Consumer Rights When Goods Are Faulty

The core principle

You bought from the retailer, so the retailer is responsible for putting things right.

A manufacturer's warranty is an additional promise, not a replacement for your statutory rights.

Being told to contact the manufacturer is a common deflection. You may choose to, and you are not obliged to.

What goods must be

Of satisfactory quality, taking account of price and description.

Fit for the purpose you made known.

As described, and matching any sample or model shown.

Durable for a reasonable period, which depends on the type of product. An expensive appliance failing after two years is arguably not durable, regardless of a one-year warranty.

The remedies

Most regimes provide a short initial period during which you can reject faulty goods and receive a refund.

After that, the retailer is generally entitled to attempt repair or replacement, within a reasonable time and without significant inconvenience.

If repair or replacement fails or is not possible, a refund or price reduction usually follows, potentially with a deduction for use after a period.

Who must prove the fault existed at purchase shifts after a defined period in many systems, which is why acting early matters.

Making the claim

Contact the retailer in writing, describing the fault, when it appeared, and what remedy you want.

Keep proof of purchase, though a bank statement is generally acceptable where a receipt is lost.

Photograph or video the fault.

Give a reasonable deadline and state what you will do if it passes.

If they refuse

Escalate through their formal complaints process.

Use alternative dispute resolution where the retailer belongs to a scheme.

Where paid by credit card, the card provider may share liability in some jurisdictions; where paid by debit card, a chargeback may be available.

Small claims procedures are designed for use without a lawyer and are relatively inexpensive.