Build a faulty-purchase complaint
Present the facts, the remedy you want and the evidence a retailer needs to resolve a UK consumer problem.
More practical guidance
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- Purchase evidence saved
- Fault photographed or recorded
- Seller contacted in writing
- Requested remedy stated
- Response deadline recorded
Common problems
The seller sends you only to the manufacturer
Ask the retailer to address its responsibilities and confirm its position in writing. A warranty can add rights but does not replace statutory rights.
The issue involves unsafe goods or fraud
Stop using unsafe goods and use the relevant official reporting or advice route. Contact the payment provider promptly where appropriate.
Frequently asked questions
What is the difference between a warranty and my statutory rights?
Your statutory rights come from the Consumer Rights Act 2015 and apply automatically when you buy from a trader: goods must be of satisfactory quality, fit for purpose and as described. A warranty or guarantee is an extra promise from the manufacturer or seller and cannot take away your statutory rights. If something goes wrong, you can choose to rely on either, but your claim under the law is always against the retailer, not the manufacturer.
How long do I have to reject faulty goods and get a full refund?
Under the Consumer Rights Act 2015 you usually have a 30-day short-term right to reject faulty goods for a full refund. After that, the retailer normally gets one chance to repair or replace before you can ask for a refund or price reduction. Keep proof of purchase and report the fault as soon as you notice it.
Can I cancel something I bought online just because I changed my mind?
For most online, phone and mail-order purchases, the Consumer Contracts Regulations give you a 14-day cancellation period that starts the day after you receive the goods. Some items are excluded, such as personalised goods, perishable food and unsealed hygiene items. Check the retailer's returns policy for how to send items back and who pays for postage.
Do I have any rights when returning a gift?
Legally the rights usually belong to the person who bought the item, so a gift receipt or proof of purchase from the buyer makes returns much easier. Many shops offer exchanges or store credit on gifts as a goodwill policy, but this is at their discretion unless the item is faulty. If a gift is faulty, the buyer can make the claim, or you may be able to do so if the shop agrees.
Where can I get free help with a consumer problem?
Citizens Advice runs a consumer helpline and online guidance, and can pass details to Trading Standards where a trader may be breaking the law. For disputes with regulated firms, such as energy, phone or financial companies, the relevant ombudsman can review your complaint once you have gone through the firm's complaints process. For money worries linked to a dispute, MoneyHelper offers free guidance.
What to do next
If the response is unsatisfactory, use the sellerβs complaint process and obtain nation-appropriate consumer advice before escalating.