Your 30 Day Right to Reject Faulty Goods

Complete guide to the short-term right to reject faulty goods and claim a full refund under the Consumer Rights Act 2015. Act within 30 days to avoid losing this powerful remedy.

Quick Answer

You have 30 days from purchase to reject faulty goods and claim a full refund, regardless of seller excuses. This is the "short-term right to reject" under Consumer Rights Act 2015 ss.20-24. Faulty means not of satisfactory quality, not fit for purpose, or not as described. Retailers cannot force repair or replacement within the first 30 days; rejection and refund is your choice. You must act within 30 days or lose this right (then you move to repair/replace remedies).

How to Reject Faulty Goods

1

Identify the Fault

Inspect the goods within days of purchase. The fault must have existed at point of sale (not caused by you). Document with photos and notes. Faulty means: breaks within normal use, doesn't match description, not fit for purpose seller knew about, or not of satisfactory quality (durability, appearance, safety).

2

Notify Within 30 Days

Contact the seller (retailer) in writing within 30 days. Email is sufficient. State clearly: you reject the goods due to fault and demand refund. Include order reference, purchase date, and brief fault description. Keep a copy of your email for proof. You do NOT need permission; this is your right.

3

Return and Get Refund

Seller must arrange collection or accept return. You're not responsible for return postage for goods you rejected within 30 days (seller bears cost). Refund must be paid within 30 days of return. If seller refuses, file a chargeback (credit card) or raise a dispute with your payment provider.

What the Law Says

Consumer Rights Act 2015, ss.20-24 (Short-Term Right to Reject)
Goods must be of satisfactory quality, fit for purpose, and as described. Within 30 days, you can reject goods not meeting these standards and claim refund. Seller cannot refuse if fault existed at point of sale. This is a strict, seller-friendly deadline; after 30 days you lose rejection right and move to repair/replace only.
Consumer Rights Act 2015, s.9-17 (Satisfactory Quality & Fitness)
Satisfactory quality means fit for all purposes a reasonable consumer would expect, considering description, price, statements, and durability. Goods must function, be safe, and endure normal use. Fitness for purpose covers specific needs you told seller about. Breach of either standard = goods are faulty.
Consumer Rights Act 2015, s.28 (Return Costs)
For goods rejected within 30 days, you pay nothing for return postage. Seller bears cost. If seller shipped goods to you, they arranged logistics; they must arrange collection or accept return at their cost. You only pay return postage if you reject after 30 days (moved to repair/replace remedy).

Common Faulty Goods Scenarios

Delivered Broken

Item arrived damaged or non-functional. This is faulty. Reject within 30 days, get refund. Photo the damage, email the seller with "reject" and "refund" clearly stated. You have the legal right; seller cannot force repair.

Stops Working Within Days

Appliance, gadget, or clothing fails within first week or month. Within 30 days = your right to reject. Fault existed at sale (hidden defect). Seller must refund. After 30 days, you move to repair/replace but lose rejection right.

Doesn't Match Description

Item is wrong size, colour, material, or features compared to listing. This is faulty (not as described). Reject within 30 days for refund. Example: ordered blue, received red; ordered size 12, received size 10.

Seller Says "No Returns"

Exclusion clauses (like "final sale" or "no returns") cannot override your statutory right to reject faulty goods. If goods are faulty, you can reject and get refund regardless of seller's return policy. Policy applies to unwanted items, not faulty goods.

Retailer Offers Repair Instead

Within 30 days, retailer cannot force repair. You can demand refund. After 30 days, retailer can offer repair/replace first; only if both fail can you reject. Act within 30 days to bypass repair and claim full refund.

Online Marketplace Item (eBay, Amazon)

If from a business seller, Consumer Rights Act applies; reject faulty goods within 30 days. Private sellers exempt. Check seller profile; business sellers have statutory obligations. File dispute with eBay/Amazon if seller refuses refund.

Frequently Asked Questions

What counts as "faulty"? +
Goods are faulty if they don't meet the standard a reasonable consumer would expect for the price and type. This covers: broken or non-functional, doesn't match description, missing features promised, fails within normal lifespan (e.g., phone battery dies after 2 weeks when 500+ charge cycles expected), unsafe, or not fit for a purpose you told seller about. Minor cosmetic damage may not be faulty if goods function normally.
I opened and used the item. Can I still reject it? +
Yes. You have the right to examine goods to determine if they're faulty. Opening, testing, or limited use doesn't waive the rejection right within 30 days. You only lose the right if you damage the item through your own careless use (not normal testing). The item must be in returnable condition (not destroyed by you). Normal use to identify the fault is allowed.
Do I have to pay for return shipping? +
No, not within 30 days. When you reject faulty goods within 30 days, the retailer pays return postage. They must arrange collection or accept return. After 30 days (if you move to repair/replace remedy), you pay return postage. Within 30 days is the consumer-friendly window; use it.
What if it's been 35 days? Do I lose all rights? +
No, but you lose the "right to reject" and move to the tiered remedy: repair first, then replace, then refund (as last option). If repair fails twice, you can claim replacement or refund. It's slower and may involve costs (return postage). The 30-day window is critical; act fast if goods are faulty.
Can I claim refund for a minor fault? +
For minor faults (e.g., small scratch, slight discolouration), retailers can argue repair/replacement is fair within 30 days. However, if the fault makes goods significantly unfit (doesn't function properly, fails soon), rejection for refund is justified. If retailer disputes, you can escalate to trading standards or small claims court. Document the fault with photos.
Does "30 days" mean calendar days or business days? +
Calendar days. If you purchase on 1st April, day 30 is 30th April. Your rejection notice must reach the seller by 23:59 on day 30. Email sent before midnight counts as on time. If you post a letter, send it early; don't rely on postal delays. Email is safest (instant, dated, proof of delivery).

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