The short version
If something is faulty, not as described, or not fit for purpose, you have rights against the retailer who sold it to you, not the manufacturer.
What you can ask for
- A full refund if you reject it within the first 30 days
- A repair or replacement after that
- A further remedy if the repair fails
How to claim
Go back to the retailer, explain the fault clearly, and say what you want. Keep your proof of purchase and any messages.
If they refuse
Put it in writing, reference your statutory rights, and escalate to an ombudsman or dispute scheme if needed.
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See what we build for people →This guide is general information, not legal advice, and does not replace a qualified adviser. Your rights can depend on your exact situation and where you live, so check the current position before acting.
Common questions
Who is responsible for faulty goods, the shop or the maker?
The retailer who sold it to you, not the manufacturer. Your statutory rights are against the seller.
Can I get a full refund for faulty goods?
If you reject faulty goods within the first 30 days, you are generally entitled to a full refund. After that you may be offered a repair or replacement first.
What if the repair does not work?
If a repair or replacement fails to fix the fault, you can usually claim a further remedy, including a refund. Keep evidence of each attempt.
What proof do I need to claim?
Proof of purchase and any messages about the fault. A bank or card statement can work if you have lost the receipt.