statutory remedy.

What if a replacement is also faulty?

You may qualify for a final right to reject or a price reduction, depending on the circumstances.

Can a shop refuse a refund without a receipt?

A retailer may request proof of purchase, but this does not necessarily have to be the original receipt.

Are faulty goods covered after one year?

Potentially. Statutory rights may continue beyond the manufacturer's warranty, although evidence of the original defect may be required.

Does a warranty replace consumer rights?

No. A commercial warranty is additional to statutory rights.

Can I return faulty goods bought on sale?

Yes. Discounted goods must still meet the applicable statutory standards unless a relevant defect was properly disclosed and accepted.

Can I return faulty goods bought online?

Yes. The Consumer Rights Act 2015 generally applies to qualifying online purchases.

What happens if the retailer has closed down?

Options may include claims through a qualifying credit provider, a chargeback request or a manufacturer's warranty, depending on the circumstances.

Can I claim compensation for faulty goods?

Potentially. In addition to statutory remedies, consumers may have claims for reasonably foreseeable losses caused by a breach, subject to applicable legal requirements.

Consumer Rights Faulty Goods UK - Key Considerations

The Consumer Rights Act 2015 provides important protections when products fail to meet statutory standards.

Consumers generally have a short-term right to reject qualifying faulty goods within 30 days, followed by rights to repair, replacement and, in appropriate circumstances, a final refund or price reduction.

The first six months are particularly important because of the legal presumption concerning faults present when goods were supplied.

Homeowners, landlords and property investors should retain purchase records, warranties and installation documentation for appliances, furniture and building materials.

Understanding the difference between statutory rights, store returns policies and manufacturer warranties can help consumers resolve disputes more effectively.

This article provides general consumer law and property information as of October 2026 and does not constitute legal advice.

For professional residential property sales, lettings, property management and real estate advisory services across London and the wider UK, visit FraserBond.com.