Claim Compensation for Faulty Goods

Bought something that turned out to be faulty, broken, or not as described? Under the Consumer Rights Act 2015, you have strong legal protections. If the seller or retailer refuses to put things right, you can take them to small claims court and recover your money — no solicitor needed.

Whether you bought electronics, a car, furniture, clothing, or building materials, the law gives you clear rights to a refund, repair, or replacement when goods are faulty. This guide explains exactly what you can claim, the time limits that apply, and how to take your case to court if the seller won't cooperate.

Your Consumer Rights Under the Consumer Rights Act 2015

The Consumer Rights Act 2015 replaced the old Sale of Goods Act and gives consumers in England and Wales comprehensive protection when buying goods from businesses. Here are the core rights that apply to every purchase:

Goods Must Be of Satisfactory Quality

Under Section 9 of the Consumer Rights Act, goods must meet the standard that a reasonable person would consider satisfactory, taking into account the price paid, any description, and all other relevant circumstances. This covers:

• Fitness for common purposes — the product should do what products of that type normally do
• Appearance and finish — no cosmetic defects unless you were told about them before buying
• Freedom from minor defects — scratches, dents, or flaws not disclosed at point of sale
• Safety — products must be safe to use for their intended purpose
• Durability — goods should last a reasonable length of time

Goods Must Be Fit for Purpose

Section 10 says that if you tell the seller you need a product for a specific purpose — or if the product has an obvious purpose — it must be fit for that purpose. For example, if you tell a seller you need waterproof boots for hiking and they sell you boots that leak on the first walk, they have breached this requirement.

Goods Must Match Their Description

Section 11 requires goods to match any description given by the seller, whether on packaging, in advertising, or verbally. If a product is described as "stainless steel" but is actually chrome-plated plastic, it doesn't match its description and you have a right to reject it.

Goods Must Match a Sample or Model

Under Section 13, if you chose a product based on a sample or display model (common with flooring, paint, or furniture), the delivered goods must match that sample in quality and appearance.

The 30-Day Right to Reject

The Consumer Rights Act gives you a powerful short-term right to reject faulty goods within the first 30 days after purchase. This is your strongest period of protection.

How the 30-Day Right Works

If you discover a fault within 30 days of receiving the goods, you are entitled to a full refund. The seller cannot insist on offering a repair or replacement instead — the choice is yours. You simply reject the goods and get your money back.

• Full refund guaranteed — no deductions for use, even if you've used the product
• No requirement to accept repair — you can insist on a refund within this window
• Clock starts from delivery — the 30 days begin when you receive the goods, not when you ordered them
• One repair attempt doesn't restart the clock — if you allow one repair and it fails, the 30-day window continues from the original delivery date

Proving Fault Within 30 Days

Within the first 30 days, proving the goods were faulty is relatively straightforward. Courts presume that a product failing within 30 days was likely faulty when delivered. You don't need expert evidence — simply showing the fault exists is usually enough.

Take photos and videos of the fault immediately. Keep the original packaging and any receipts. If possible, note the exact date you first noticed the problem.

30 Days to 6 Months: Repair or Replace

After the initial 30-day window closes, your rights change but remain strong. During this period, the seller gets one opportunity to repair or replace the faulty goods.

Seller Must Offer Repair or Replacement

Between 30 days and 6 months after purchase, you should first request a repair or replacement from the seller. The seller can choose which remedy to offer (repair or replace), but only if one option isn't disproportionately costly compared to the other.

• Repair must be done within reasonable time — no dragging it out for weeks
• No significant inconvenience to you — they can't expect you to be without the product indefinitely
• Seller bears all costs — collection, postage, labour, and parts are all the seller's responsibility

If Repair or Replace Fails

If the first repair doesn't fix the problem, or the replacement is also faulty, you are then entitled to a refund. The seller cannot insist on a second attempt. However, the refund may be reduced to account for the use you've had from the goods — this is called a "deduction for use."

