Refund for a faulty Apple device or rejected repair
Buying an Apple product comes with expectations of quality, but sometimes things go wrong. If your device is faulty, or Apple has refused to repair it, you have clear consumer rights. Don't let them dismiss your claim; you are entitled to a working product or your money back.
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In the UK, the Consumer Rights Act 2015 states that goods must be of satisfactory quality, fit for purpose, and as described. If a product is faulty within 30 days of purchase, you have a 'short-term right to reject' and are entitled to a full refund. After 30 days but within six months, you have a right to a repair or replacement. If the repair or replacement is unsuccessful, or if Apple refuses to offer one, you then have a right to a refund, though a deduction for use may apply after the first 30 days.
Step by step
- 1Gather your proof of purchase, such as a receipt or order confirmation, and document the fault with photos or videos if possible.
- 2Contact Apple Support or visit an Apple Store, clearly stating the device is faulty and that you are exercising your rights under the Consumer Rights Act 2015 to request a refund.
- 3If Apple offers only a repair and you are within the 30-day window, reiterate your right to a full refund. If outside 30 days and the repair or replacement is unsuccessful, demand a refund.
- 4If Apple continues to refuse your refund, formally write to them detailing your case and citing the Consumer Rights Act 2015. If this fails, consider a chargeback through your bank or escalating to an Alternative Dispute Resolution (ADR) scheme if Apple is a member.
What they'll say, and your comeback
“Your device is out of warranty, so we can't offer a refund.”
Comeback, My claim is not based on the warranty, but on my statutory rights under the Consumer Rights Act 2015, which states goods must be fit for purpose and of satisfactory quality for a reasonable time.
“This looks like accidental damage, which isn't covered.”
Comeback, Unless you can prove the fault was caused by me, under the Consumer Rights Act 2015, any fault appearing within six months is presumed to have been present at the time of purchase.
“We can only offer a repair or replacement, not a refund.”
Comeback, Under the Consumer Rights Act 2015, if the fault occurred within 30 days of purchase, I have the short-term right to reject for a full refund. If it's after 30 days and a repair or replacement is not possible or has failed, I am entitled to a refund.
FAQ
What if I bought my Apple device from a third-party retailer?
Your contract is with the retailer you bought the device from, not directly with Apple. You should pursue your refund claim with that specific retailer, citing the same consumer rights.
Can I get a refund if I've had the device for more than six months?
After six months, the burden of proof shifts to you to demonstrate that the fault was present at the time of purchase and not due to wear and tear or accidental damage. You still have rights, but proving your case becomes more challenging.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.