Faulty goods

Young woman with long dark hair wearing a yellow jumper wearing blue headphones looking at a mobile phone with a puzzled expression.

What can I do if my purchase is faulty?

A business must sell you a product that, with normal use, works for a reasonable time. It should also match the description you were provided by the business and their marketing material.

If something you bought turns out to be faulty, you can ask the business for a refund, repair or replacement, depending on the problem and timeframe. Read on to find out when you can get a refund and how to request a repair or replacement. You can also use our letter templates to help you in this process.

Good to know

A business must always sell you a product that:

  • Is fit for the purpose it is normally used for
  • Works for a reasonable time with normal use
  • Matches what is outlined in your contract or any descriptions or samples you saw
  • Can be used for the purpose the business knew you bought it for

If a product doesn’t follow these requirements then it is considered faulty.

You can get a full refund if the fault occurs within the first 30 days. This is known as your short-term right to cancel. Make sure you contact the business within 30 days of receiving the product and return the product as soon as possible. The business should cover the cost of returning the product as well as the full cost of what you paid with 14 days of receiving the product back.  You can also ask for a repair or replacement.

You can ask for a repair or replacement. If, however, the business cannot offer you a repair or replacement, you can ask for a refund. Under EU law, you have two years to take a case but it is important to act quickly.  You can use one of our letter templates to help you.