Consumer Rights Act 2015, short-term right to reject
Complain to Asda about faulty goods within the first 30 days
Within 30 days, a faulty product is a no-questions full refund - not a repair, not a credit note, not a store policy override. Here is the section that says so.
The law on your side
Consumer Rights Act 2015, short-term right to reject
Consumer Rights Act 2015, sections 9-11 & 20-22
- The 30-day period starts at delivery, not at purchase.
- Goods must be of satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11).
- The retailer cannot demand the original packaging - only a reasonable means to identify and return the product.
- The retailer is liable, not the manufacturer. Don’t let them deflect.
What you are owed
| Situation | Remedy |
|---|---|
| Refund (within 30 days) | Full refund, original payment method |
| Cost of returning faulty goods | Borne by the retailer (s.20(8)) |
| Time limit to reject | 30 days from delivery (s.22) |
Source: Consumer Rights Act 2015, sections 9-11 & 20-22.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Asda Customer Service, I am writing about [PRODUCT] purchased from Asda on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods are faulty: [DESCRIBE_FAULT]. Under section 20 of the Consumer Rights Act 2015, I have the short-term right to reject goods that do not conform to contract within 30 days of delivery and to receive a full refund. The 30-day period has not yet expired. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. I am happy to return the item; please confirm whether you will arrange a free collection or provide a pre-paid returns label, as the cost of returning faulty goods falls on the retailer. If this is not resolved, I will pursue the matter 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 section 20 of the Consumer Rights Act 2015 and request a full refund. Make clear you are exercising the short-term right to reject.
No legal deadline: set yours in the letter
- 2
Section 75 or chargeback
If you paid £100-£30,000 by credit card, your card provider is jointly liable under Section 75 of the Consumer Credit Act 1974. If you paid by debit card, ask your bank for a chargeback.
- 3
Trading Standards via Citizens Advice
Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.
- 4
Money Claim Online
Issue a small claim for up to £10,000.
Final stop: Trading Standards (via Citizens Advice consumer service) or the retailer’s ADR scheme if signed up.
Quick answers
Can the retailer insist on a repair instead of a refund?
Not within the first 30 days. Section 20 gives you the unconditional short-term right to reject and demand a refund. After 30 days the retailer can offer a repair or replacement first.
What if I bought it on sale or in clearance?
The same statutory rights apply. The only thing that changes is what counts as satisfactory quality - the retailer can argue a known cosmetic flaw flagged at sale isn’t a defect, but the duty of fitness for purpose still applies.
Who pays for return postage?
The retailer. Section 20(8) of the Consumer Rights Act 2015 makes the cost of returning faulty goods the trader’s responsibility.
What if the retailer says my warranty has expired?
Statutory rights and warranties are separate. A 12-month warranty does not override your six-year statutory limitation period. Cite the Consumer Rights Act 2015, not their warranty.
Does Asda have a complaints form?
No. Asda publishes no complaints form and no complaints email: its contact page gives one route, the phone line on 0330 053 0111, alongside the Customer Helpdesk in store. The asda.com/feedback page that comes up in searches is a store-visit survey with a prize draw, it needs your receipt, and Asda’s own text on it sends anyone looking for customer services to the help centre instead. If you want your complaint in writing, call first, then send a letter quoting the reference you were given.
How do I complain about Asda Mobile?
Asda Mobile runs its own complaints process, separate from the stores. Call 2732 from your Asda Mobile phone or 0808 006 2732 from any other phone (free), or write to the Asda Mobile Complaint Review Service at Asda House, Great Wilson Street, Leeds, LS11 5AD. Its complaints page at mobile.asda.com/support/complaints-process also gives an email route for Asda Mobile accounts only. If it is not sorted within 6 weeks, or you are unhappy with the outcome, Asda Mobile’s complaints code names CISAS as the free independent scheme.
Where do Asda Money credit card and loan complaints go?
To Lendable, which provides Asda Money credit and publishes its own complaints procedure at asda.lendable.co.uk/complaints. Asda’s store customer service cannot resolve them. If Lendable has not sorted it within 8 weeks, or you disagree with its final response, the Financial Ombudsman Service reviews credit complaints for free.
Does Asda have a customer service or complaints email address?
No. We couldn't find one on Asda's own site, so any address you see on a complaints directory isn't one Asda publishes. Asda takes complaints by phone (0330 053 0111) or at the in-store Customer Helpdesk. Write the complaint out before you get in touch, keep a dated copy, and note who you spoke to and when: that record is what you need to take it further. NoReply writes that complaint for you free, with the law it relies on cited.
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Build my Asda complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Asda. This page summarises Consumer Rights Act 2015, short-term right to reject (Consumer Rights Act 2015, sections 9-11 & 20-22) for general guidance and is not legal advice. Always check the current statutory text before acting.