How to Claim a Refund for Broken or Faulty Products

Receiving a broken or faulty product can be frustrating and costly. UK law gives consumers clear rights to refunds, repairs or replacements when what they've purchased fails to meet basic legal standards. This guide explains your rights, how to make a refund claim, relevant time limits, what evidence you need, and what practical steps you can take under the Consumer Rights Act 2015 and related rules in England and Wales.

What Counts as a Faulty Product?

A product is legally considered faulty if it:

• Is not of satisfactory quality – it should be safe, undamaged and free from defects that a reasonable person would not expect.
• Is not fit for purpose – it fails to do what it is designed or marketed to do.
• Does not match the description given by the seller, sample, model or advertisement.

These standards apply to physical goods, and in many cases to digital products, whether bought in-store, online or by phone.

Your Legal Rights Under the Consumer Rights Act 2015

The Consumer Rights Act 2015 (CRA 2015) is the primary consumer protection law in England and Wales for faulty goods. It sets out tiered remedies depending on how long you've owned the product.

Short‑Term Right to Reject and Refund (First 30 Days)

If you discover a fault within 30 days of receiving the product, you can:

• Reject the item and
• Claim a full refund from the retailer.

This is known as the short‑term right to reject. You do not have to accept a repair or replacement first if the fault appears within this period.

Repair or Replacement (After 30 Days)

If more than 30 days have passed but the product is still within approximately six months, you must generally give the retailer one opportunity to repair or replace the item first. If the repair or replacement fails, you can then ask for a refund or a price reduction.

After Six Months

Once you've had the product for longer than six months, you can still seek a refund or price reduction, but you may need to prove that the fault existed at the time of purchase.

Other Legal Rights

These statutory rights apply regardless of any manufacturer warranty or guarantee, which is separate and typically does not override statutory rights. Retailers cannot lawfully limit or exclude these rights in their terms and conditions.

Step‑by‑Step Guide to Making a Refund Claim

1. Check Time Limits and Prepare Evidence

Before making a claim, note when you took ownership of the item (when you bought it or when it was delivered). Gather evidence including:

• Proof of purchase – receipt, invoice, bank or card statement.
• Photographs or videos of the defect.
• Correspondence with the retailer.

Clear evidence strengthens your claim and helps show the fault and timeline.

2. Contact the Retailer Promptly

• Write a formal complaint to the retailer's customer services department.
• Describe the fault and state that you are exercising your rights under the Consumer Rights Act 2015.
• Explain whether you seek a refund, repair, or replacement.

Keeping written records helps if you need to escalate later.

3. State Which Remedy You Want

Within the first 30 days, you can demand a full refund without needing to provide a reason beyond the defect. If beyond 30 days but within six months, you may need to accept a repair or replacement first before asking for a refund.

4. Return the Faulty Item

When returning the product:

• The retailer is responsible for reasonable postage costs if you have to send the item back.
• Keep tracking information for your records.

If the retailer refuses to cover return costs, you can challenge this and seek escalation.

5. Escalate if Necessary

If the retailer refuses to comply:

• Use their formal complaints procedure.
• If unresolved within eight weeks, consider issuing a letter before action or applying to the Small Claims Court for a refund.
• You can also report the retailer to Trading Standards if you believe consumer rights are being ignored.

Practical Considerations and Common Issues

Online vs In‑Store Purchases

• For online and distance purchases, you may also have cancellation rights under the Consumer Contracts Regulations (14 days to cancel after delivery). However, cancellation rights are separate from refunds for faults under CRA 2015.
• For in‑store purchases, statutory rights are the primary basis for a refund if goods are faulty; retailers' goodwill returns policies are separate.

What If the Retailer Is No Longer Trading?

If a retailer closes or becomes insolvent, statutory rights still exist, but enforcement becomes more difficult. In some cases, payment card protections (like chargeback or Section 75) may offer alternative routes for refunds.

Proof of Fault After Six Months

After six months, the retailer may argue that the product was not faulty when sold. At this stage, you may need evidence (such as expert reports) – though it is still possible to pursue a claim if reasonable.

Common Questions from our Readers

Can I choose a repair over a refund?
Yes. If you prefer a repair or replacement first, you can request this; but within 30 days, you can insist on a full refund instead.

Do I need to prove the fault was there at purchase?
Within the first six months, the retailer generally must prove the item was not faulty at the time of purchase. After six months, the burden shifts to the consumer.

Does a manufacturer guarantee affect my statutory rights?
No. A guarantee is an additional contract but does not replace your statutory right to a refund, repair or replacement under the Consumer Rights Act.

Key Takeaways

Under the Consumer Rights Act 2015, consumers in England and Wales have strong rights to a refund if a product is broken or faulty. You generally have 30 days from receipt to reject faulty goods and demand a full refund. After 30 days but within six months, the retailer is entitled to attempt a repair or replacement first. Beyond six months, you may still claim a refund but must show the fault existed at the time of purchase. Acting promptly, documenting your case, and understanding the statutory remedies available will maximise your chance of a successful claim.