Faulty Goods — Your Rights Under the Consumer Rights Act 2015

Your rights under the Consumer Rights Act apply when:

• ✓You bought goods from a trader (not a private individual)
• ✓The goods are not of satisfactory quality (defective, unsafe, or not durable)
• ✓The goods are not fit for their intended purpose
• ✓The goods don't match their description, sample, or model
• ✓This includes online purchases, in-store, and from catalogues

Within 30 days of purchase (or delivery), if goods are faulty you have the right to a full refund. This is the strongest right and the retailer cannot insist on a repair or replacement instead.

• ✓You must reject the goods and tell the retailer clearly
• ✓No receipt is required — a bank statement or order confirmation is sufficient
• ✓The retailer must refund within 14 days
• ✓They cannot make any deduction for use (except for cars — a reasonable use deduction can apply)
• ✓If the fault becomes apparent within 30 days, even if it was a latent defect, the right applies

Between 30 days and 6 months after purchase, if goods develop a fault:

• ✓You're entitled to one repair or replacement — the retailer chooses which
• ✓If the repair or replacement fails, or isn't done within a reasonable time, you can claim a price reduction or a final right to reject
• ✓A price reduction can be up to the full price (but the retailer can make a deduction for use)
• ✓For the final right to reject (beyond 30 days), a deduction for use can be made
• ✓Within 6 months: it's presumed the fault was there at the time of purchase — the burden is on the retailer to prove otherwise
• ✓After 6 months: the burden shifts to you to prove the fault was present at purchase

The 6-month reversal of burden of proof ends after 6 months, but your legal rights under the Consumer Rights Act continue for up to 6 years (5 years in Scotland). For goods that should reasonably last longer (e.g. a washing machine, a car, a TV), you can still make a claim after 6 months — but you need to provide evidence that the fault was a manufacturing defect rather than normal wear and tear.