Can I return a faulty item and get a refund?

Question

I bought an expensive appliance from a shop three weeks ago and it has already stopped working. The retailer is trying to send me to the manufacturer. Am I entitled to a refund?

Ivy Rivera · Accepted Answer

Under the Consumer Rights Act 2015, goods you buy from a trader must be of satisfactory quality, fit for purpose and as described. If they are faulty, your legal claim is against the retailer who sold the item to you, not the manufacturer, so the shop cannot simply pass you on. Within the first 30 days of purchase you have a short-term right to reject faulty goods and get a full refund. As your appliance failed at three weeks, that right is likely to apply, provided the fault is genuine and not caused by misuse. After the first 30 days the position changes: you generally have to give the retailer one opportunity to repair or replace the item, and only if that fails are you entitled to a refund, which after six months can be reduced to reflect use.

Victoria Perry · Answer

In practice, put your request in writing to the retailer, state clearly that you are exercising your short-term right to reject under the Consumer Rights Act 2015, and ask for a full refund. Keep your receipt or order confirmation as proof of purchase and the date. This is separate from any change-of-mind rights; if you had bought online you would also have a 14-day cancellation right under separate regulations, but that is not needed here because the item is faulty. If the retailer still refuses, you can escalate through their complaints process, your card provider, or an ombudsman or the small claims court. General information only.

Can I return a faulty item and get a refund?

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