Refund for a faulty Samsung product
If your new Samsung product isn't working as it should, you have clear rights under UK law. You don't have to put up with a faulty item. This guide helps you claim what you're owed, whether that's a refund, repair, or replacement.
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Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a fault develops within 30 days of purchase, you have a 'short-term right to reject' for a full refund. After 30 days, but within six months, you are entitled to a repair or replacement. If this isn't possible or fails, you can then claim a refund, which may be reduced for any use you've had of the product. After six months, you still have rights, but you might need to prove the fault was present at the time of purchase.
Step by step
- 1Check your purchase date. If it's within 30 days, you have a strong right to a full refund. If it's between 30 days and six months, you're entitled to a repair or replacement first.
- 2Gather all proof of purchase, such as receipts or bank statements. Take clear photos or videos of the fault to demonstrate the issue.
- 3Contact Samsung directly, or the retailer you bought the product from. Clearly state the fault, your purchase date, and whether you want a refund, repair, or replacement, citing your rights under the Consumer Rights Act 2015.
- 4If Samsung or the retailer refuses your request, consider escalating. If you paid by credit card, you might be able to make a Section 75 claim (for purchases over £100) or a chargeback through your bank. You can also contact an Alternative Dispute Resolution (ADR) scheme if one is available.
What they'll say, and your comeback
“You're outside the 30-day refund window.”
Comeback, My rights under the Consumer Rights Act 2015 extend beyond 30 days. I am entitled to a repair or replacement, and potentially a refund if that fails or is impossible.
“You must contact the manufacturer directly.”
Comeback, The Consumer Rights Act 2015 states that the retailer I bought the product from is legally responsible for faulty goods, not just the manufacturer.
“It's not a manufacturing fault, it's wear and tear or accidental damage.”
Comeback, Under the Consumer Rights Act 2015, if the fault appeared within six months of purchase, it is presumed to have been present at the time of purchase. It is your responsibility to prove otherwise.
FAQ
What if I bought my Samsung product from a third-party retailer, not directly from Samsung?
Your contract is with the retailer you bought the product from. They are legally responsible for resolving the issue under the Consumer Rights Act 2015, not Samsung directly.
Can I get a replacement instead of a refund if my product is faulty?
Yes, after 30 days but within six months, your primary right is to a repair or replacement. If a repair isn't possible or fails, or if a replacement isn't available, you can then request a refund.
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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.