Faulty goods: Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery: the short-term right to reject - a full refund.
- After 30 days (up to 6 months): the retailer gets one chance to repair or replace; if that fails, you can ask for a refund (possibly reduced for use after 6 months) or a price reduction.
- Within the first 6 months, a fault is presumed to have been there at delivery unless the retailer proves otherwise.
Online and phone purchases: 14-day cooling-off
Under the Consumer Contracts Regulations 2013, you can cancel most distance purchases within 14 days of receiving the goods, for any reason, and get a refund within 14 days of returning them. Exceptions include personalised items, perishable goods, sealed hygiene items once opened, and digital content you started downloading with your agreement.
Services
Services must be performed with reasonable care and skill. If not, you can ask for the service to be redone or for a price reduction.
Section 75: your credit card company is jointly liable
If you paid any part by credit card for an item or service costing between £100 and £30,000, the card issuer is jointly liable with the merchant under Section 75 of the Consumer Credit Act. If the merchant won't refund (or has gone bust), claim from the card issuer.
Chargeback
For debit cards, or credit card purchases under £100, ask your bank for a chargeback under the card scheme's rules. It's not a legal right like Section 75, but banks use it routinely; time limits usually run around 120 days.
Escalate
- Card issuer refuses: the Financial Ombudsman Service.
- Merchant: an ADR scheme if it belongs to one, then the small claims track (Money Claim Online).
Write your request - it applies the right rule for your purchase.