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Taking Action on Faulty Goods
What do I do if I have a faulty product?
Older purchases should still last a suitable amount of time and remain defect free for the period of it's guarantee or warranty.
The Consumer Rights Act 2015 dictates that all products must be of satisfactory quality, fit for purpose and as described.
How to obtain a refund or replacement for faulty goods
You must give the seller clear notice that the item is rejected within 30 days for a refund to be given.
To obtain a refund, repair or replacement:
- Get in contact with the retailer and inform them you would like a full refund. As long as the item is obviously faulty and it is within 30 days since your purchase you should automatically be entitled to a refund.
- Should the purchase date be over 30 days or the retailer refuses to deal with you, consult the manufacturers warranty to check that it is still covered and consider raising with them direct.
- If the manufacturer or retailer rejects your further request ask for a copy of their complaints procedure and write a formal letter to their customer care or complaints team.
- Should a resolution not be forthcoming write again rejecting the faulty goods under the Consumer Rights Act 2015 and inform them that you will take the matter to the small claims court. This is known as a 'Letter Before Action'.
- If after all these steps the supplier, manufacturer or retailer still does not offer a suitable refund or replacement then consider taking your case to the small claims court who ultimately resolve faulty product claims.
Our free guide on claiming for faulty goods.
Claiming through the small claims court can be a complicated process and we provide a free comprehensive guide on everything from raising the initial complaint to issuing your claim.
Faulty product solicitors.
Often a professional drafted letter from a solicitor can be sufficient to show that you are serious and achieve a refund or replacement.
Depending on the value of your faulty product claim it may be beneficial to instruct solicitors from the outset. If you would like to discuss this option please contact us with details.
Did the faulty product cause an injury?
As well as compensating for your injury, treatment and any time off work, an injury claim following use of a faulty product may also include the cost of suitable replacement product.
For more information please visit our injury compensation page.
Definition of Faulty Goods.
The Consumer Rights Act 2015 provides a standard that all products sold must be:
Goods should be free of fault and any damage when received or delivered.
Goods should be suitable for the purpose they have been supplied for and last a reasonable amount of time.
Goods must match the description provided to you along with any demonstration that you were given prior to purchase.
'No Win No Fee' subject to entering into an agreement with a suitable insurance policy and complying with your responsibilities under its terms.