Shop Refused a Refund on a Faulty Item? (UK)
Shops often say the fault is your fault, that you needed the receipt, or that it is the manufacturer's problem now. Which of those matters depends almost entirely on one thing: how long ago you bought it.
The short answer
Your contract is with the retailer who sold you the goods, not the manufacturer. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you have a short-term right to reject faulty goods for a full refund. After 30 days you must give the retailer one opportunity to repair or replace before you can insist on a refund.
Contents
The dates that decide everything
Almost every argument about faulty goods turns on which of three windows you are in. Work out yours before you write, because it determines what you are entitled to ask for — and asking for the wrong thing is what lets a retailer say no with a straight face.
Which window are you in
- Within 30 days of delivery: short-term right to reject — a full refund
- 30 days to 6 months: the retailer gets ONE chance to repair or replace; if that fails you can ask for a refund
- Within the first 6 months: the fault is presumed to have been there at delivery, and the retailer has to prove otherwise
- After 6 months: the burden flips — you have to show the fault was present at purchase
- Up to 6 years in England and Wales (5 in Scotland) to bring a claim at all
"Contact the manufacturer" is usually not an answer
Your contract is with the retailer. A manufacturer's warranty is an extra you may choose to use, and it does not replace or reduce what the shop owes you. Say this in writing, plainly, because it is the single most common deflection and it usually stops once the retailer sees you know it.
What a retailer can and cannot ask you for
You need to show you bought it from them, not necessarily with a till receipt — a bank or card statement, an order confirmation, or an email will normally do. Being asked for the original packaging as a condition of a refund on FAULTY goods is not a legal requirement.
Common conditions, and whether they hold
- Proof of purchase: yes, but any reasonable evidence counts
- Original packaging: not a condition of your statutory rights on faulty goods
- A deduction for use: cannot be made where goods are rejected within 6 months, other than for a motor vehicle
- "You've used it": using an item does not by itself remove the right to reject a faulty one
If the retailer will not move
Check whether they belong to an alternative dispute resolution or ombudsman scheme — many trade sectors have one, and it is normally free to you. If you paid by card there may be a route through your bank as well, which is covered in the related guide on refunds.
Escalation order
- Put the complaint in writing and give a clear deadline
- Ask whether they belong to an ADR or ombudsman scheme, and use it
- If you paid by credit or debit card, consider the card routes
- Small claims remains available within the limitation period
Refund refused — faulty goods
Edit this template with your facts, dates, and requested outcome before sending.
Subject: Faulty goods — [item], order [reference] Dear [Retailer], I bought [item] from you on [date] for [amount], order reference [reference]. It [describe the fault plainly]. I reported this to you on [date] and was told [what you were told]. Under the Consumer Rights Act 2015 goods must be of satisfactory quality and fit for purpose. [If within 30 days: I am exercising my short-term right to reject and I am asking for a full refund.] [If after 30 days: I am asking for a repair or replacement, and if that is not possible or does not resolve the fault, a refund.] My contract is with you as the retailer, not the manufacturer. Please confirm in writing within 14 days what you will do. Kind regards, [Your Name]
Common mistakes to avoid
- Arguing with the manufacturer when the contract is with the retailer
- Asking for a full refund after 30 days without first allowing a repair or replacement
- Accepting "no receipt, no refund" when a card statement would do
- Describing the fault emotionally instead of saying what it does and when it started
- Letting a repair drag on so long that the six-month burden shift passes
- Not putting anything in writing, so there is no record of when you first reported it
Next steps
- 1Find the purchase date and any proof of purchase, including a card statement
- 2Work out which of the three windows you are in
- 3Write down what the fault is and when it first appeared
- 4Write to the retailer asking for the remedy that matches your window
- 5If refused, ask whether they belong to an ADR or ombudsman scheme
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