Faulty Product Claim.
If you have recently bought a product that develops a fault you generally have the right to a replacement, free repair or a full refund. Older purchases should still last a suitable amount of time and remain defect free for the period of it's guarantee or warranty.
There are various options available to you to help resolve a problem with a product that develops a fault, many of which you can undertake yourself. But if that fails you may want to consider taking court action to get the matter resolved and secure compensation for the faulty goods.
Faulty Product Definition.
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.
Our free guide on claiming for faulty goods.
Claiming through the small claims court can be a complicated process and so to help we have produced a free downloadable guide covering everything from raising the initial complaint to issuing your claim at court.
How to complain about faulty goods
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 manufacturer's warranty to check that it is still covered and consider raising the matter with them direct.
- If the manufacturer or retailer rejects your request ask for a copy of their complaints procedure and write a formal letter to their dedicated customer care department, complaints team or a senior manager.
- In the event the retailer or manufacturer informs you that nothing can be done, check to see if they are a member of an ombudsman scheme and consider escalating the matter to them.
If after all these steps the supplier, manufacturer or retailer still does not offer a suitable refund or replacement then you need to consider taking your case to the small claims court who can ultimately resolve your faulty product claim. For this step you need to consider the:
- Relevant consumer and faulty product law and you chance of winning
- Costs of issuing a claim and going to a small claim hearing
- Time involved in compiling evidence, completing court forms and attending the hearing
The next step is then to write again to the party you are holding responsible to reject the faulty goods under the Consumer Rights Act 2015 and inform them that unless you receive a resolution within 14 days you intend to take the matter to the small claims court. This is known as a 'Letter Before Action' and further details on the process along with an example letter can be found in our free faulty goods eBook.
Faulty Product Solicitors.
Often a professional drafted letter from a solicitor can be sufficient to show that you are serious and achieve the refund, replacement or compensation for faulty goods.
Depending on the value of your faulty product claim it may be beneficial to instruct solicitors from the outset who will also advise you on faulty product law. 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.
'No Win No Fee' subject to entering into an agreement with a suitable insurance policy and complying with your responsibilities under its terms.