My purchase is faulty: what are my rights in the UK?
The seller — not the manufacturer — is liable when goods are faulty or not as described. You can ask for a free repair or a replacement; if that fails or takes too long, a price reduction or your money back.
📜 Your rights
The rules in the UK
Under the Consumer Rights Act 2015 goods must be of satisfactory quality (including durability), fit for purpose and as described. If not, you can reject them within 30 days, then ask for repair or replacement, and after that a price reduction or final rejection.
- The UK has no fixed guarantee period: you can bring a claim for faulty goods up to 6 years after purchase in England and Wales, and 5 years in Scotland (the limitation period). (gov.uk)
- A fault that appears within 6 months of delivery is presumed to have existed at delivery, unless the trader proves otherwise. After 6 months you may have to prove it (s. 19(14)-(15)). (legislation.gov.uk)
- The short-term right to reject lasts 30 days from delivery (shorter for perishable goods) and gives a full refund (s. 22). (legislation.gov.uk)
- After one failed repair or replacement you can claim a price reduction or reject the goods. Within 6 months of delivery no deduction for use is allowed, except for motor vehicles (s. 24). (legislation.gov.uk)
🪜 Step by step
- Write the fault downWhat is wrong, since when, photos or a short video. Keep the receipt or order confirmation.
- Contact the seller, not the manufacturerYour legal claim is against the seller. A manufacturer’s guarantee is an extra, not a replacement.
- Choose repair or replacementUse the letter below and give a reasonable date.
- No repair, no replacement?Ask for a price reduction or end the contract and get your money back (the letter says so).
- EscalateThe bodies under “If the trader does not answer”.
✉️ Your letter
Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.
🧭 If the trader does not answer
Give the trader the time in your letter. Then, in this order:
An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).
❓ Frequently asked questions
The shop says: contact the manufacturer. Is that right?
No. The seller is liable for the legal guarantee. You may use a manufacturer’s commercial guarantee as well, but you don’t have to.
Do I have to pay for the repair or the shipping?
No. Bringing the goods into conformity is free of charge, including the cost of sending them.
What if the fault shows up after the presumption period?
The seller is still liable within the legal period, but you may have to show the fault was there at delivery (for example a report or the nature of the defect).
📎 Sources
- legislation.gov.uk →
- gov.uk →
- legislation.gov.uk →
- legislation.gov.uk →
- tradingstandards.uk →
- citizensadvice.org.uk →
- gov.uk →
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🧭 Is this still correct?
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