Burden of Proof Is on the Seller

This is crucial: during the first 6 months, if a fault appears, the law presumes the goods were faulty when delivered. The burden of proof is on the seller to prove otherwise. They must demonstrate that the fault was caused by you (misuse, accidental damage) rather than being an inherent defect. This makes claims during this period significantly easier to win.

6 Months to 6 Years: Your Long-Term Rights

After 6 months, you still have rights — but the burden of proof shifts to you. You must now prove the goods were faulty at the time of delivery, which is more difficult but far from impossible.

Proving Fault After 6 Months

To succeed with a claim after 6 months, you'll typically need evidence such as:

• Independent expert report — a specialist confirming the fault is due to manufacturing defect rather than wear and tear
• Comparison evidence — showing similar products don't fail in the same way
• Manufacturer recalls — evidence the product has a known defect
• Maintenance records — proving you used and maintained the product correctly

The 6-Year Limitation Period

You have up to 6 years from the date of purchase to bring a claim for breach of contract in England and Wales (5 years in Scotland). This doesn't mean goods must last 6 years — but if a product that should reasonably last several years fails after 18 months due to a manufacturing defect, you can still claim.

The key question is always: would a reasonable person expect goods of that type and price to last as long as they did? A cheap toaster failing after 3 years might be reasonable wear. An expensive washing machine failing after 2 years likely isn't.

Durability and Expected Lifespan

Courts consider what a reasonable person would expect in terms of durability. Factors include:

• The price you paid — more expensive goods should generally last longer
• The type of product — electronics vs furniture vs clothing have different expectations
• The seller's claims about quality and durability
• Industry standards and manufacturer warranties

How Much Can You Claim for Faulty Goods?

Your claim isn't limited to just the purchase price. You can recover several types of loss:

Full Purchase Price

Within the first 30 days, you're entitled to a complete refund with no deduction for use. After 30 days, a deduction may apply depending on how much use you've had from the product.

Repair Costs

If you've already paid to have faulty goods repaired (for example, an independent mechanic fixing a car defect the dealer refused to address), you can claim these costs from the seller.

Consequential Losses

This covers damage caused by the faulty goods themselves. Examples include:

• A faulty washing machine that floods your kitchen — claim for floor repair
• A defective phone charger that damages your phone — claim for phone replacement
• Faulty brake pads that cause an accident — claim for vehicle damage and injury
• Faulty building materials that cause structural damage — claim for remedial work

Court Fees (Recoverable If You Win)

If you have to take the seller to court, the court fees are added to your claim. When you win, the seller pays these back to you on top of your compensation:

• Up to 300: 35 court fee
• 300 to 500: 50
• 500 to 1,000: 70
• 1,000 to 1,500: 80
• 1,500 to 3,000: 115
• 3,000 to 5,000: 205
• 5,000 to 10,000: 455

Interest

You can claim 8% annual interest from the date the seller should have refunded you. For a 500 item where the seller delayed refund by 6 months: (500 x 0.08 x 182) / 365 = approximately 20 in interest.

Step-by-Step: Making a Faulty Goods Claim

Follow these steps to claim a refund, repair, or compensation for faulty goods:

Step 1: Contact the Seller in Writing

Write to the seller (email or letter) explaining:

• What you bought and when
• What the fault is
• Your rights under the Consumer Rights Act 2015
• What remedy you want (refund, repair, or replacement)
• A reasonable deadline to respond (14 days)

Keep the tone factual and professional. Reference the specific sections of the Consumer Rights Act that apply to your situation. Always keep a copy of your correspondence.

Step 2: Send a Letter Before Action

If the seller ignores your complaint or refuses to cooperate, send a formal letter before action. This is a legal requirement before starting court proceedings and gives the seller a final 14-day deadline to resolve your complaint.

Your letter before action should clearly state:

• Summary of the dispute
• The amount you are claiming and how it's calculated
• That you will issue court proceedings if no satisfactory response within 14 days
• That you will claim court fees and interest on top of your losses

Step 3: Issue a Small Claims Court Claim

If the seller still refuses, file your claim using the N1 claim form or Money Claim Online (MCOL). For claims up to 10,000, your case will be allocated to the small claims track — an informal process designed for people without legal representation.

