Complain to Amazon about faulty goods after 30 days
Past 30 days the retailer gets one shot at a fix. If that fails, you’re back to a refund. Here’s the section that gives you the final right to reject.
The law on your side
Consumer Rights Act 2015, tier 2 remedies
Consumer Rights Act 2015, sections 23 & 24
- For the first six months, faults are presumed to have been present at delivery unless the retailer can prove otherwise.
- Repair or replacement must be at no cost to you, within a reasonable period and without significant inconvenience.
- After one failed attempt at repair or replacement, the final right to reject kicks in.
- After six months of use, the retailer can deduct a reasonable amount for the use you’ve had.
What you are owed
| Situation | Remedy |
|---|---|
| First remedy | Repair or replacement at no cost (s.23) |
| Final right to reject | Refund if repair/replacement fails (s.24) |
| Reverse burden of proof | First 6 months: fault presumed pre-existing |
| Limitation period | Up to 6 years (England & Wales) |
Source: Consumer Rights Act 2015, sections 23 & 24.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Amazon Customer Service, I am writing about [PRODUCT] purchased from Amazon on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods have developed a fault: [DESCRIBE_FAULT]. Under sections 23 and 24 of the Consumer Rights Act 2015, where goods do not conform to contract after the 30-day short-term right to reject, the consumer is entitled to a repair or replacement. If the retailer's attempt at repair or replacement fails, or is impossible or disproportionate, the consumer has the final right to reject and receive a refund. For goods that fail within the first six months, the fault is presumed to have been present at the time of delivery unless the retailer can prove otherwise. I require: 1. A repair or replacement of the faulty item, at no cost to me, within a reasonable period. 2. If repair or replacement cannot be carried out within a reasonable period or without significant inconvenience, a refund of £[PRICE] (a deduction may apply for use after the first six months). Please respond within 14 days. If unresolved, I will escalate through [ADR_SCHEME / Section 75 of the Consumer Credit Act 1974 / Money Claim Online]. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the retailer
Cite sections 23 and 24 of the Consumer Rights Act 2015 and request a repair or replacement. State that, if the repair or replacement fails, you will exercise the final right to reject under section 24.
Allow 14 days for a response
- 2
Section 75 or chargeback
If paid £100-£30,000 by credit card, your card provider is jointly liable. Card chargeback may also apply for debit-card payments.
- 3
Trading Standards via Citizens Advice
Report breaches of statutory rights.
- 4
Money Claim Online
For up to £10,000.
Final stop: Trading Standards (via Citizens Advice) or the retailer’s ADR scheme if signed up.
Quick answers
How long does the retailer have to repair the item?
Section 23(2)(a) requires repair or replacement within a reasonable time and without significant inconvenience to the consumer. There is no fixed number of days, but two weeks is a common benchmark for non-bespoke goods.
Can the retailer charge for the repair?
No. Section 23(2)(b) makes repairs and replacements under the Consumer Rights Act 2015 free to the consumer, including any associated postage and labour.
What if they offer a credit note instead of a refund?
A credit note is not a substitute for the section 24 final right to reject. You can refuse and demand a refund to the original payment method.
How is the deduction for use calculated?
There is no statutory formula. A reasonable proportion of the purchase price for the use you’ve had, applied only after the first six months, is the test the courts have used.
Is there an ombudsman for Amazon?
No. Amazon is a retailer, and no ombudsman or ADR scheme covers UK goods retailers, so there is no independent body that can order Amazon to refund you. What you have instead is the A-to-z Guarantee for anything bought from a marketplace seller, Section 75 or a chargeback through your card provider, and the small claims track. Trading Standards takes reports through the Citizens Advice consumer helpline, but it acts on patterns rather than on your individual refund.
How do I make an ombudsman complaint about Amazon?
You cannot, because there is no scheme to complain to. The nearest equivalent is Amazon’s own A-to-z Guarantee: go to Your Orders, select Problem with Order, then Request Refund, and Amazon says it can take up to a week to review. If that is refused and you paid more than £100 by credit card, Section 75 puts your card provider on the hook alongside the seller. After that it is Money Claim Online.
What is Amazon's complaints procedure?
Amazon runs a self-service process rather than a written complaints procedure. Its support page names phone, chat and self-service through Customer Service, and for an order the route is Your Orders, then Problem with Order. For a marketplace order you message the seller first, and the A-to-z Guarantee becomes available if they do not respond within 48 hours or do not put it right. There is no formal final response and no ombudsman at the end of it.
Is cs-reply@amazon.co.uk a real Amazon email address?
It is on amazon.co.uk, which is the test Amazon itself publishes: approved Amazon emails come from an Amazon.co.uk address. But Amazon does not list it as a way to reach customer service, so a complaint typed as a reply to it is not the route Amazon staffs. The way to be sure about any message is Message Centre in your account: Amazon says every email it sends appears there, and one that does not appear was not sent by Amazon.
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Build my Amazon complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Amazon. This page summarises Consumer Rights Act 2015, tier 2 remedies (Consumer Rights Act 2015, sections 23 & 24) for general guidance and is not legal advice. Always check the current statutory text before acting.