Bought Something Broken? Your Complete Guide to Refunds

Bought something that's broken, doesn't work properly, or isn't what you expected? UK law gives you powerful rights to get your money back. Here's the definitive guide to returning faulty goods.

The Consumer Rights Act 2015: Your Toolkit

Every time you buy goods from a business, they must be:

Of satisfactory quality - Not faulty, damaged, or below the standard a reasonable person would expect
Fit for purpose - Suitable for any purpose you made clear, plus any obvious purposes
As described - Match any description, sample, or model shown

If goods fail any of these tests, you have legal rights the retailer cannot take away.

The 30-Day Window: Your Best Friend

Within the first 30 days of taking ownership:

You can reject faulty goods for a full refund
No questions about repair or replacement first
The retailer must refund you within 14 days
This includes delivery costs

Key tip: The 30 days starts when you take ownership, not when you discover the fault. But if a fault becomes apparent within 30 days, you're covered.

30 Days to 6 Months: Repair or Replace

Between 30 days and 6 months:

The retailer gets one chance to repair or replace
You can choose repair or replacement (unless one is disproportionately expensive)
If repair/replacement fails, you can demand a full refund
No deductions for use can be made in this period

Important: During this period, the fault is assumed to have been there from purchase. The retailer must prove otherwise if they want to refuse.

6 Months to 6 Years: Prove the Fault

After 6 months:

You still have rights, but you must prove the fault existed at purchase
This usually means getting an expert opinion
The retailer can make a deduction for use
Claims must be made within 6 years (5 in Scotland)

Digital Products Have Rights Too

The Consumer Rights Act also covers digital content (apps, games, software, streaming):

Must be of satisfactory quality
Must be fit for purpose
Must be as described
Updates shouldn't damage functionality

If digital content fails these tests, you can get a repair, replacement, or refund.

Services: A Different Timeline

Services (repairs, hairdressing, etc.) have different rules:

Must be performed with reasonable care and skill
Must be done in reasonable time (if not agreed)
Must be at a reasonable price (if not agreed)

If services fail these standards, you can demand they be re-done or get a price reduction.

Who Do You Claim From?

Always the retailer, not the manufacturer. The retailer sold you the goods, so they're responsible. If they try to send you to the manufacturer, stand firm.

Exception: Manufacturer warranties are extras on top of your legal rights. You can use either.

What If the Retailer Refuses?

Step 1: Put It in Writing

Send a formal complaint letter citing the Consumer Rights Act 2015.

Step 2: Give Them a Deadline

14 days is reasonable for a response.

Step 3: Credit Card Section 75

If you paid by credit card and the item cost £100+, your card company is equally liable.

Step 4: Chargeback

For debit cards or credit card purchases under £100, request a chargeback within 120 days.

Step 5: Small Claims Court

For claims up to £10,000, the small claims court is cheap and straightforward.

Common Retailer Myths

"You need the original packaging" - No, you don't. Helpful but not required.

"You must have the receipt" - No. Bank statements, card records, or other proof of purchase work.

"It was in the sale" - Sale goods have the same rights as full-price items.

"We only offer exchanges" - They can't override your statutory right to a refund.

"The manufacturer's warranty has expired" - Manufacturer warranties are separate from your legal rights, which last 6 years.

"It's wear and tear" - This only applies to reasonable expected wear. A TV shouldn't stop working after 18 months due to "wear and tear".

How to Examine Goods

When you receive goods:

Check them as soon as possible
Take photos of any damage
Keep all packaging until you're satisfied
Report faults immediately

The sooner you spot and report issues, the stronger your position.

Second-Hand Goods

Your rights apply to second-hand goods too, but "satisfactory quality" considers the price paid and any defects pointed out before purchase.

Online and Distance Purchases

For online, phone, or mail order purchases, you get additional rights:

14-day cooling-off period to return items for any reason
14 days from delivery to notify the seller
14 more days to return the items
Full refund including original delivery costs

This is on top of your faulty goods rights.

What About Perishables?

Food and flowers have the same quality requirements, but the 30-day right to reject is shortened appropriately. You can't return flowers 29 days later.

Take Action

Don't accept broken goods. Know your rights, use them, and escalate when needed. Use our Complaint Letter Generator to create a formal demand citing your legal rights.