🛒 Consumer RightsRefund Rights for Faulty Goods in the UK — What You Need to Know
Learn your UK refund rights for faulty goods under consumer law. Know when you can get a refund, replacement, or repair.
Last verified: April 2026
If you buy something that turns out to be faulty, you have strong legal rights in the UK. Under consumer law, you’re entitled to a refund, repair, or replacement — depending on when the fault appears. Knowing your rights can save you time, money, and stress when dealing with faulty goods.
⚖️ Your Key Rights
- ✓You have the right to a full refund if you return a faulty item within 30 days of purchase.
- ✓If the fault appears after 30 days but within 6 months, you are entitled to a repair or replacement, and if that fails, a refund.
- ✓After 6 months, you may still be entitled to a repair, replacement, or partial refund, but the burden shifts to you to prove the fault was not caused by normal wear and tear.
- ✓You do not have to accept a credit note or voucher unless you agree to it.
- ✓If you bought the item online or over the phone, you have an extra 14 days to return it under the cooling-off period, even if it’s not faulty.
- ✓If the seller offers a repair or replacement, they must complete it within a reasonable time and without significant inconvenience to you.
- ✓If the seller goes out of business, you may still have rights under the manufacturer’s warranty or through a credit card company if you used one to pay.
📋 Common Situations Explained
Faulty electronics bought online
If your new smartphone stops working a week after delivery, you’re within the 30-day window. You can demand a full refund or a replacement. The seller cannot insist on a repair first unless you agree.
Faulty shoes with a heel that breaks after 4 months
The fault appeared after 30 days but within 6 months. You’re entitled to a repair or replacement. If that’s not possible, you can ask for a partial refund based on the item’s use before the fault.
Faulty kettle that stops working after 7 months
The fault appeared after 6 months, so you must prove it wasn’t caused by normal wear and tear. If you can, you’re still entitled to a repair, replacement, or partial refund.
Item damaged during delivery
If the item arrives damaged due to poor packaging, this is treated as a fault at the time of delivery. You can ask for a refund or replacement, even if it’s outside the 30-day window.
Seller offers only a credit note after a fault is reported
Unless you agree, the seller cannot force you to accept a credit note or voucher instead of a refund. You have the right to a full refund if you return the item within 30 days.
🚀 What To Do
- 1Stop using the item as soon as you notice the fault to prevent further damage.
- 2Check your receipt or bank statement to confirm the purchase date and seller’s details.
- 3Contact the seller immediately — in writing if possible — to report the fault and state what you want (refund, repair, or replacement).
- 4Give the seller a reasonable time (usually up to 30 days) to respond and offer a solution.
- 5If the seller refuses or ignores your request, send a formal complaint using their complaints procedure or write a letter citing the Consumer Rights Act 2015.
- 6If the seller still doesn’t resolve the issue, consider contacting the relevant ombudsman service or seeking legal advice.
👨⚖️ When to Get a Lawyer
If the seller is refusing your refund claim and you’ve tried all other options, or if the item is expensive and the seller is disputing the fault, it may be worth speaking to a solicitor or consumer rights organisation.
🔗 Official Resources
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