CONSUMER RIGHTS · RETURNING FAULTY GOODS EXPLAINED
Returning Faulty Goods Explained
How to return faulty items, what evidence you need and how to avoid common pitfalls.
Quick summary
- Your remedy is usually against the retailer (the seller), not the manufacturer
- Act quickly: early rejection for refund is often available (commonly within 30 days)
- Keep proof: receipt/order email, photos, videos, screenshots, and notes
- For faulty goods, the retailer should usually cover return costs
- If the retailer refuses, escalate in writing and use ADR/chargeback/Section 75 where relevant
For information only
Returning a faulty item should be straightforward — but in practice, it can get messy if you don’t have the right evidence, you miss key time windows, or the retailer tries to push you to the manufacturer. This guide gives a practical step-by-step approach to returning faulty goods in the UK, including what to say, what to keep, and what to do if the retailer refuses. This is general information, not legal advice.
Step 1 — Confirm it’s a fault (not misuse)
Before returning, check:
- You used it as intended and followed instructions
- The issue is not accidental damage
- The fault is not normal wear and tear
If it is a genuine fault or the item is misdescribed, you’re usually in a strong position.
Step 2 — Gather evidence (this saves time later)
Collect:
- Proof of purchase (receipt, order confirmation, invoice, bank statement)
- Photos/video showing the fault
- Screenshots of the product description
- Notes: when the fault happened, how it affects use, any troubleshooting attempted
If it’s a service-linked product (e.g., installed appliance), note dates and who attended.
Step 3 — Decide what you want (refund vs repair vs replacement)
A simple approach:
- If the item is newly purchased and clearly faulty, request a refund (early rejection)
- If some time has passed, request repair or replacement
- If a repair fails or takes too long, request refund or price reduction
Be explicit when you contact the retailer.
Step 4 — Contact the retailer clearly (and keep it in writing)
Start with the retailer’s customer service, but don’t rely only on phone calls. Follow up by email.
Suggested wording:
“I bought [item] on [date], order/reference [ref]. It is faulty because [problem]. I am requesting [refund/repair/replacement] under my consumer rights. Please confirm next steps within 14 days.”
Step 5 — Returning the item: delivery, collection, and costs
If the goods are faulty, retailers should usually:
- Arrange a collection, or
- Provide a free returns label, or
- Reimburse reasonable return costs
If they ask you to pay postage first, keep the receipt and request reimbursement.
For bulky items (e.g., washing machines), “reasonable” often means collection is appropriate.
Step 6 — If the retailer says “contact the manufacturer”
This is common, but your legal rights are with the retailer. You can respond:
“I understand the manufacturer may help, but my contract is with you as the retailer. Please handle this request.”
You can still use a manufacturer warranty if it’s faster, but you don’t have to.
Step 7 — Timelines and what “reasonable time” looks like
There isn’t one fixed number, but in practice:
- The retailer should respond promptly and give a clear plan
- A repair should not drag on for weeks without updates
- Repeated failed repairs strengthen your right to reject or seek a price reduction
If the retailer keeps delaying, escalate in writing and set a deadline.
Step 8 — If they refuse: escalation options
If you hit a wall:
- Ask for the formal complaints process and escalate to a manager
- Ask about Alternative Dispute Resolution (ADR)
- If you paid by card, consider chargeback or Section 75
- Get support from Citizens Advice
Citizens Advice
Website: https://www.citizensadvice.org.uk/consumer/
Phone: 0800 144 8848 (England) / 0800 702 2020 (Wales)
A quick checklist before you return anything
- Have proof of purchase
- Have photos/video of the fault
- Have a written record of what you asked for and when
- Keep packaging if reasonably possible (not always required, but helpful)
- Don’t accept store credit if you want a refund (unless you’re happy with it)
Key takeaways
- For faulty goods, the retailer is responsible for putting it right
- Evidence + written communication makes returns easier
- Return costs for faulty goods should usually be covered by the retailer
- If the retailer refuses, escalate and use ADR/chargeback/Section 75 where relevant
- Citizens Advice can help you choose the best route
Do I need the original box to return a faulty item?
Usually no, but keeping packaging can help. The key is proof of purchase and the item itself.
Can a retailer offer store credit instead of a refund?
For faulty goods, you can usually insist on the appropriate remedy (refund/repair/replacement). Store credit is optional unless you agree.
What if the fault appears after months?
You may still have rights. The remedy might be repair/replacement first, and you’ll need to show the fault isn’t due to misuse.
What if I bought online?
Online returns often have additional rights (cooling-off), but faulty goods rights apply regardless of how you bought.