Can I get a refund on faulty goods?
Yes — if goods are faulty you have strong rights to a refund under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described, and your claim is against the retailer, not the manufacturer. Within 30 days of buying, you can use the short-term right to reject and get a full refund with no deductions. After 30 days, the trader gets one attempt at repair or replacement; if that fails, you can claim a price reduction or a final refund. The retailer pays all the costs of return, repair and replacement, so you should be £0 out of pocket. A fault that appears in the first 6 months is presumed to have been there at sale. This is separate from a "change of mind." In short: yes, especially within 30 days.
📋 The rules
- Goods must be satisfactory, fit for purpose, as described
- Claim is against the retailer, not the manufacturer
- 30-day right to reject = full refund
- After 30 days: one repair or replacement, then refund
- Retailer pays return and repair costs (£0 to you)
🔓 Exceptions
- Digital content: no 30-day reject; repair/replace then price reduction
- Services: remedy is repeat performance or price reduction
- Change of mind (online) is a separate 14-day right, not this
⚠️ Penalties & fines
This is about your rights, not penalties. Key timings: 30 days for a full refund by rejecting; 6 months during which the burden of proof is reversed (the trader must show the fault wasn't there at sale) and within which no "deduction for use" applies; and a deadline to sue of 6 years in England, Wales and NI (5 years in Scotland) — that's the limit to take court action, not a guarantee period. After the first 6 months, a refund via the final right to reject can have a deduction for use. Beware a myth: "no receipt, opened packaging, or past 30 days means no refund, and I must go to the manufacturer" is false — the contract is with the retailer, any proof of purchase (even a card statement) works, opening the item to find the fault doesn't void your rights, and after 30 days you still have repair, replacement and then refund rights. To claim: tell the retailer promptly, keep proof of purchase, and insist they cover return costs.
📎 Official sources
- Which? — Consumer Rights Act 2015 →
- Consumer Rights Act 2015 (legislation.gov.uk) →
- Citizens Advice — if something you bought is faulty →
❓ Frequently asked
Can I get a full refund on faulty goods?
Yes. Under the Consumer Rights Act 2015, if goods are faulty you can use the short-term right to reject within 30 days of buying and get a full refund, with no deductions. After 30 days, the retailer is entitled to one attempt at a repair or replacement first, and only if that fails do you get a refund.
Who do I claim from — the shop or the manufacturer?
Your legal claim is against the retailer that sold you the goods, not the manufacturer. So you should go back to the shop or website you bought from. A manufacturer's guarantee is an extra, optional protection on top, but it doesn't replace your statutory rights against the seller under the Consumer Rights Act.
Do I have to pay to return faulty goods?
No. For faulty goods, the retailer must cover the costs of returning, repairing or replacing the item, so you should not be left out of pocket. This is different from a change-of-mind return, where you may have to pay return postage. Keep evidence of any costs if you have to pay upfront.
What if the fault appears after 30 days?
After 30 days you no longer have the automatic right to reject for a full refund. Instead, the retailer gets one attempt at a repair or replacement. If that fails, you can claim a price reduction or a final refund. In the first six months, the fault is presumed to have existed at the time of sale.
Is this the same as changing my mind?
No. The faulty-goods rights under the Consumer Rights Act are separate from the change-of-mind right. For online and other distance purchases, separate rules give you 14 days to cancel for any reason, but you usually pay return postage. The faulty-goods rights are stronger and apply whether you bought online or in store.
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