A faulty product is one of the most common reasons UK consumers need a refund — yet retailers often push repairs, vouchers, or partial refunds when the law may entitle you to more.
This guide explains your consumer rights UK rights under the Consumer Rights Act 2015, when you can reject goods for a full refund, and how to complain effectively.
Your Rights When Goods Are Faulty
Under the Consumer Rights Act 2015, anything you buy from a trader must be:
- Of satisfactory quality — free from defects and durable enough for normal use
- Fit for purpose — suitable for what you bought it for
- As described — matching the listing, advert, or what you were told
If it fails any of these tests, the item is faulty and you have legal remedies.
The 30-Day Rule: Your Strongest Right
Within 30 days of buying the goods (or taking delivery), you can usually reject them for a full refund. This is your short-term right to reject.
After 30 days, you can still claim a remedy, but the retailer may offer a repair or replacement first. If that fails, you can still pursue a refund or price reduction.
| Timeframe | What you can usually ask for |
|---|---|
| Within 30 days | Full refund (reject the goods) |
| After 30 days | Repair, replacement, then refund or price reduction if those fail |
| Within 6 months | Fault assumed to have existed at purchase (retailer must prove otherwise) |
What Counts as Faulty?
Common examples include:
- Electronics that stop working or have defects
- Clothing with manufacturing flaws
- Furniture that breaks under normal use
- Appliances that do not perform as advertised
- Items that arrive damaged
Changed your mind? That is different. You do not have an automatic legal right to a refund simply because you no longer want something — unless the retailer offers a returns policy.
Step-by-Step: How to Get a Refund
- Stop using the item if you want to reject it (unless you need to test it reasonably).
- Gather evidence — photos, videos, receipts, order confirmations, and any messages with the seller.
- Contact the retailer in writing — email or an online form with a clear subject line like “Formal complaint — faulty goods”.
- State the remedy you want — full refund, repair, or replacement.
- Set a reasonable deadline for their response (often 14 days).
- Escalate if needed — chargeback, Section 75, ADR, or court claim.
A clear step-by-step plan with deadlines makes it much harder for companies to ignore you
What to Put in Your Complaint Letter
A strong complaint letter template UK should include:
- Your name, address, and order details
- What you bought, when, and how much you paid
- What is wrong and why it breaches the Consumer Rights Act 2015
- The remedy you are requesting
- A deadline for response
- What you will do next if they do not resolve it
A professional template saves time and makes your complaint harder to dismiss
If the Retailer Refuses
Do not assume their final answer is final. You may still have options:
- Chargeback UK (debit card) — if you paid by card and the company will not help
- Section 75 refund (credit card) — for qualifying purchases between £100 and £30,000
- Alternative Dispute Resolution (ADR) — if the retailer is signed up to a scheme
- Small claims court — for larger disputes where other routes have failed
Using Refundly for Faulty Goods Claims
Refundly helps you handle the whole process:
- Select “Faulty or damaged goods”
- See your rights explained in plain English
- Get a personalised escalation plan with deadlines
- Use a ready-made complaint letter template
- Track responses and export a PDF if you need to escalate
Final Tip
Act within the 30-day window if you want a full refund without accepting a repair first. The sooner you complain in writing, the stronger your position.