What to do when something you bought is faulty or not as described — your 30-day right to reject and the repair, replace and refund remedies under the Consumer Rights Act 2015.
Under the Consumer Rights Act 2015, goods you buy from a business must be of satisfactory quality, fit for purpose and as described. If they fail any of these, the goods are faulty in law and you have remedies against the trader you bought from — not the manufacturer.
If goods are faulty, you have a short-term right to reject them and get a full refund within 30 days of taking ownership. You do not have to accept a repair or replacement during this window. For perishable goods the period may be shorter, reflecting how long the item should reasonably last.
Once the 30 days pass, you must first give the trader one chance to repair or replace the item. If that fails, is impossible, or takes an unreasonably long time, you can claim a price reduction or exercise the final right to reject for a refund. After the first six months the trader may deduct an amount for use you have had.
If a fault appears within the first six months, it is presumed to have been present at the point of sale, so the trader must prove otherwise. After six months, the burden shifts to you to show the fault was inherent rather than wear and tear or misuse.
Tell the seller clearly which right you are using, when you bought the item, and what you want — a refund, repair or replacement. Keep proof of purchase and a written record of your request. Refunds should be made without undue delay using your original payment method.
Within the first 30 days, no — you can reject faulty goods outright for a refund. After 30 days the trader is entitled to one attempt at a repair or replacement first; only if that fails can you move on to a refund or price reduction.
Sale items still have to be of satisfactory quality and as described, so your rights generally apply. You cannot complain about a fault you were specifically told about or that was obvious before you bought, such as a flaw noted in a second-hand listing.
No. The Counsel is an AI tool that gives legal information, not legal advice, and it does not act for you or contact the trader. It can help you understand your rights and draft a clear complaint, but you send it and deal with the seller yourself.
The Counsel is an AI tool for England & Wales. It provides legal information, not legal advice, and does not replace a regulated solicitor. For anything high-value or contested, take advice before you act.
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