Faulty Goods – Your Rights Under the Consumer Rights Act 2015
Adam Bernard Solicitors’ Dispute Resolution team advises consumers on enforcing these rights when a retailer or manufacturer refuses to cooperate, and pursues compensation claims where a faulty product has caused physical harm.
call 0207 100 2525 to speak to a specialist today. Available 24/7
At Adam Bernard, our personal injury solicitors have years of experience handling personal injury claims for clients across London and the UK. We always ensure our clients’ interests are comprehensively protected, which is why we offer every case on a no win no fee basis. If you’ve suffered a personal injury through no fault of your own — at work, while travelling, in the UK or abroad — our team is here to help you claim the compensation you’re entitled to.
Call 0207 100 2525 or book a free consultation — via Zoom, Teams, WhatsApp or Skype
What counts as “faulty goods” under the Consumer Rights Act 2015
The Consumer Rights Act 2015 sets out three core requirements that all goods sold in the UK must meet. Goods are legally “faulty” if they fail any of the following:
- Satisfactory quality — free from defects, safe, and durable for a reasonable time
- Fit for purpose — usable for the purpose the goods are generally sold for, or any specific purpose you told the seller about
- As described — matching the description given at the point of sale, whether in-store, online, or in an advert
If goods fail to meet any of these standards, you have a statutory right to a remedy — regardless of what the retailer’s own returns policy says.
Your rights: the 30-day right to reject
| Timeframe | Your rights |
|---|---|
| Within 30 days | Full refund (short-term right to reject) |
| After 30 days, within 6 months | One repair or replacement; if that fails, a refund (with a possible deduction for use, only after the first failed attempt) |
| After 6 months | You can still claim, but you must prove the fault was present at the time of purchase |
| Up to 6 years | Legal claim can still be brought (England & Wales), though the burden of proof shifts to you the longer you wait |
Faulty goods bought online
The same Consumer Rights Act 2015 protections apply to online purchases, and you also have separate rights under the Consumer Contracts Regulations 2013 to cancel most online orders within 14 days for any reason — even if the goods aren’t faulty. If goods bought online turn out to be faulty, your CRA 2015 remedies (repair, replacement, refund) apply in exactly the same way as an in-store purchase.
When a faulty product causes injury or damage
Where a faulty product has caused personal injury, or damaged other property (for example, a faulty appliance that causes a fire), you may have a separate claim for compensation — beyond the repair/replacement/refund remedies under the Consumer Rights Act 2015. This can be pursued under the Consumer Protection Act 1987 or in negligence, against the manufacturer, importer, or retailer, and may cover:
- Medical treatment and rehabilitation costs
- Pain, suffering, and loss of amenity
- Repair or replacement costs for damaged property
- Loss of earnings
We handle these cases on a no win no fee basis where eligible — see our Property Damage page for claims involving damage to your home or possessions.
What to do if a retailer refuses to help
- Put your complaint in writing, referencing the Consumer Rights Act 2015 and the specific remedy you’re entitled to
- Keep evidence — receipts, photos of the fault, correspondence with the retailer
- Escalate to a manager or head office if the first response is refused
- Use ADR (Alternative Dispute Resolution) — many retailers are members of an ADR scheme
- Take legal advice if the retailer continues to refuse — a solicitor’s letter before action often resolves matters without court proceedings
- Small claims court — claims can be brought here as a last resort, typically for amounts up to £10,000
Why choose Adam Bernard Solicitors?
- Dispute Resolution solicitors experienced in Consumer Rights Act 2015 claims and product liability
- No win no fee representation available where a faulty product has caused injury or property damage
- Direct correspondence with retailers, manufacturers, and their insurers on your behalf
- 24/7 phone contact, plus free video consultations via Zoom, Teams, WhatsApp, or Skype
- Offices in High Holborn (Central London) and Upton Park (East London)
Call 0207 100 2525 (24/7) or book a free consultation in person at High Holborn or Upton Park, or by Zoom, Teams, WhatsApp or Skype
Frequently Asked Questions
What is the Consumer Rights Act 2015?
How long do I have to return faulty goods for a full refund?
Can I get a refund for faulty goods after 30 days?
Does the Consumer Rights Act 2015 apply to online purchases?
What can I do if a retailer refuses to refund faulty goods?
Can I claim compensation if faulty goods caused an injury?
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