Shopping · UK
What I bought is faulty or not as described
The law gives you a right
Goods must be of satisfactory quality, fit for purpose and as described. Within 30 days you can reject them for a full refund. After that, the trader must repair or replace them at its own cost; if that fails, you get a price reduction or a refund.
The clock
- 30 days from delivery to reject for a full refund.
- Within 6 months, a fault is presumed to have been there on delivery.
- Court claims: 6 years in England and Wales.
What the law says word for word, checked 24 Sep 2026
“Every contract to supply goods is to be treated as including a term that the quality of the goods is satisfactory.”
Consumer Rights Act 2015, s.9(1)
“The time limit for exercising the short-term right to reject (unless subsection (4) applies) is the end of 30 days beginning with the first day after these have all happened—”
Consumer Rights Act 2015, s.22(3)
“If the consumer requires the trader to repair or replace the goods, the trader must— (a)do so within a reasonable time and without significant inconvenience to the consumer, and (b)bear any necessary costs incurred in doing so”
Consumer Rights Act 2015, s.23(2)
“goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.”
Consumer Rights Act 2015, s.19(14)
Worth knowing
- Your rights are against the seller, not the manufacturer.
- Not covered: faults you were told about before buying, or damage you caused.
What you can ask for
- A full refund
- A free repair or replacement
- A price reduction or a refund
If they say no
Write the letter it cites the law for you
[your name] 24 September 2026 To: [business] Subject: Faulty goods: Consumer Rights Act 2015 Dear Sir or Madam, I bought [what it’s about] from you on [date] (order [reference]). It is faulty: [what went wrong]. Under the Consumer Rights Act 2015, goods must be of satisfactory quality (s.9). Under s.23, I require you to repair or replace the goods within a reasonable time and at your own cost. I am asking for [ask]. Please reply within 14 days. I look forward to your reply. Yours faithfully, [your name]
Keep a copy, and send it in a way you can prove, such as email or recorded post.