What to do when something you bought is faulty: the 30-day right to reject, repair or replacement, refunds after six months, and extra protection when you pay by card.
This guide gives general information about the law in England and Wales, not legal advice about your situation.
When you buy goods from a trader, the law gives you rights that do not depend on the shop's own returns policy. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, what you can ask for depends mainly on how long ago you got them.
What counts as faulty?
- Satisfactory quality: what a reasonable person would expect, taking into account the price and description. That covers appearance, finish, safety and durability.
- Fit for purpose: it does what such goods normally do, and any particular purpose you told the seller about before buying.
- As described: it matches the description, any sample or model, and what the seller said.
These rights do not cover damage you caused, normal wear and tear, or faults pointed out to you before you bought. Changing your mind is different: shops do not have to accept returns of non-faulty goods bought in person, though many do. Online purchases have a separate 14-day cancellation right.
Within 30 days: the short-term right to reject
If goods are faulty and you act within 30 days of taking ownership and delivery (and installation, if needed), you can reject them and get a full refund. Perishable goods have a shorter period, matching how long they could reasonably be expected to last. The trader should refund you within 14 days of agreeing that you are entitled to it.
After 30 days, up to six months
After 30 days you must first give the trader one chance to repair or replace the goods. You can choose which, unless your choice would be impossible or disproportionately expensive compared with the other. It must be done within a reasonable time and without significant inconvenience to you, at the trader's cost.
If the repair or replacement fails, is impossible, or takes too long, you can then use your final right to reject (a refund) or ask for a price reduction if you want to keep the item.
Within six months of delivery, a fault is presumed to have been there from the start, unless the trader proves otherwise. A refund in this period is usually in full, though for motor vehicles the trader can make a deduction for use.
After six months
You still have rights, but you may need to show the fault was present at delivery. That might be an independent report or evidence that the item has not lasted as long as a reasonable person would expect. A refund under the final right to reject can now be reduced to reflect the use you have had. You can make a claim for up to six years in England and Wales (five years from discovering the problem in Scotland), but the longer you have had the item, the harder it is to show it was faulty from the start.
How do you complain: step by step?
- Stop using the item if continued use could make the fault worse.
- Gather evidence: receipt or bank statement, photos or video of the fault, and any correspondence.
- Contact the trader, not the manufacturer: your contract is with the seller. A manufacturer's guarantee is extra to your legal rights.
- Put it in writing, quoting the Consumer Rights Act 2015 and saying exactly what you want: a refund, repair or replacement.
- Give a deadline, such as 14 days.
- Escalate: if the trader belongs to an alternative dispute resolution scheme, use it. Otherwise, the small claims court is the final step.
Extra protection when you paid by card
- Credit card, section 75: if the item cost more than £100 and not more than £30,000, and you paid at least part on a credit card, the card provider is jointly liable with the trader. That is valuable if the trader refuses to help or has gone out of business.
- Debit card, chargeback: not a legal right, but card schemes let your bank try to reverse a payment for faulty or undelivered goods. Ask quickly, as there are time limits.
Frequently asked questions
Do I need the original packaging?
No. Your legal rights for faulty goods do not depend on packaging, though you need proof of purchase.
Does the shop's "no refunds" sign apply?
Not to faulty goods. Terms that try to remove your statutory rights cannot be enforced against you.
Are second-hand goods covered?
Yes, when bought from a trader, though what counts as satisfactory quality takes account of age and price. Private sales have more limited protection.
Sources and further reading
- legislation.gov.uk: Consumer Rights Act 2015
- legislation.gov.uk: Consumer Rights Act 2015, section 22 (short-term right to reject)
- legislation.gov.uk: Consumer Credit Act 1974, section 75
- Citizens Advice: consumer helpline
Facts checked on 20 October 2026. Spotted an error? Tell us and we will correct it.