Faulty Goods Refund Rights UK: 30-Day Rule Guide

If something you bought turns out faulty, UK law gives you a clear route to a refund. Within 30 days you can reject it outright for your money back; after that, the retailer gets one chance to repair or replace it before a final refund becomes available.

What counts as a faulty item

Under the Consumer Rights Act 2015, goods you buy from a trader must be of satisfactory quality, fit for purpose and as described. If an item breaks shortly after purchase, does not do what it was sold to do, or does not match how it was advertised, it is faulty in the eyes of the law and you are entitled to a remedy. This applies whether you bought in a shop, online, or over the phone, and it applies regardless of whether the item also came with a manufacturer's warranty or guarantee (see warranty vs guarantee).

A "sold as seen" or "no refunds" sign does not remove these rights. A trader cannot contract you out of your statutory protections under the Consumer Rights Act 2015.

The 30-day short-term right to reject

If a fault shows up within 30 days of getting the item, you have the short-term right to reject it. That means you can hand it back and get a full refund, no repair or replacement required first. The 30 days start the day after you have the goods and own them and, if the retailer has to install them, it has told you the installation is done. The period can be shorter for goods that are expected to perish sooner, and it cannot be shortened by anything in the retailer's terms.

If you agree to a repair during the 30 days, the clock pauses while the repair is attempted, so you do not lose your short-term right to reject simply because a repair took a few days. If the repaired or replacement item is still faulty, you have at least 7 days after you get it back to reject it for a refund.

After 30 days: one repair or replacement, then a final refund

Once the 30-day window has passed, the process changes. The retailer gets one opportunity to repair or replace the faulty item. You do not get to demand an immediate refund at this stage; the law expects the retailer to be given a genuine chance to put things right first.

If that repair or replacement fails, cannot be completed within a reasonable time and without significant inconvenience to you, or turns out to be impossible or disproportionate, you move to the final right to reject. That means you can still get a refund. For most goods, no deduction for use can be made in the first 6 months even on this final rejection, but after 6 months a fair deduction for the use you have had can be taken off. Motor vehicles are the exception that runs the other way: because a car's mileage and depreciation are unavoidable, a deduction for use can be applied to a car's refund on the final right to reject even within the first 6 months. Either way, the 30-day short-term right to reject is always a full refund with no deduction. See used car rights if the faulty item is a vehicle bought from a dealer.

The 6-month rule on who has to prove the fault

Timing affects who has to do the proving. If a fault appears within 6 months of delivery, it is presumed to have been present when you bought the item, so the retailer has to prove otherwise if it wants to dispute your claim. After 6 months, the position flips: it becomes your responsibility to show that the fault was already there at the time of purchase, rather than caused later by wear, misuse or an accident.

This 6-month presumption is one of the most useful protections in the Consumer Rights Act 2015, because it means you do not usually need an independent report to get a straightforward early fault fixed or refunded.

Faulty goods refund rights vs changing your mind

It is easy to mix these up, but they are two different rights. Faulty goods refund rights apply when something is actually wrong with the item: it is not of satisfactory quality, not fit for purpose, or not as described. There is no time limit tied to changing your mind here; it is about the item genuinely being defective.

Separately, if you bought online, by phone, or another distance method, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day right to change your mind and cancel the order, even if nothing at all is wrong with the item. This cooling-off right does not usually apply to in-store purchases, and it has its own exceptions (for example, some personalised goods, perishable items, and sealed items once unsealed). Do not assume this 14-day window is the same as, or a substitute for, your faulty goods rights; they can run at the same time but are legally distinct, and a retailer's 14-day returns policy for change of mind is a different thing again from either statutory right.

How the refund is paid

Once a refund is due, whether under the short-term or final right to reject, it should be paid without undue delay and within 14 days of the retailer agreeing you are entitled to it, and it must go back to your original payment method. A retailer cannot insist on giving you store credit or vouchers instead of a cash refund when you are entitled to one under the Consumer Rights Act 2015.

If the retailer says no

Your contract for a faulty item is with the retailer you bought it from, not the manufacturer, so start there in writing and keep a record of what was said. If the retailer will not put things right, you have further options depending on how you paid and how the dispute develops:

• If you paid by credit card and the item's cash price was over £100 and not more than £30,000, you may be able to claim from the card issuer directly under Section 75.
• Whether you paid by debit or credit card, chargeback is a card scheme process your bank can try, and it does not depend on the £100 threshold that applies to Section 75.
• You can use the retailer's Alternative Dispute Resolution (ADR) scheme where one applies, or as a last resort take the matter to the small claims court.

Getting free help

You do not need to pay anyone to enforce your faulty goods rights. In England and Wales, the Citizens Advice consumer service offers free, impartial guidance on 0808 223 1133 (Welsh language service 0808 223 1144). In Scotland, contact Advice Direct Scotland on 0808 164 6000, and in Northern Ireland, Consumerline on 0300 123 6262. These services can help you word a complaint letter or understand which right applies to your situation. For a wider view of your options, see the UK consumer rights hub and the United Kingdom laws hub.

This article is for general information only and is not legal advice. Consumer rights can depend on the specific facts of your purchase and dispute; contact Citizens Advice or a solicitor for guidance on your situation.

Frequently Asked Questions

How long do I have to return a faulty item for a full refund?

You have 30 days from the day you receive the item to reject it and get a full refund under the Consumer Rights Act 2015. This is called the short-term right to reject.

What happens if I find the fault after 30 days?

After 30 days, the retailer normally gets one chance to repair or replace the item. If that repair or replacement fails, is not done within a reasonable time, or is impossible, you can use the final right to reject for a refund.

Can a shop refuse a refund because it has a no refunds sign?

No. A sold as seen or no refunds sign does not remove your rights under the Consumer Rights Act 2015. A trader cannot contract out of your statutory rights.

Do I need to prove the fault was there when I bought the item?

Not in the first 6 months. Within 6 months of delivery, the law presumes the fault was present at delivery unless the retailer can show otherwise. After 6 months, the burden shifts to you to show the fault was already there.

Is the 14-day change of mind right the same as my faulty goods rights?

No, they are different rights. Faulty goods rights apply when an item is not of satisfactory quality, fit for purpose, or as described. The separate 14-day cancellation right under the Consumer Contracts Regulations 2013 lets you change your mind on most online and distance purchases even if nothing is wrong with the item.

How long does a refund take once it has been agreed?

A refund should be paid within 14 days of the retailer agreeing you are entitled to it and returned to your original payment method.

Should I contact the retailer or the manufacturer about a faulty item?

Contact the retailer. Your contract is with the retailer you bought the item from, not the manufacturer, so the retailer is responsible for any refund, repair or replacement.

What can I do if the retailer refuses to help?

If you paid by credit card for an item with a cash price over £100 and up to £30,000, you may be able to claim from the card issuer under Section 75. For debit or credit card payments, chargeback may help. You can also use the retailer's Alternative Dispute Resolution scheme or take the case to the small claims court, and free guidance is available from the Citizens Advice consumer service on 0808 223 1133 in England and Wales, Advice Direct Scotland on 0808 164 6000, or Consumerline on 0300 123 6262 in Northern Ireland.