Getting a Repair for Faulty Goods

When goods develop a fault, consumers in England and Wales are protected by a structured legal framework that prioritises repair as a key remedy. The Consumer Rights Act 2015 establishes when you are entitled to a repair, how the process should work, and what happens if the repair is unsuccessful.

Understanding your right to a repair is essential, particularly after the initial 30-day period when an immediate refund is no longer automatic. This guide explains the legal principles, time limits, and practical steps involved in obtaining a repair for faulty goods.

What Makes Goods Legally Faulty?

Under the Consumer Rights Act 2015, goods must meet three core standards:

• Satisfactory quality – free from defects and durable
• Fit for purpose – capable of performing their intended function
• As described – matching any description, model, or advertisement

If a product fails to meet any of these criteria, it is considered faulty and the consumer is entitled to a remedy.

When Are You Entitled to a Repair?

The Legal Position After 30 Days

Within the first 30 days, consumers usually have the right to reject faulty goods for a full refund. However, after this period:

• The retailer can offer a repair or replacement instead of a refund
• This becomes the primary legal remedy

The law recognises repair as a practical and cost-effective way of resolving disputes without immediately terminating the contract.

The Right to Request a Repair

Your Entitlement

You have the right to request that the retailer:

• Repairs the faulty goods, or
• Provides a replacement

While you can express a preference, the retailer may choose the option that is less costly or more practical, provided it meets legal requirements

Legal Requirements for Repairs

Under the Consumer Rights Act 2015, any repair must meet strict conditions.

1. Carried Out Within a Reasonable Time

The repair must be completed within a reasonable time, taking into account:

• The nature of the goods
• The complexity of the fault
• The purpose for which the goods were purchased

There is no fixed definition of “reasonable time”; it depends on the circumstances.

2. No Significant Inconvenience

The repair must not cause significant inconvenience to the consumer.

Examples of inconvenience may include:

• Excessive delays
• Repeated returns or failed repairs
• Lack of communication from the retailer

If inconvenience becomes substantial, you may be entitled to move to other remedies.

3. No Cost to the Consumer

Repairs must be provided free of charge, including:

• Labour
• Parts
• Postage or collection costs

Consumers should not be left out of pocket when enforcing their legal rights.

Can a Retailer Refuse to Repair?

Yes, but only in limited circumstances.

A retailer may refuse a repair if:

• It is impossible to carry out
• It is disproportionate compared to a replacement

For example, replacing a low-cost item may be more practical than repairing it.

How Many Repair Attempts Are Allowed?

In most cases:

• The retailer is allowed one attempt to repair or replace the goods
• If this attempt fails, you gain access to further remedies

This structure prevents consumers from being trapped in repeated, unsuccessful repair cycles

What Happens If the Repair Fails?

If the repair:

• Is unsuccessful, or
• Takes too long, or
• Causes significant inconvenience

You may be entitled to:

• A price reduction, or
• A refund (final right to reject)

This ensures that repair is not used to delay or avoid proper resolution.

The First Six Months: Presumption of Fault

A key protection applies within the first six months after purchase:

• Any fault is presumed to have existed at the time of delivery
• The retailer must prove otherwise to avoid liability

This significantly strengthens the consumer's position when requesting a repair.

After six months, the burden shifts to the consumer to prove the fault was present at the time of purchase.

Time Limits for Repairs and Claims

• The right to request a repair applies after the initial 30-day period
• Consumers may bring a claim for breach of contract within six years in England and Wales
• However, delays may affect evidence and the likelihood of success

Practical Steps to Request a Repair

Step 1: Identify and Document the Fault

• Take photographs or videos
• Record when the fault occurred
• Keep proof of purchase

Step 2: Contact the Retailer

Clearly state:

• The nature of the fault
• That you are requesting a repair under the Consumer Rights Act 2015
• Any preferred outcome (repair or replacement)

Written communication is advisable.

Step 3: Return the Goods

• Follow the retailer's instructions
• Ensure the item is packaged appropriately
• The retailer should cover reasonable return costs

Step 4: Monitor Progress

Keep records of:

• Dates of communication
• Promised timelines
• Any delays or issues

Step 5: Escalate if Necessary

If the repair is delayed, unsuccessful, or refused:

• Request a refund or price reduction
• Use Alternative Dispute Resolution (ADR)
• Consider a claim in the County Court (small claims track)

Common Issues in Repair Disputes

Delays in Repair

A common issue is prolonged repair times. If delays become unreasonable, you may move to a refund.

Repeated Faults

If the same fault persists after repair, this may justify exercising your final right to reject.

Being Directed to the Manufacturer

Retailers may attempt to redirect you to the manufacturer. Legally:

• Your contract is with the retailer
• They remain responsible for resolving the issue

Special Situations

Second-Hand Goods

Repairs are still available, but expectations reflect:

• Age
• Price
• Condition at sale

Digital Content

Digital products cannot be “rejected” in the same way, but must still be:

• Repaired or replaced
• Or refunded if repair is not possible

Common Questions from our Readers

Can I insist on a repair instead of a replacement?

Not always. The retailer can choose the more proportionate option.

How long should a repair take?

It must be completed within a reasonable time, based on the circumstances.

What if the repair fails?

You may be entitled to a refund or price reduction.

Final Thoughts

The right to a repair for faulty goods is a central part of consumer protection in England and Wales. After the initial 30-day period, repair or replacement becomes the primary remedy, supported by strict legal requirements.

Repairs must be carried out within a reasonable time, without significant inconvenience, and at no cost to the consumer. If these standards are not met, the law provides clear escalation routes, including refunds and legal claims.

Consumers who act promptly, keep evidence, and understand their rights are in a strong position to resolve disputes effectively.