Consumer Rights – Faulty Goods

Frequently asked questions: Returning Faulty Goods

Under the Consumer Rights act, a retailer has a duty to repair or replace faulty goods.

If you have bought a faulty item, or an item that has developed a fault, you have the right under the Consumer Rights Act to ask for refund

Can I demand a refund for faulty goods?

Your consumer returns rights after 30 days. If you don’t reject the goods within the first 30 days, and find a fault within the first six months of possessing your faulty goods, you’ll need to give the retailer a chance to make a repair or replacement. If that’s unsuccessful, you can then ask for a refund.

Can a shop refuse to give a refund?

Wrong – if the item is not faulty, you have no rights to a refund or exchange unless you buy online (see below). The same applies if goods are the wrong size, unless they are clearly not the size described. Some shops may offer refunds or a credit note as part of their own in-store policies

What is the law on faulty goods?

If you purchase goods which turn out to be faulty, you have the right to have them replaced or repaired, or just to get your money back. When it comes to faulty goods, many consumers are unaware of the protection and statutory rights they are legally entitled to.

Do retailers have to give a refund?

A store doesn’t have to allow you to return an item you have simply changed your mind about. However, some stores have their own in-store policy to offer a refund, exchange or credit note for ‘change-of-mind’ purchases. > a confirmation or receipt number from a phone or online purchase.

What is the Consumer Rights Act?

As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described. … Satisfactory quality Goods shouldn’t be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question.

When should you contact trading standards?

You can call the Citizens Advice consumer helpline on 03454 04 05 06 and may speak to a Welsh-speaking adviser on 03454 04 05 05. Please note: National Trading Standards cannot help members of the public with specific complaints or advice about goods, services or specific businesses.

What can Trading Standards help with?

Trading standards is the local government service that works to protect consumers and support legitimate business. The daily work of a Trading Standards Officer (TSO) involves responding to and investigating consumer complaints and conducting routine inspection of businesses for compliance with legislation.

Can Trading Standards prosecute?

Trading Standards prosecutions or investigations can place a huge strain on a business and its key personnel. In some instances, convictions against individuals can result in the imposition of a custodial sentence. Taking expert legal advice at the outset can often make all the difference.

What are the 7 consumer rights?

The right to safety; the right to be informed; the right to choose; and the right to be heard. The International Organisation of Consumer Unions has since added four more rights: the right to redress; the right to satisfaction of basic needs; the right to consumer education; and the right to a healthy environment.

How do I make a complaint against a company?

You can make a complaint if you have reasonable grounds to suspect a company that is currently active of:

  • Causing significant harm to customers, suppliers, etc.
  • Breaking the law, e.g. fraud
  • Serious misconduct, e.g. company assets have not been used properly
  • Having a significant irregularity in its affairs

If we can’t resolve your complaint, email complaints@companieshouse.gov.uk. You can also telephone 0303 1234 500 and ask to speak with customer services.


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