In your particulars of claim, set out:

• What goods you purchased and from whom
• The date of purchase and price paid
• How the goods are faulty (breach of satisfactory quality, fitness for purpose, or description)
• What remedy you sought and the seller's response
• Your total claim including purchase price, consequential losses, interest, and court fees

For more detail on the process, timeline, and what to expect, see our small claims costs and timeline guide.

Claiming from Online Retailers

If you bought faulty goods online, you have additional protections under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

14-Day Cooling Off Period

For any goods bought online (distance selling), you have an automatic 14-day cooling off period starting from the day you receive the goods. During this period, you can return the goods for any reason — they don't even need to be faulty. This is separate from your Consumer Rights Act protections.

Return Postage for Faulty Goods

If the goods are faulty, the seller must pay return postage costs. They cannot charge you for returning defective products. If you've already paid to return faulty goods, claim the postage costs back as part of your compensation.

Online Marketplaces

When you buy from a third-party seller on Amazon, eBay, or similar marketplaces, your contract is usually with the individual seller, not the marketplace. However, the marketplace may have its own buyer protection scheme. If the seller is unresponsive, consider:

• Using the marketplace's dispute resolution process first
• Claiming under eBay Money Back Guarantee or Amazon A-to-z
• If marketplace protection fails, you can still sue the seller directly in court
• For eBay sellers specifically, see our guide on suing an eBay seller for breach of contract

Section 75 Credit Card Claims

How Section 75 Works

Section 75 makes your credit card provider equally responsible for breaches of contract and misrepresentation by the seller. This is incredibly powerful because:

• The seller doesn't need to cooperate — you claim directly from the card company
• Works even if seller has gone bust — the card company still has to pay
• Only need to pay part on credit card — even if you paid just 1 on credit card and the rest in cash, Section 75 covers the full amount
• Covers the full purchase price — not just the amount paid on credit card

How to Make a Section 75 Claim

Contact your credit card company's disputes department. Explain the goods are faulty, reference Section 75 of the Consumer Credit Act 1974, and provide evidence of the fault and your attempts to resolve with the seller. The card company must investigate and respond within 8 weeks.

Debit Card Chargebacks

If you paid by debit card, Section 75 doesn't apply — but you can request a chargeback from your bank. Chargebacks are not a legal right (they're a voluntary scheme), but banks will often process them for faulty goods. The time limit is usually 120 days from the date you became aware of the problem.

Common Types of Faulty Goods Claims

Faulty goods claims arise across virtually every product category. Here are the most common types we see:

Electronics and Appliances

Phones, laptops, TVs, washing machines, dishwashers, and other electronics are among the most common faulty goods claims. These products should typically last several years, and manufacturing defects often show up within the first 12-24 months. Common faults include battery failures, screen defects, software issues that make the device unusable, and mechanical failures.

Vehicles and Car Parts

Faulty car claims are often the highest value. If you bought a used car from a dealer and it develops a fault within the first 6 months, the dealer must prove it wasn't faulty at the point of sale. Common issues include engine problems, gearbox failures, undisclosed accident damage, and clocked mileage. For cars, the right to reject within 30 days is particularly valuable.

Furniture and Home Furnishings

Sofas that sag after a few months, dining tables that warp, mattresses that develop dips — furniture should last years, and premature failure indicates a manufacturing defect. Claims often include delivery damage, goods not matching showroom samples, and items arriving in a different colour or material than ordered.

Clothing and Footwear

Shoes that fall apart within weeks, clothing that shrinks despite following care instructions, zippers that break on first use. While individual items may be low value, the principle matters — and you can combine multiple faulty items from the same retailer into one claim.

Building Materials

Faulty building materials can cause the most expensive consequential losses. Defective tiles, faulty wiring, substandard plumbing fittings, or poor-quality timber can all lead to claims that include not just the material cost but the cost of installation, removal, and re-installation with correct materials.

