Faulty goods
If something you bought is faulty, not as described, or doesn't last as long as it reasonably should, the Consumer Rights Act 2015 gives you a clear ladder of remedies. ConsumerSuit helps you use the right one and claim it from the right party.
Problems we can help with
- Faulty on arrival or soon after — it doesn't work, breaks, or has a defect.
- Not as described — it doesn't match what you were shown or told.
- Not fit for purpose or not durable — it can't do what you bought it for, or fails far too soon.
- Faulty digital content — an app, game, download or subscription that's broken.
Your rights — the remedy ladder
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they're not:
- Within 30 days — you have the short-term right to reject and get a full refund.
- After 30 days — you're entitled to a repair or replacement. If that fails (or isn't done in a reasonable time), you can claim a price reduction or a final rejection for a refund.
- In the first six months — a fault is presumed to have been there at purchase, so it's for the retailer to prove otherwise.
Claim from the retailer, not the manufacturer. Your Consumer Rights Act claim is against whoever sold you the item — the shop or website — even if there's a separate manufacturer's guarantee. Paid over £100 on a credit card? You may also have a Section 75 route.
Who you escalate to
Start with the retailer in writing. If they refuse, the Citizens Advice consumer service and Trading Standards can help, and you can bring a claim through the small claims track (Money Claim Online) for a straightforward, low-cost case.
How ConsumerSuit helps
- Works out which rung of the remedy ladder you're on and what you can demand.
- Drafts your refund, repair or replacement letter to the retailer.
- Prepares the small-claims paperwork if they still won't put it right.
Check this against your own documents. ConsumerSuit is an AI self-help tool for England & Wales; it can be wrong or incomplete and doesn't represent you. Check anything important before relying on it.
Check your faulty-goods claim →