Get a full refund for faulty goods within 30 days of purchase
Under the Consumer Rights Act 2015 section 20-24, you have 30 days from purchase to reject faulty goods and claim a full refund. You don't need to accept repair or replacement first. The goods must have been faulty at the point of sale, and you must reject them within the 30-day window. Notify the seller in writing, state the fault, and arrange the return.
The 30-day right to reject is a statutory consumer protection that gives you an automatic right to refuse faulty goods and demand a full refund without needing to go through repair or replacement first. This is different from your general right to claim for faulty goods (which extends 6 years from purchase). The 30-day rule is a fast-track remedy specifically for goods that are not of satisfactory quality, fit for purpose, or as described.
This right applies to all consumer purchases—online, in-store, distance purchases, and private sales (though some exceptions apply to certain items like vehicles). Once 30 days pass, you lose the automatic right to reject; you must then accept repair or replacement from the seller.
The goods must be faulty in a way that materially affects their value or usability. This includes manufacturing defects, design flaws that emerge immediately, cosmetic damage if severe, missing parts, and goods that don't match the seller's description. Minor blemishes, wear-and-tear from reasonable use, or problems caused by misuse don't typically qualify.
The key test is whether a reasonable consumer would consider the fault to be minor. If you'd be unhappy keeping the goods, it likely qualifies for rejection. Use our RightsCheck tool to assess whether your fault meets the threshold.
First, examine the goods carefully and identify the fault. Document it with photographs and notes. Within 30 days, send the seller a written notice stating you wish to reject the goods and claim a full refund. Include a clear description of the fault and reference the date of purchase. Be polite but firm. Most sellers will accept the rejection and arrange a return. If they refuse or claim the fault is your responsibility, escalate by sending a formal demand letter citing the Consumer Rights Act 2015.
You'll need to return the goods in reasonable condition (though the fault itself is acceptable evidence of the defect). Online sellers typically pay return postage for rejected goods, though instore purchases may require you to cover this. Use our Demand Letter template to formalize your rejection.
No, not within the first 30 days. You have an automatic right to reject and claim a refund. After 30 days, you lose this automatic right and must accept repair or replacement. Reject early if the fault is significant.
If the goods were faulty when you received them, the fault is not your responsibility. Document the fault with photos immediately upon receipt. If you purchased online, photos from unboxing help prove the fault was pre-existing. The seller must prove the fault is user-caused.
No. You must inspect goods to check for faults—opening packaging is part of reasonable inspection. You don't lose the right to reject just by opening or testing the goods. You only lose it if you've modified or damaged the goods beyond inspection.
The 30-day right is strict. After 30 days, you cannot automatically reject for a full refund. However, you may still have claims for repair, replacement, or damages up to 6 years from purchase. Act quickly and document the fault within the window.
For online purchases, the seller typically covers return postage. For in-store purchases, return postage may be your responsibility unless the item is seriously faulty. Check the seller's returns policy, but you can negotiate. The law doesn't set a strict rule.
Use our Faulty Return Tool to draft a formal rejection notice, calculate your refund, and track the return process.
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