Under the Consumer Rights Act 2015, if you buy goods that are faulty, not as described, or not fit for purpose, you have a legal right to a repair, replacement, or refund — and in some cases, compensation if the fault has caused you injury, loss, or damage to other property. 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.
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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
The Consumer Rights Act 2015 gives you a short-term right to reject faulty goods within 30 days of purchase, delivery, or installation. Within this window, you’re entitled to a full refund if the goods are faulty — the retailer cannot insist on a repair or replacement instead.
After 30 days, your rights change:
| 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)
Get in touch with our expert Solicitors today.
Frequently Asked Questions
The Consumer Rights Act 2015 is UK legislation that sets out your statutory rights when you buy goods, services, or digital content — including the right to a repair, replacement, or refund if goods are faulty, not fit for purpose, or not as described.
You have 30 days from the date of purchase, delivery, or installation to reject faulty goods and claim a full refund under the short-term right to reject.
Yes. Between 30 days and 6 months, you're entitled to one repair or replacement; if that doesn't fix the fault, you can then claim a refund. After 6 months, you can still claim, but you'll need to show the fault was present when you bought the goods.
Yes, the same rights apply whether you bought the goods in-store or online. Online purchases also carry separate 14-day cancellation rights under the Consumer Contracts Regulations 2013.
Put your complaint in writing citing the Consumer Rights Act 2015, escalate to management, and consider Alternative Dispute Resolution. If the retailer still refuses, a solicitor's letter before action or a small claims court case may be necessary.
Yes. Separately from your right to a repair, replacement, or refund, you may be able to claim compensation under the Consumer Protection Act 1987 or in negligence if a faulty product has caused injury or damaged other property.
