How to get a refund for faulty Nike items

Your rights

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your Nike item is faulty, you have a 'short-term right to reject' for a full refund within 30 days. This 30-day period begins after you own the item, it has been delivered, and any necessary installation or enabling actions are complete. If a fault appears within six months of delivery, the law presumes it was present when you received the item, unless Nike can prove otherwise. After the first 30 days, and up to six months, you must give Nike one opportunity to repair or replace the faulty item. If this repair or replacement is unsuccessful, or if it is not possible, you are then entitled to a price reduction or a final right to reject the item for a full refund. If you exercise this final right to reject within six months, Nike must generally provide a full refund. After six months, a deduction for any use you've had may be allowed.

Step by step

1. 1Gather your evidence: Take clear photos or videos of the fault, locate your order number, and note the date of purchase and delivery. For shoes, also find the manufacture date and style code from the item tag.
2. 2Understand Nike's policies: Nike offers a 60-day return window for a refund or exchange on eligible items, and a 30-day window for general returns. For faulty items, Nike's shoe warranty covers material or workmanship flaws for two years from the manufacture date. These company policies are separate from your statutory rights under the Consumer Rights Act 2015.
3. 3Contact Nike: If you bought the item in-store, return it to that store first. If that is not possible, or if the store directs you to Nike directly, submit a claim. Clearly explain the fault, state that the item is not of satisfactory quality under the Consumer Rights Act 2015, and specify whether you want a refund, repair, or replacement. Provide details like purchase place and date, manufacture date, style code, receipt amount, and your address.
4. 4Follow up and escalate: If your initial request is denied or ignored, reiterate your legal rights. Keep records of all communication. If necessary, escalate to a manager or use Nike's formal complaints procedure. You have up to six years to bring a claim for breach of contract in England, Wales, and Northern Ireland, and five years in Scotland.

What they'll say, and your comeback

What actually happens

In practice, most faulty Nike claims are resolved within the initial 30-day short-term right to reject period, securing a full refund quickly. If the fault appears within six months, the legal presumption that the fault was present at delivery often prompts Nike to offer a repair or replacement without much dispute. Nike's own 60-day return policy for eligible items and its two-year shoe warranty, from the manufacture date, can also provide a quicker resolution than relying solely on the Consumer Rights Act. Escalation to a manager or formal complaints procedure is usually effective if initial contact fails. While the law allows claims up to six years, most consumers find resolution much sooner, often at the first or second point of contact with Nike, especially when citing the Consumer Rights Act.

FAQ

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