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Faulty Goods: How to Get a Refund, Repair, or Replacement

Bought something that doesn't work? The shop says it's not their problem? The law says otherwise. Here's exactly what you're entitled to and how to enforce it.

The law

UK — Consumer Rights Act 2015

Every product sold to a consumer must be of satisfactory quality, fit for purpose, and as described. If it fails any of these tests, you have legal remedies against the retailer(not the manufacturer).

Ireland — Consumer Rights Act 2022

Ireland's 2022 Act (implementing the EU Sale of Goods Directive) provides similar protections: goods must conform to the contract. The retailer is liable and must offer a remedy.

Your rights: the three tiers

Tier 1: Short-term right to reject (first 30 days)

Within 30 days of receiving the goods, you can reject them and get a full refund. The retailer cannot insist on a repair or replacement — it's your choice.

Tier 2: Right to repair or replacement (30 days to 6 months)

After 30 days, you must give the retailer one chance to repair or replace the item. If the repair fails, you can then claim a refund (which may have a deduction for use in the UK; full refund in Ireland within 12 months).

Tier 3: Long-term right (6 months to 6 years)

After 6 months, the burden of proof shifts to you— you may need to show the fault was inherent, not caused by wear and tear. But you still have rights for up to 6 years (UK) or 6 years (Ireland).

Common retailer tactics (and why they're wrong)

  • “Contact the manufacturer” — Your contract is with the retailer, not the manufacturer. They're responsible.
  • “The warranty has expired” — Your statutory rights last up to 6 years, regardless of warranty length.
  • “We don't do refunds on sale items” — Sale items have the same rights as full-price items if they're faulty.
  • “You need a receipt” — A bank statement or any proof of purchase is sufficient.

Step-by-step: how to get your refund

  1. 1

    Send a formal demand letter

    State what you bought, when, how much you paid, what's wrong with it, and what remedy you want (refund, repair, or replacement). Cite the Consumer Rights Act 2015 (UK) or 2022 (Ireland). Set a 14-day deadline.

  2. 2

    If they refuse: chargeback or Section 75

    Paid by card? Ask your bank for a chargeback (debit card) or a Section 75 claim (credit card, purchases over £100 in the UK).

  3. 3

    Escalate: ADR or small claims

    UK: Retail ADR (if the retailer is a member) or small claims court (claims up to £10,000 in England/Wales). Ireland:CCPC for advice, then the District Court Small Claims Procedure (claims up to €2,000).

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