Complain to Vision Express 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. Figures are the published statutory amounts at the time of writing.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Vision Express Customer Service, I am writing about [PRODUCT] purchased from Vision Express 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.
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Build my Vision Express complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Vision Express. 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.