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.
Detailed guide to trader liability for faulty goods in England and Wales, explaining rights under the Consumer Rights Act 2015, statutory remedies (refund, repair, replacement, price reduction), time limits, and practical steps for resolving disputes with traders.
When you buy goods - whether in a shop, online or by phone - the law in England and Wales gives you statutory rights if those goods turn out to be faulty, not fit for purpose or not as described. A trader (seller) can be legally liable for faulty goods, and you may be entitled to a refund, repair, replacement or price reduction without undue hassle. Understanding these rights helps you take effective action if something goes wrong.
This article explains key legal principles, statutory time limits, the steps consumers can take, and how disputes are resolved.
Legal Framework: Consumer Rights Act 2015
The central legal statute governing liability for faulty goods in the UK is the Consumer Rights Act 2015 (CRA 2015). It applies to consumer contracts for goods, digital content and services in England and Wales and replaced older legislation such as the Sale of Goods Act 1979.
Under the CRA 2015, traders must supply goods that are:
- Of satisfactory quality - free from defects and acceptable in standard;
- Fit for purpose - suitable for the purpose made known to the seller;
- As described - matching any description, sample or model shown at the time of sale.
If goods fail to meet these standards, they are considered non‑conforming and the consumer has statutory remedies against the trader.
What Counts as a Faulty or Non‑Conforming Good?
A good may be faulty if:
- It has a defect or breakage when received.
- It does not last a reasonable length of time.
- It cannot be used for the purpose the seller stated.
- It is not the type, model or quality that was described or shown.
These standards apply irrespective of whether you bought the item in person or online. They also apply to goods purchased as gifts.
Time Limits for Claims Against Traders
Short‑Term Right to Reject (0–30 Days)
From the date you receive goods, you have a statutory 30‑day period in which to reject faulty goods and demand a full refund. This is known as the short‑term right to reject. You are not required to prove the fault was there at the point of sale within this period.
During the 30 days you can also request repair or replacement if you prefer, but you still retain the right to a full refund.
If you agree to a repair or replacement within the 30‑day period, the rejection period is paused until the goods are returned to you, after which you have a short time to inspect and reject again if they remain faulty.
Between 30 Days and Six Months
After the first 30 days and up to six months from delivery:
- You must normally allow the trader one attempt to repair or replace the goods.
- If that attempt fails, or if repair/replacement is impossible or disproportionate, you may then claim a refund or a price reduction.
- During this period it is presumed that the fault existed at the time of delivery, and it is usually for the trader to prove otherwise.
After Six Months
Once six months have passed:
- There is no automatic presumption that a fault was present at the time of sale.
- You may still be entitled to a repair, replacement, price reduction or refund, but you will usually need evidence that the fault was inherent when you received the goods.
Remedies: What You Can Ask For
Under the CRA 2015, if the goods are faulty or non‑conforming, you have the following potential remedies against the trader:
1. Full Refund
You are entitled to a full refund if:
- You reject goods within the 30‑day short term period; or
- A repair or replacement attempt has failed and it is reasonable to expect a refund.
Refunds must be paid without undue delay and normally within 14 days of the trader agreeing you are entitled to one.
2. Repair or Replacement
Between 30 days and six months you must allow the trader one attempt to repair or replace:
- A repair must be done within a reasonable time and without significant inconvenience to you.
- A replacement must be of satisfactory quality and match the contract.
- If it is not possible to repair or replace, you can pursue other remedies.
3. Price Reduction
If you choose to keep the goods despite a fault, or if repair/replacement cannot correct the fault, the trader must offer a reasonable price reduction. This can range up to a full refund depending on the severity of the issue.
Who Is Liable: Trader, Manufacturer or Other Parties?
Under the CRA 2015, your legal rights are against the trader who supplied the goods, not the manufacturer. This is known as the “chain of rights”: if you successfully claim a refund or other remedy, the trader may then have rights against the manufacturer or others in the supply chain, but that is a separate matter to your direct claim.
Steps to Take if Goods Are Faulty
If you believe goods are faulty:
- Contact the trader promptly in writing, explaining that the goods are not of satisfactory quality, fit for purpose or as described.
- Specify the remedy you want - refund, repair, replacement or price reduction.
- Keep evidence - receipts, photos, emails and correspondence.
- Allow reasonable time for the trader to respond or carry out a repair/replacement.
- If the trader refuses or delays unreasonably, consider Alternative Dispute Resolution (ADR) or making a claim in the small claims court.
Common Misconceptions
- Manufacturer warranties do not replace statutory rights. A trader's statutory liability under the CRA 2015 stands independently of any voluntary warranty offered by a manufacturer.
- “Sold as seen” terms cannot override statutory rights. Contract terms that seek to exclude liability for faults are generally ineffective to the extent they conflict with statutory consumer rights.
- Online purchases remain covered. Whether you buy in a shop or online, the CRA 2015 applies to goods supplied by a trader to a consumer.
Key Takeaways
The law in England and Wales places clear responsibilities on traders for faulty goods:
- You have a 30‑day short term right to reject and obtain a full refund for non‑conforming goods.
- Between 30 days and six months, traders must have one attempt to repair or replace before you can seek a refund or price reduction.
- After six months, claims may still be made, but you generally bear the burden of proving the fault was present at purchase.
Understanding these rights empowers you to hold traders accountable and secure appropriate redress when goods fail to meet legal standards.
