Currys refusing a refund? Your rights beat their policy
If an item you bought from Currys turns out to be faulty, you have strong consumer rights in the UK. Don't let a defective product leave you out of pocket. This guide will help you understand your entitlements and get your money back or a suitable replacement.
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Your rights
Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty within 30 days of purchase or delivery, you have a 'short-term right to reject' it for a full refund. After 30 days, and up to six months, you are entitled to a repair or replacement. If a repair or replacement isn't possible, or if it fails within this six-month period, you can then claim a full refund. Beyond six months, you may still have rights if you can prove the fault was present at the time of purchase, but a deduction for use may be applied to any refund.
Step by step
- 1Gather your proof of purchase, such as a receipt, bank statement, or order confirmation. Take photos or videos clearly showing the fault.
- 2Decide on your preferred remedy: a full refund (if within 30 days), a repair, or a replacement. Be clear about what you want.
- 3Contact Currys directly. You can visit a store, call their customer service, or use their online contact forms. Clearly explain the fault and when you discovered it.
- 4State your rights under the Consumer Rights Act 2015. If within 30 days, demand a full refund. If beyond 30 days, request a repair or replacement, reminding them of their legal obligations.
- 5If Currys refuses your valid claim, escalate the issue. Ask to speak to a manager or send a formal complaint letter. If unresolved, you can contact the Citizens Advice consumer helpline for further assistance or consider alternative dispute resolution services.
What they'll say, and your comeback
“You need to contact the manufacturer directly for warranty claims.”
Comeback, My contract is with Currys, the retailer, not the manufacturer. Under the Consumer Rights Act 2015, it is your responsibility to resolve this issue.
“It's outside our 30-day return policy, so we can only offer a repair.”
Comeback, While the short-term right to reject for a full refund is 30 days, the Consumer Rights Act 2015 still entitles me to a repair or replacement, or a full refund if those aren't possible or fail, for up to six months and potentially longer if the fault was inherent.
“We believe this is due to wear and tear or accidental damage.”
Comeback, This item is only [X] days/months old, and the fault is [describe fault]. I dispute that this is wear and tear or accidental damage, as the item has been used normally. The burden of proof is on you to demonstrate it's not an inherent fault within the first six months.
What actually happens
In practice, getting a refund from Currys for a faulty item often depends on how quickly you act. If you report the fault within 30 days of purchase or delivery, Currys' own policy aligns with your legal right to a full refund or exchange. This is usually the quickest and most straightforward resolution. Beyond 30 days, Currys will typically offer a repair, which can take several weeks depending on the item. If the repair fails, or if it's not possible, you can then push for a full refund, especially within the first six months. Currys may try to attribute the fault to misuse or wear and tear, but the Consumer Rights Act places the burden of proof on them for the initial six months. Most consumers find resolution at the initial contact or by escalating to a manager, particularly when citing the Consumer Rights Act.
FAQ
What if I don't have the original packaging?
You do not need the original packaging to return a faulty item under the Consumer Rights Act 2015. While it can make things easier, your rights are not dependent on it. Ensure the item is otherwise complete.
Can I get a refund if I bought the item online?
Yes, your rights under the Consumer Rights Act 2015 apply equally whether you bought the item in-store or online. For faulty items, you do not need to return it in 'as new' condition or with original packaging to receive a full refund, despite what Currys' policy for unwanted items might state. The process for returning a faulty online purchase might involve arranging a courier collection or dropping it off at a store.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-14.