Guide · Failed repairs

They've repaired it, and
it's still broken.

The endless-repair loop is not something you have to accept. In law, the trader broadly gets one chance. After a failed repair or replacement, you can demand a price cut or your money back.

1.One repair, then stronger rights

The Act is precise about when you graduate from repairs to money:

Consumer Rights Act 2015 · s.24 · Right to price reduction or final right to reject
"after one repair or one replacement, the goods do not conform to the contract; (b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or (c)the consumer has required the trader to repair or replace the goods,"…
In plain English: After one failed repair or replacement, you can insist on a price reduction or reject the goods for a refund. You don't have to keep feeding it back into the repair loop.
§ Read the full text on legislation.gov.uk →

2.Repairs must also be prompt

Even the first repair isn't an open-ended holiday for the trader:

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 →

3.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.