Faulty Goods? You Have a Legal Right to a Full Refund. Here's Exactly How to Use It.
Your washing machine breaks after two weeks. The retailer says they will arrange a repair. They are wrong — and you do not have to accept it.
Most people do not know that within 30 days of receiving faulty goods, they have a legal right to a full refund under the Consumer Rights Act 2015 — not a repair, not a store credit, and not a goodwill gesture. The retailer cannot refuse. They cannot insist on a repair first. They cannot deduct anything for the use you have had of the goods.
This right exists whether you bought the item in a shop, online, or over the phone. It applies to washing machines, phones, sofas, laptops, clothing, and most goods you buy as a consumer. And it is backed by statute — section 20 of the Consumer Rights Act 2015. What most retailers count on is that you do not know this.
The three rights under the Consumer Rights Act 2015
The Consumer Rights Act 2015 replaced the Sale of Goods Act 1979 for consumer contracts entered into after 1 October 2015. It gives you three distinct rights when goods are faulty, applied in sequence depending on how much time has passed since delivery.
1. Short-term right to reject (sections 20–22)
Within 30 days of delivery
This is the most powerful right you have. Within 30 days of delivery — not purchase — you can reject goods outright and demand a full refund. No deduction for use. No questions about how many times you have used the item. The retailer cannot insist on a repair first, offer store credit instead, or otherwise reduce what you receive.
To exercise this right, the goods must have failed on one of the three core standards set out in the Act: satisfactory quality (s.9), fit for purpose (s.10), or as described (s.11). If your washing machine breaks after two weeks' normal use, it has failed the satisfactory quality test. That is grounds for a full cash refund, and the retailer has no legal basis to refuse.
One important nuance: the 30-day period applies from the date the goods are delivered, not from the date you paid. For items ordered online, the clock starts when the goods arrive at your door.
2. Right to repair or replacement (section 23)
After 30 days, within 6 months
Once the 30-day short-term right to reject has expired — but within 6 months of delivery — you move into the repair or replacement phase. At this stage, you choose which remedy you want: repair or replacement. The retailer cannot dictate which one you receive, unless the option you choose is disproportionately costly compared to the other.
If the retailer carries out a repair and the fault reappears, or carries out a replacement and the replacement is also faulty, you are entitled to either a final rejection (and a refund) or a price reduction. The retailer does not get unlimited chances to repair.
During the first 6 months from delivery, the burden of proof is on the retailer — they must show the fault was caused by misuse or normal wear and tear. If they cannot, the fault is presumed to have existed at the time of sale.
3. Final right to reject (section 24)
After 6 months, or after failed repair or replacement
After 6 months from delivery — or after a repair or replacement has failed — you have the final right to reject. You can return the goods and receive a refund, though the retailer is permitted to make a deduction for the use you have had of the goods (unlike the short-term right to reject, where no deduction is allowed).
After 6 months, the burden of proof reverses. You must show that the fault existed at the time of delivery — it was an inherent defect, not something caused by misuse or fair wear and tear after purchase. This is a higher bar, but it is not insurmountable. Goods that fail after two years when a reasonable person would expect them to last five or more years can still meet this test.
Note: the Sale of Goods Act 1979 previously governed consumer goods contracts and is still sometimes cited by retailers. For any contract entered into after 1 October 2015, the Consumer Rights Act 2015 applies and supersedes the Sale of Goods Act for consumer (not business-to-business) purchases.
What "satisfactory quality" actually means
Section 9 of the Consumer Rights Act 2015 sets out the satisfactory quality standard. Goods must meet the quality that a reasonable person would regard as satisfactory, taking into account their description, the price paid, and all other relevant circumstances.
The Act specifies what quality encompasses under s.9(1)(a): fitness for all the purposes for which goods of that kind are commonly supplied, appearance and finish, freedom from minor defects, safety, and durability.
That last point — durability — is often overlooked. Courts have found that goods can fail the satisfactory quality test even when they work initially, if they break down far sooner than a reasonable consumer would expect. A washing machine purchased new that fails at 18 months, when a reasonable person would expect it to last at least seven to ten years, may well fail the durability limb of s.9 even though it was not faulty on the day of purchase.
Examples of goods that fail the satisfactory quality test:
- A phone screen that scratches immediately under normal everyday use
- A coat that loses its waterproofing after one season, contrary to what the description implies
- A laptop that develops a persistent fault within months of purchase
- An appliance that fails before a reasonable person would expect it to, given its price and description
Inherent fault vs misuse. Retailers frequently respond to faulty goods claims by asserting that the fault was caused by misuse — that the customer dropped the phone, used the wrong detergent, or failed to follow care instructions. If this is disputed, under the Consumer Rights Act 2015 the burden of proof is on the retailer for the first six months. Document everything: photograph the fault as soon as it appears, write down how you were using the item, and keep all packaging and receipts. A well-evidenced claim is far harder to dismiss.
The reasonable person test
The standard is not what the retailer regards as acceptable — it is what a reasonable person would regard as satisfactory. A retailer claiming a scratch on a new phone is "within tolerance" is applying their own standard, not the legal one.
Digital content and services
The Consumer Rights Act 2015 extends beyond physical goods. It also covers digital content (sections 34–47) and services (sections 49–57).
