Retail ADR

Returning faulty goods: Your rights explained

If you have recently purchased goods that are (or have become) faulty, then you could be entitled to a replacement, repair or refund under the Consumer Rights Act 2015.

This guide will help explain you understand your rights when returning faulty goods.

If a trader has refused, ignored, or otherwise left you unsatisfied after you made a complaint to them, you can escalate matters for FREE with RetailADR.

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What are my rights with faulty goods?

When purchasing goods, the legislation states that all purchased goods must be:

Of satisfactory quality – The goods must not be broken or faulty. The legislation explains that they must meet the standard that a reasonable person would consider satisfactory.
Fit for purpose – The goods must be fit for your intended use. (i.e. if you made the store aware you wanted to purchase a mountain bike, the product they recommend must be fit for that activity)
As described- The goods must match the seller’s description and what is being advertised.

How long do I have to return the goods?

Returning goods within the first 30 days:

If your item develops a fault after purchase, it is advisable for you to get in contact with the retailer as soon as possible. You (the consumer) have up to 30 days after purchase to claim a full refund for a faulty item.

Returning goods within the first 6 months:

The Consumer Rights Act 2015 says that if you have purchased a product which is or has become faulty in the first 6 months after purchase, then the retailer must inspect the product to deem whether it was the consumer that caused the fault or not.

In the event the retailer fails to replace or repair the item to a satisfactory condition, you (the consumer) have the right to a refund.