Use this guide when goods you bought from a trader develop a fault more than 30 days after delivery. Have your proof of purchase, photos of the fault and the date the problem started ready before you contact the seller.
Step by step
Work out where you are in the timeline
Count from the date the item was delivered, not the date you ordered it. If the fault appeared within six months, it is presumed to have been there from the start unless the trader proves otherwise. After six months, you will usually need to show the fault was present at delivery, so plan to gather stronger evidence.
Gather evidence of the fault
Take clear photos or a short video showing the problem, and write a brief description of when and how it happens. Note how you have used and cared for the item. If the fault is technical and you are past six months, consider an independent report from a qualified repairer, keeping the invoice.
Ask the retailer for a repair or replacement
Write to the retailer, not the manufacturer, saying the item is not of satisfactory quality or not as described under the Consumer Rights Act 2015. Ask for either a repair or a replacement and say which you prefer. The trader can refuse your choice only if it would be impossible or disproportionately costly compared with the other option.
Set a reasonable timescale
Ask the retailer to confirm the arrangements and give a reasonable deadline for the repair or replacement. Keep a log of any collection dates, reference numbers and conversations. The work should be done within a reasonable time and without significant inconvenience to you.
Move to a price reduction or final rejection if it fails
If the repair or replacement does not fix the problem, or the trader fails to provide it in reasonable time, write again. Say you are exercising your right to a price reduction or your final right to reject for a refund. Be aware that a refund after the first six months may be reduced to reflect the use you have had.
Escalate if the retailer refuses
Ask for the complaint to go through the retailer's formal complaints process and request a final response. If you paid by credit card, consider a section 75 claim, or ask your bank about chargeback for other card payments. Citizens Advice can help you decide whether ADR or a small claim is the right next step.
Ready-to-use checklist
- Proof of purchase
- Delivery date
- Photos or video of the fault
- Written description of the problem
- Independent report if past six months
- Copy of every letter and email
- Log of calls and reference numbers
- Clear statement of the remedy you want
Practical tips
- Use the phrases satisfactory quality and Consumer Rights Act 2015 in your letter, because it shows you know your rights.
- Ask for the retailer's response in writing, even if they call you, so you can quote it later.
- If the item is expensive and still under a manufacturer's guarantee, using the guarantee may be quicker, but it does not replace your rights against the retailer.
Common problems
The shop says the fault is wear and tear.
Ask what evidence they have and compare the item's condition with how long a reasonable person would expect it to last at that price. If you are past six months, an independent report can help show the fault was inherent rather than caused by use.
The retailer only offers a repair but I want a replacement.
You can choose, but the trader can refuse if your choice would be impossible or disproportionately costly compared with the other. Ask them to explain why in writing, and accept the alternative if their reason seems fair.
The item broke again after being repaired.
The trader has had its one chance to fix the problem. Write to say you are now exercising your right to a price reduction or your final right to reject for a refund.