Digital content — apps, downloaded software, streaming subscriptions, digital games — must be of satisfactory quality, fit for purpose, and as described (s.34). If it fails these standards, you have the right to a repair or replacement, and if that fails, a price reduction or a refund. This applies to both one-off digital purchases and subscription services where the content itself is faulty.
Services — including installation work, repairs, or any work carried out by a trader — must be performed with reasonable care and skill under section 49. If the service is not carried out to this standard, you have the right to require the trader to repeat the service or, if that is not possible, to receive a price reduction. A poorly fitted kitchen, a botched repair, or a service that causes damage to your property may all fall within this protection.
Evidence to gather before you write
A rejection letter citing legislation is far more effective when it is supported by evidence. The retailer will look for any reason to dispute your claim — misuse, wear and tear, out-of-warranty. Here is what to collect before you write.
Photograph the fault immediately
Date-stamped photographs taken on your phone are useful evidence. They document the fault before any repair attempt and make it harder for the retailer to claim the damage occurred after collection.
Keep all original packaging and receipts
A receipt or order confirmation establishes the purchase date and the retailer's identity. You do not need the original packaging to make a claim, but having it removes one potential objection.
Write down exactly what happened and when
A brief factual record of when the fault first appeared, what you were doing at the time, and how you have used the item since purchase. This counters misuse allegations directly.
Do not allow a repair without reserving your rights
If you let a retailer carry out a repair without any written reservation of rights, you may inadvertently waive your right to a refund. Before any repair, write to the retailer confirming that you are accepting the repair without prejudice to your right to reject if the fault reappears.
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Write my letter now →How to write a faulty goods rejection letter
A formal rejection letter does something a verbal complaint cannot: it creates a paper trail, cites the law, and signals to the retailer that you know your rights. Most customer service staff have scripts for handling informal complaints. A letter citing section 20 of the Consumer Rights Act 2015 will be escalated.
What your letter must include:
- Full description of the product — make, model, and any identifying details
- Date of purchase and date of delivery (the 30-day clock runs from delivery)
- Exact description of the fault — what it is, when it first appeared, and how you noticed it
- Which right you are exercising — short-term right to reject under s.20, right to repair or replacement under s.23, or final right to reject under s.24
- The remedy you are requesting — full refund, replacement, or repair
- A deadline for response — 14 days is standard and reasonable
- Your contact details and preferred method of response
Use the retailer's own policies against them. Many retailers publish 28-day or 30-day returns policies on their website. If your claim falls within their stated window, cite it in your letter alongside the Consumer Rights Act. If their policy is more generous than the statutory minimum, they are bound by both.
Cite the legislation explicitly. Writing "I am exercising my short-term right to reject under section 20 of the Consumer Rights Act 2015" does something that "I want a refund" does not. Staff who might deflect a general complaint will escalate a statutory claim.
If they refuse: the next step is the retail ombudsman. Larger retailers are members of a CTSI-approved Alternative Dispute Resolution (ADR) scheme. If ADR fails, or the retailer is not a member, you can issue a claim in the small claims court — up to £10,000 in England and Wales. Filing a claim online costs between £35 and £455 depending on the value.
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Time limits and key warnings
30 days: starts from delivery, not purchase
The short-term right to reject runs for 30 days from the date the goods are delivered to you. If you ordered online and the item arrived three days after payment, your 30 days starts from the arrival date, not the order date. For perishable goods, the period may be shorter — determined by what is reasonable given the nature of the goods.
After 6 months: burden of proof reverses
For the first 6 months from delivery, the retailer must prove the fault was caused by misuse — you do not have to prove it was a manufacturing defect. After 6 months, that burden shifts to you. You must be able to show that the fault was inherent in the goods at the time of delivery, not something that developed as a result of how you used them.
Do not accept a repair without reserving your rights
If you agree to a repair without making clear that you are not waiving your right to reject, a retailer may later argue that you accepted the goods. Before any repair takes place, confirm in writing: "I consent to a repair attempt but reserve all rights under the Consumer Rights Act 2015, including the right to a full refund if the fault reappears or if the repair is not completed within a reasonable time."
Important: Accepting a repair or replacement resets the clock
When a replacement is provided under s.23, a new 30-day short-term right to reject begins for the replacement goods. Inspect replacement goods promptly — if they are also faulty, your right to reject is strongest in the first 30 days of receiving them.
Scotland and Northern Ireland
The Consumer Rights Act 2015 applies across the United Kingdom — your rights as a consumer are identical whether you are in England, Wales, Scotland, or Northern Ireland. The same three-stage framework (short-term right to reject, repair or replacement, final right to reject) applies in every jurisdiction, and the same 30-day period, 6-month burden of proof rule, and satisfactory quality standard all operate in the same way.
Where jurisdiction matters is in what happens if you escalate to court. In Scotland, small claims are heard under the Simple Procedure (up to £5,000). In Northern Ireland, the Small Claims Court handles consumer claims up to £3,000. In England and Wales, the small claims track covers claims up to £10,000. The underlying consumer rights legislation is the same in all cases.
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Fight My Corner provides dispute letter generation tools and guidance — not legal advice. Consumer rights law is complex, and individual circumstances vary. For high-value disputes, contested misuse claims, or proceedings in the small claims court, consider seeking independent legal advice. Citizens Advice provides free guidance on consumer rights across the UK.