This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Learn your rights under UK law when rejecting a faulty used item bought online. This guide explains statutory protections, how to request a refund, time limits, return procedures, and what to do if a seller refuses compliance. Essential information for consumers in England and Wales.
When you buy a used product online from a business and discover it is faulty, you may be entitled to reject it, obtain a refund, or secure an alternative remedy under UK consumer law. This guide explains your legal rights and the steps you can take in clear, practical terms under the Consumer Rights Act 2015 and related regulations in England and Wales. It is designed for consumers, students, and solicitors seeking accurate, up‑to‑date information (but it does not constitute personal legal advice).
Understanding Your Legal Rights
1. Which Law Applies?
When you buy goods online from a retailer, including used or second‑hand items, they must meet certain legal standards under the Consumer Rights Act 2015 (CRA). These standards apply regardless of whether the item is new or used, as long as the seller is a business rather than a private individual.
Under the CRA, the goods must be:
- Of satisfactory quality – they must meet a standard that a reasonable person would expect given the product's description, price, and condition.
- Fit for purpose – they must do the job they are supplied to do.
- As described – the online listing and any sample images or descriptions must accurately reflect the item.
If these conditions are not met, the seller is in breach of contract and your statutory consumer rights are engaged.
Distinguishing Faulty Goods From Normal Wear and Tear
A fault means a defect, damage, or malfunction that goes beyond normal wear and tear. You will not have statutory rights to reject goods just because you are dissatisfied with quality or performance if the item matches the description and you were aware of its used condition at the time of purchase. You do, however, have protection if the product is genuinely defective, unsafe, unusable, or materially different from the listing description.
Immediate Cancellation and Distance Selling Rights
When you buy online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also apply. This gives you the right to cancel your order for any reason within a limited period - generally:
- 14 days to notify the seller that you want to cancel after delivery,
- followed by 14 days to return the item.
This is often called the cooling‑off period and applies regardless of whether the product is faulty or not. These rights are separate from your rights under the CRA.
Note: Cooling‑off rights apply only if you bought from a trader (business) and not from a private seller.
How Long You Have to Reject Faulty Goods
Within 30 Days of Delivery
You have a short‑term right to reject faulty goods. If you notify the seller within 30 days of receiving the item that it is faulty or lacks satisfactory quality, you can ask for a full refund.
- This period begins the day you take delivery.
- You can reject the item even if you have used it, as long as the fault goes beyond reasonable handling or examination.
- You should act promptly and tell the seller clearly that you are rejecting the goods under your statutory rights.
If the seller tries to avoid refunding you by relying on a ‘no returns' policy or a statement that used goods are sold “as seen”, that does not override your statutory rights if the fault existed at purchase or delivery.
After 30 Days but Within Six Months
If you find a fault after 30 days but within six months, the law generally assumes the defect was present at the time of purchase unless the seller can prove otherwise.
- The seller must offer a repair or replacement in the first instance.
- If the repair or replacement is unsuccessful, you can then reject the item and seek a refund or sometimes a price reduction.
- A refund after this point may be reduced to account for the use you have had of the goods.
After Six Months
Beyond six months, you may still be able to claim if you can demonstrate that the fault was present at the time of purchase - but the burden of proof shifts to you. Evidence could include independent inspection reports or expert opinion.
Practical Steps to Reject a Faulty Used Item
1. Document the Fault
Before returning the product, record the issue:
- Take photographs or videos.
- Write a clear description of the fault.
- Keep original packaging and accessories.
2. Contact the Seller Promptly
Send a clear message (preferably by email or through the platform's messaging system) that:
- You received the item on a specific date.
- The item is faulty or not as described.
- You wish to reject the goods and request a refund under statutory consumer rights.
Include your order number and supporting evidence.
3. Keep a Record of All Communications
Retain copies of all emails, messages, and responses. A written record can be crucial if the dispute escalates to an ombudsman or tribunal.
4. Return Costs and Delivery Charges
If goods are faulty or not as described, the seller should pay reasonable return costs. Under the Consumer Contracts Regulations, you are also usually entitled to a refund of standard delivery charges if the item is cancelled within the cooling‑off period.
If the Seller Refuses to Comply
Alternative Dispute Resolution
If you cannot resolve the issue directly, consider Alternative Dispute Resolution (ADR). Many online marketplaces and retailers are signed up to ADR schemes that offer independent complaint handling.
Small Claims Court
You also have the option to bring a claim in the Small Claims Court if the amount in dispute is eligible. Before doing so, send a pre‑action protocol letter (a formal letter of claim) outlining the problem, the legal basis under the CRA, and what you want (refund, repair, or replacement).
Common Misconceptions
- “Used goods have no rights.”
This is incorrect. If you bought from a business, your rights to reject faulty goods exist whether the item is new or used. - “Seller policies override the law.”
A company's return policy cannot diminish statutory rights. If the law gives you a refund or replacement, the seller must comply. - “You must show the fault right away.”
While acting quickly is important, the key factor is whether the fault was present at the time you took ownership. For the first six months, the law presumes it was.
Key Takeaways
If you buy a used goods item online from a business in England and it is faulty, you have clear statutory rights to reject it and claim a refund under the Consumer Rights Act 2015 and the Consumer Contracts Regulations. You should act promptly, document the fault, instruct the seller in writing, and pursue escalation processes if they refuse to comply. These protections apply whether the product is new, refurbished, or second‑hand, so long as the seller is a business and the defect relates to quality, fitness for purpose, or accuracy of description.
