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When you purchase goods or services that don't meet expected standards, you shouldn't have to accept the financial loss or inconvenience. Whether it's a faulty appliance, defective car, or poorly performed service, you have strong legal rights under UK consumer law.
Consumer Rights Act 2015 - Your Protection:
Electronics & Technology:
Vehicles & Transport:
Home & Garden:
Home Improvements:
Professional Services:
Short-Term Right to Reject (First 30 Days):
Right to Repair or Replacement:
Final Right to Reject:
Don't accept faulty goods or poor services. Our consumer rights specialists can help you get the refunds, repairs, or compensation you deserve.
This information is for general guidance only and does not constitute legal advice. For specific legal advice tailored to your situation, please consult with a qualified solicitor.
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Find Your SolicitorCommon questions about faulty goods & services and how our solicitors can help
Satisfactory quality means goods should be of a standard that a reasonable person would consider acceptable, taking into account the description, price, and other relevant circumstances. Items should be free from minor defects, safe, durable, and have acceptable appearance and finish.
Yes, if goods are not fit for their normal purpose or a specific purpose you made clear when buying. For example, if you bought a waterproof jacket that lets in water, or told a retailer you needed a laptop for gaming and they sold you one that cannot run games.
Goods must match their description, whether written, verbal, or shown in pictures. They must also match any sample or model you examined. If they don't match, you can reject them for a full refund within 30 days or seek repair/replacement.
Within the first 30 days, you can choose to reject faulty goods for a full refund. After 30 days, the retailer has the right to attempt one repair or replacement before you can claim a refund. However, if repair/replacement is impossible or disproportionately expensive, you can demand a refund immediately.
Digital content must be of satisfactory quality, fit for purpose, and as described. If it's faulty, you have the right to repair or replacement. If this isn't possible or doesn't work, you can get a price reduction or refund. You also have 14 days to cancel online purchases of digital content.
Yes, under the Consumer Rights Act, services must be performed with reasonable care and skill, within reasonable time, and for reasonable price. If services fall short, you can claim repeat performance, price reduction, or compensation for additional costs and inconvenience.
Retailers cannot exclude your statutory rights with 'no returns' policies. These only apply to returns for change of mind. If goods are faulty, not fit for purpose, or don't match description, you have legal rights that cannot be removed by store policies.
Repair or replacement should be carried out within a reasonable time without significant inconvenience to you. What's reasonable depends on the type of goods and fault. Generally, a few days to weeks is acceptable, but months would usually be unreasonable.
Your contract is with the retailer, so they're responsible for faulty goods under consumer law. However, you may also have rights against manufacturers under product guarantees or for dangerous products under product liability law. It's usually easier to claim against the retailer first.
Sale goods have exactly the same consumer rights as full-price items. The only exception is if you were specifically told about faults before purchase and the price reflected this. Retailers cannot use 'sale goods not returnable' policies to avoid their legal obligations.
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