When a Shop Refuses to Refund Faulty Goods

Your legal rights when a retailer refuses a refund for faulty items. Understand who is liable, what "satisfactory quality" means, and how to escalate your claim.

Quick Answer

The retailer (not the manufacturer) is liable for faulty goods under Consumer Rights Act 2015. Retailers cannot hide behind manufacturer warranties or blame suppliers. You can reject faulty goods within 30 days for refund, or after 30 days claim repair, replacement, or refund. A "no refunds" policy cannot override statutory consumer rights. If retailer refuses, file a chargeback, complain to Trading Standards, or take small claims action.

Force the Refund: Step by Step

1

Make Your Claim Clear (Email)

Email the retailer: "I reject these faulty goods (or claim repair/replacement/refund). You are liable under Consumer Rights Act 2015 ss.9-24 for satisfactory quality breach." Detail the fault. Retailers often say "no" once; written formal demand changes outcomes. Reference the law; it signals you know your rights.

2

Escalate Within Retailer

If first response is "no", email again to supervisor, manager, or complaints team. Reference your first email. State: "This is an escalation. I am exercising statutory consumer rights under CRA 2015, not requesting a favour." Many retailers settle at escalation without legal action. Give 7-10 days for response.

3

Use Payment Disputes or Legal Action

If retailer still refuses, file a chargeback (credit card) or dispute with your payment provider. Or file small claims at court (under £10,000 in England/Wales). Cost is minimal; success rate is high because law is clear. Trading Standards can also investigate (free).

What the Law Says

Consumer Rights Act 2015, ss.9-17 (Satisfactory Quality & Fitness for Purpose)
Goods sold by a retailer must be of satisfactory quality (durable, safe, function normally for the price) and fit for purpose. These are implied terms in every sale. Retailer liability is strict - they cannot blame the manufacturer or supplier. Breach = goods are faulty = consumer remedies apply (rejection, repair, replacement, refund).
Consumer Rights Act 2015, ss.20-24 (Consumer Remedies)
Within 30 days: right to reject for full refund. After 30 days: right to repair or replacement, and if both fail, right to refund or price reduction. Retailer cannot impose conditions: your choice. "No refunds" policies are void if goods are faulty. These remedies are automatic; retailer must comply.
Consumer Rights Act 2015, s.62-63 (Unfair Terms)
Any contract term excluding or restricting your statutory rights is unfair and unenforceable. "Final sale", "no refunds", "as seen", or "subject to inspection" cannot override Consumer Rights Act remedies. These terms only apply to non-faulty returns (change of mind). Faulty goods = statutory rights always apply.

Retailer Refusal Scenarios

Retailer Says "Go to Manufacturer"

Ignore. Retailers are liable, not manufacturers. Manufacturer warranty is separate (optional). Your statutory rights are against the seller (retailer). They cannot deflect to the manufacturer. Tell retailer: "You are liable under CRA 2015. I am pursuing you, not the manufacturer."

"You've Had It Too Long"

If within 30 days, they are lying. Within 30 days = automatic right to reject. After 30 days, you don't lose rights; you move to repair/replace remedy. Timeframe only changes your remedy, not your entitlement. Act fast if faulty; document the fault date.

"Sale Goods, No Returns"

Exclusion clauses don't apply to faulty goods. "Sale" price doesn't reduce your rights to reject faulty items. Policy applies to unwanted non-faulty returns. If goods are faulty, statutory rights kick in regardless of discount or sale status.

Retailer Demands Repair Try First

Within 30 days, you can insist on refund (no repair required). After 30 days, they can require repair attempt, but if repair fails, you get replacement or refund. Repair must be free and within reasonable time. If retailer drags out repair, claim unreasonable delay and demand refund.

Online Retailer Missing Customer Service

Email every recorded address (info@, support@, etc.). File a complaint with Trustpilot or similar. If email ignored, send a formal letter (Royal Mail Special Delivery). If still no response after 14 days, escalate to Trading Standards or file small claims.

Retailer Closed or Dissolved

If company is defunct, file with company creditors (if solvent) or National Insurance Fund if wages unpaid. Check Companies House. If no legitimate contact, report to Trading Standards and pursue chargebacks. Document all attempts to contact.

Frequently Asked Questions

Is the retailer or manufacturer liable for faulty goods? +
The retailer is liable under Consumer Rights Act 2015. Manufacturers are not your seller; they have no statutory duty to you unless they make an express warranty. Retailer's responsibility is strict - they sell on behalf of the brand and are liable for quality. This is why you claim against the retailer, not the maker.
Can a retailer force me to accept repair instead of refund? +
Within 30 days, no. You have the right to reject for full refund. After 30 days, retailer can require repair first, but if repair is unsuccessful, you can claim replacement or refund. Repair must be attempted within a reasonable time and at no cost to you.
What if the goods are on sale or discounted? +
Sale price does not reduce your rights. Faulty goods must be rejected or remedied regardless of discount. Refund is for the full amount paid (sale price), not RRP. "Sale" or "reduced" labels cannot override statutory consumer rights.
How do I escalate beyond the retailer? +
Step 1: Escalate within retailer to supervisor/manager. Step 2: File chargeback (credit card company will investigate and often refund you). Step 3: Report to Trading Standards (free council service; they can investigate retailer). Step 4: Small claims court (under £10,000, simple process online). Most succeed at Step 2.
Can I claim compensation beyond the refund? +
Yes. If you've suffered losses (e.g., inconvenience, time off work to return item, damage to other property), you can claim compensation in small claims court. Law allows for direct loss damages. You need evidence of loss (emails, photos, receipts, time spent). Retailer may negotiate a partial settlement if you raise this.
What counts as "satisfactory quality"? +
Goods must be fit for all purposes a reasonable person would expect, considering price, description, durability, and safety. A £10 item needs lower durability than a £1000 item, but both must work. If item breaks within days of normal use, it fails the satisfactory quality test, regardless of price.

Retailer Won't Budge? We'll Fight for You

File a formal refund claim and escalate to Trading Standards or small claims court.

Start Your Refund Case