How to get a refund for a faulty product (even 'out of policy')
Retailers love to quote their 30-day 'returns policy' as if it's the law. It isn't. Your statutory rights last far longer and sit on top of any store policy.
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Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality and last a reasonable time. If a product develops a fault, you can ask for a repair or replacement; if that fails (or within the first 30 days), a refund. These rights run up to 6 years (5 in Scotland), not 30 days.
Step by step
- 1Write to the retailer (not the manufacturer) citing the Consumer Rights Act 2015 and describing the fault.
- 2State the remedy you want, repair, replacement, or refund, with a 14-day deadline.
- 3If refused, escalate via the retailer's ADR scheme or a Section 75 / chargeback claim.
What they'll say, and your comeback
““It's outside our 30-day window.””
Comeback, Your statutory rights last up to 6 years, not 30 days. The store policy can add to your rights, not remove them.
““Contact the manufacturer.””
Comeback, Your contract is with the retailer who sold it. They are legally responsible for the remedy.
FAQ
How long are my rights on faulty goods in the UK?
Up to 6 years in England, Wales and NI (5 in Scotland), provided the fault stems from the time of purchase.
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Reclaim it now, free →More money you might be owed
- 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
- GermanyRückerstattung bei defektem Produkt - Gewährleistung durchsetzen
A self-serve tool, not a law firm. General information, not legal advice.