How to get a refund from John Lewis for a faulty item
Discovering a faulty item after shopping is frustrating, but you have strong consumer rights in the UK. This guide will help you understand your entitlements and take the right steps to secure a refund from John Lewis. Don't let a defective product leave you out of pocket.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →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, you have a 'short-term right to reject' it for a full refund. After 30 days but within six months, John Lewis gets one opportunity to repair or replace the item. If this fails, or if the repair/replacement is not possible, you are entitled to a refund, though a deduction for use might apply for certain items.
Step by step
- 1Identify the fault clearly and gather proof of purchase, such as a receipt, bank statement, or order confirmation. Take photos or videos of the defect if possible.
- 2Contact John Lewis customer service as soon as you discover the fault. Explain the issue and state that you wish to exercise your rights under the Consumer Rights Act 2015. If it's within 30 days, request a full refund.
- 3If more than 30 days have passed but it's within six months, request a repair or replacement. Be clear that if this is unsuccessful, you expect a refund. John Lewis should cover the cost of returning the faulty item.
- 4If John Lewis disputes your claim or offers an unsatisfactory resolution, escalate your complaint. Refer to their internal complaints procedure, or consider contacting the Retail Ombudsman for independent dispute resolution.
What they'll say, and your comeback
“You've had the item for too long to claim a refund.”
Comeback, Under the Consumer Rights Act 2015, I have a right to a refund for faulty goods within 30 days. After that, up to six months, you must offer a repair or replacement. The law covers faults that develop up to six years after purchase.
“It looks like wear and tear, not a manufacturing fault.”
Comeback, I dispute that. This fault developed prematurely given the item's expected lifespan and normal use. I expect it to be of satisfactory quality as per the Consumer Rights Act 2015.
“You don't have the original receipt, so we can't help.”
Comeback, I have proof of purchase through my bank statement/order confirmation email/loyalty card record. The law states that proof of purchase is sufficient, not necessarily the original receipt.
FAQ
Do I need the original packaging to return a faulty item?
No, for faulty goods, you are not legally required to return the item in its original packaging. Your statutory rights under the Consumer Rights Act 2015 still apply.
What if I bought the item in a John Lewis sale?
Your consumer rights remain the same regardless of whether the item was bought at full price or in a sale. The item must still be of satisfactory quality, fit for purpose, and as described.
Ready to get your money back?
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.