Guide · Faulty goods

Can I get a refund on
faulty goods?

If a shop sold you something faulty, the law is firmly on your side: a full refund in the first 30 days, and repair, replacement or your money back after that. Here is the actual law.

1.What counts as faulty

Everything a trader sells you must meet three standards: satisfactory quality, fit for its purpose, and as described. This isn't the shop's returns policy being generous, it's an automatic term of the contract written by Parliament:

Consumer Rights Act 2015 · s.9 · Goods to be of satisfactory quality
"Every contract to supply goods is to be treated as including a term that the quality of the goods is satisfactory. (2)The quality of goods is satisfactory if they meet the standard that a reasonable person would consider satisfactory, taking account of— (a)any description of the goods, (b)the price"…
In plain English: When you buy goods, the law automatically assumes they will be of satisfactory quality. This means they should be fit for purpose, look good, be free from defects, safe, and last a reasonable amount of time, considering their price and description.
§ Read the full text on legislation.gov.uk →

2.Your first 30 days: reject it outright

In the first 30 days you don't have to accept a repair, a replacement or a credit note. You can reject the goods and demand your money back:

Consumer Rights Act 2015 · s.20 · Right to reject
"Each of these rights entitles the consumer to reject the goods and treat the contract as at an end, subject to subsections (20) and (21). (5)The right is exercised if the consumer indicates to the trader that the consumer is rejecting the goods and treating the contract as at an end."
In plain English: If goods you buy are faulty, you can reject them and end the contract. You are entitled to a full refund for what you paid, and the trader must arrange and pay for the return of the goods.
§ Read the full text on legislation.gov.uk →
Consumer Rights Act 2015 · s.22 · Time limit for short-term right to reject
"is the end of 30 days beginning with the first day after these have all happened— (a)ownership or (in the case of a contract for the hire of goods, a hire-purchase agreement or a conditional sales contract) possession of the goods has been transferred to the consumer, (b)the goods have been deliver"…
In plain English: You generally have 30 days from receiving goods to return them if they are faulty or not as described, unless the goods are expected to perish sooner. If you ask for a repair or replacement, this time limit is paused while you wait and for a short period after you receive the repaired or replaced item.
§ Read the full text on legislation.gov.uk →

3.After 30 days: repair, replace, then money back

Past the 30-day mark you first give them one shot at a repair or replacement. If that fails, or takes too long, you move to a price reduction or a final right to reject:

Consumer Rights Act 2015 · s.23 · Right to repair or replacement
"do so within a reasonable time and without significant inconvenience to the consumer, and (b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage)."
In plain English: If your goods are faulty, you can ask the seller to repair or replace them. The seller must do this within a reasonable time and without causing you significant inconvenience, covering all associated costs. You cannot demand a repair or replacement if it's impossible or unreasonably expensive for the seller compared to the other option.
§ Read the full text on legislation.gov.uk →
Consumer Rights Act 2015 · s.24 · Right to price reduction or final right to reject
"A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations— (a)after one repair or one replacement, the goods do not conform to the contract;"…
In plain English: If goods you bought are faulty and you've already tried to get them repaired or replaced, you can ask for a price reduction. If the fault is serious or the trader can't fix it, you might be able to reject the goods entirely and get a refund, potentially with a deduction for use.
§ Read the full text on legislation.gov.uk →

4.What to do

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This guide covers England and Wales; Scottish and Northern Irish rules can differ. This is guidance to help you understand your rights, not formal legal advice, and we're entirely independent: no affiliation with Citizens Advice, GOV.UK or any law firm. Every quotation above links to the official text so you can check us. Law verified current at July 2026.