Consumer Rights & Refunds
How to Get a Refund for a Faulty Product in the UK
Shop refusing your refund? You have statutory rights under Consumer Rights Act 2015. Learn the 30-day right to reject, your legal protection, and how to escalate if they refuse.
Quick Answer
Faulty goods give you the right to a full refund under Consumer Rights Act 2015. Within 30 days, you can reject and demand refund immediately. After 30 days, seller can offer repair/replacement first. You have 6 years to claim, but act quickly for best results.
Frequently Asked Questions
How long do I have to return a faulty product?
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You have 6 years in England, Wales, and Northern Ireland (5 years in Scotland) to claim for faulty goods. However, the strongest position is: within 30 days (right to reject without seller's repair attempt), or within 6 months (fault presumed pre-existing). After 6 months, you must prove the fault existed when you bought it. Act fast for best results.
Can a shop refuse a refund on a faulty item?
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No. Under Consumer Rights Act 2015 sections 9-17, you have a statutory right to a full refund if: the item is faulty, not as described, or unfit for purpose. The seller cannot refuse by citing their returns policy—your statutory rights override any store policy. They must offer a refund, repair, or replacement.
What is the 30-day short-term right to reject?
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If a fault appears within 30 days of purchase, you have the right to reject the item and demand a full refund immediately. You don't have to let the seller try to repair or replace it. After 30 days, the seller can offer a repair or replacement before you can demand a refund. This is your strongest position—use it.
Do I need a lawyer to get my refund?
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No. FaultyReturn generates a professional, legally-backed letter that references the Consumer Rights Act and your statutory rights. Many sellers respond immediately to a formal letter. If they don't, you can escalate to small claims court (free, online at moneyclaims.service.gov.uk), Ombudsman Services, or Citizens Advice. A lawyer is optional, not required.
What if the seller says their returns policy overrides my rights?
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Their returns policy CANNOT override your statutory rights under the Consumer Rights Act. If they say "all sales final" or "30-day returns only" but your item is faulty, those terms don't apply. Your statutory rights are separate and stronger. FaultyReturn's letter makes this clear with direct Act references.
What if the seller refuses to respond to my demand letter?
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If you've sent a demand letter and they ignore it: (1) File a claim at moneyclaims.service.gov.uk (small claims court, free, up to £10,000). (2) Provide your letter, photos of the fault, receipts, and shop correspondence. (3) Courts rule in favour of consumers on faulty goods. (4) Escalate to Ombudsman Services if the seller is a member. Most sellers respond once they see a formal letter.