Refunds for Faulty Goods

Within the first 30 days after purchase (or delivery), if goods are faulty, you have the right to reject them and claim a full refund. This is the "short-term right to reject." Key points:

• You do not have to accept a repair or replacement during this period — a refund is your right.
• The 30 days start from the date you take ownership (or receive delivery), the date any agreed installation is complete, or the date a digital element is made available — whichever is latest.
• If the fault is discovered on day 25, you have the remaining 5 days of the 30-day period to exercise your right. After that, you move into the repair/replacement stage.
• You do not need the original packaging to exercise the short-term right to reject, though you should return the goods in a reasonable condition.

After the 30-day period expires, you enter the second stage. You can ask the retailer to either:

• Repair the faulty goods — the retailer must do this within a reasonable time and without significant inconvenience to you.
• Replace the goods — they must provide a like-for-like replacement.

The retailer has one chance to successfully repair or replace. If the repair fails, or the replacement is also faulty, you can then choose between:

• A further repair or replacement (if you want), or
• A price reduction (a partial refund reflecting how much the fault affected the value), or
• The final right to reject — a refund that can be reduced by a proportion for use if you have had the goods for some time.

Once goods have been in your possession for more than 6 months, the burden of proof shifts. You must now show that the fault was present at the time of purchase — not that it appeared after 6 months of use. Evidence that can help includes:

• An independent inspection or repair assessment report identifying a manufacturing defect
• Evidence of other consumers reporting the same fault (e.g., recall notices, online forums)
• Manufacturer recalls or product safety notices

Your statutory rights extend for 6 years from the date of purchase in England and Wales (5 years in Scotland) under the Limitation Act 1980. However, proving a fault was inherent becomes harder over time as normal wear and tear increases.

When you discover a fault:

1. Stop using the item if safe to do so — continued use may complicate claims if the retailer alleges the damage was caused by misuse.
2. Photograph the fault clearly, including the product label and any packaging.
3. Contact the retailer in writing (email is fine) within the 30-day period if possible. State the fault, the date of purchase, and that you are exercising your right to reject under the Consumer Rights Act 2015.
4. If the retailer refuses, refer to Citizens Advice, issue a formal letter before action, and consider a small claims court claim if the value justifies it.
5. If you paid by credit card, Section 75 of the Consumer Credit Act 1974 makes the card provider jointly liable for purchases over £100 — you can make a parallel claim if the retailer is uncooperative.

Two of the most powerful but frequently misunderstood remedies in UK consumer law are the short-term right to reject and the final right to reject. Understanding the precise conditions for each — and how Section 75 backs them up — puts you in the strongest possible position.

Short-term right to reject: the 30-day window

The 30-day short-term right to reject under the CRA 2015 is the consumer's strongest remedy for faulty goods. To exercise it effectively:

• Act within 30 days of delivery (or installation, or making a digital element available — whichever is latest).
• Clearly state in writing that you are rejecting the goods under section 20 of the Consumer Rights Act 2015 and claiming a full refund.
• The retailer must issue the refund within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have sent them.
• No deduction for use can be made within this 30-day period.

Final right to reject: after a failed repair or replacement

After the 30-day period expires, your right shifts to repair or replacement (one attempt). If that attempt fails, you may exercise the final right to reject under section 24 of the CRA 2015. Key points:

• A deduction for use can be applied after 30 days, but only if you have had the goods for some time and have received genuine benefit.
• The deduction must be reasonable and evidenced — the retailer cannot apply an arbitrary percentage.
• For goods purchased less than 6 months ago where a repair or replacement has failed, the deduction is typically modest.

Section 75 as a parallel route

When a retailer refuses to honour a right to reject — whether the short-term right or the final right — Section 75 of the Consumer Credit Act 1974 provides a direct route to your credit card provider. The card provider is jointly and severally liable for the breach of contract, which includes a retailer's refusal to issue a refund you are legally owed. Submit your Section 75 claim with:

• Proof of purchase (receipt or order confirmation).
• Evidence of the fault (photographs, independent assessment if available).
• A copy of your written rejection notice to the retailer.
• The retailer's refusal or non-response.

The FCA's rules require card issuers to handle Section 75 claims fairly and promptly. If your card provider rejects a valid claim, escalate to the Financial Ombudsman Service within 6 months of the final response.