Seller Refuses to Refund: What to Do

Sellers commonly try to avoid their legal obligations. Here's how to handle the most frequent responses:

"We Don't Do Refunds" or "No Refunds on Sale Items"

This is wrong in law. Your statutory rights under the Consumer Rights Act cannot be excluded, whether goods were on sale, clearance, or full price. The only exception is if the fault was specifically drawn to your attention before purchase.

"You Need to Claim from the Manufacturer"

Your contract is with the seller, not the manufacturer. While you might choose to claim under a manufacturer's warranty, the seller cannot redirect you to the manufacturer to avoid their own legal obligations. You have the right to claim from whoever sold you the goods.

"The Warranty Has Expired"

Manufacturer warranties are in addition to your statutory rights, not instead of them. Even after a warranty expires, your Consumer Rights Act protections continue for up to 6 years. A 12-month warranty expiring does not remove your right to claim for a manufacturing defect that appears at 18 months.

"You Must Have Caused the Damage"

Within the first 6 months, the burden of proof is on the seller to prove you caused the damage. They cannot simply assert it — they need evidence. After 6 months, you'll need evidence the fault was inherent (such as an independent expert report), but the seller still can't just claim misuse without proof.

"We'll Only Offer Store Credit"

For faulty goods, you have a legal right to a monetary refund. The seller cannot force you to accept store credit, a gift card, or an exchange if you're entitled to reject the goods. Store credit might be all they offer for change-of-mind returns, but faulty goods are different.

Frequently Asked Questions

Do I need a receipt to claim for faulty goods?

No. While a receipt makes things easier, you can use bank statements, credit card statements, email confirmations, or any other proof of purchase. The law doesn't require you to have the original receipt.

Can I claim if I bought the item second-hand?

Yes, if you bought from a business (such as a second-hand shop, dealer, or refurbished goods seller). The satisfactory quality standard is adjusted for second-hand goods — a used car isn't expected to be as good as new — but it must still be of satisfactory quality for a second-hand item at the price paid.

What if the seller has gone out of business?

If you paid by credit card (Section 75), claim from your card company. If you paid by debit card, try a chargeback. If the company is in administration, you can register as a creditor. If it was a sole trader who has simply stopped trading, you may still be able to sue them personally.

Can I claim for faulty goods bought from a private seller?

The Consumer Rights Act only applies to purchases from traders (businesses). If you bought from a genuine private seller, you still have rights under general contract law — goods must be as described — but the satisfactory quality and fitness for purpose protections don't apply. See our guide on suing a seller for breach of contract for private sale claims.

How long does a small claims court case take?

From issuing the claim to getting judgment typically takes 2-4 months. Many sellers settle before reaching a hearing once they receive court papers. If the case goes to a hearing, it's usually an informal 1-2 hour session. See our costs and timeline guide for more detail.

Do I need a solicitor?

No. The small claims track is specifically designed for people to represent themselves. Judges expect this and will guide you through the hearing. Even if the seller has a solicitor, they can't claim their legal costs from you (except in exceptional circumstances). JustClaim generates all the documents you need.

What if the item was a gift?

The person who bought the item has the contractual relationship with the seller, so technically they need to make the claim. However, many sellers will deal with the recipient directly, especially if you have proof of purchase. If necessary, the original buyer can authorise you to act on their behalf.

Can I claim if I noticed the fault but kept using the product?

Yes, but acting quickly strengthens your claim. If you continued using a faulty product for months before complaining, the seller may argue you accepted the goods in their condition. Report faults as soon as you discover them, even if you continue using the product while waiting for a resolution.

What about digital goods and software?

The Consumer Rights Act 2015 also covers digital content (apps, games, software, streaming). Digital content must be of satisfactory quality, fit for purpose, and as described — just like physical goods. If digital content is faulty, you're entitled to a repair or replacement, and a refund if that fails.

Can I claim compensation for inconvenience?

Courts can award compensation for distress and inconvenience caused by faulty goods, though amounts tend to be modest (typically 50 to 300). If the fault caused significant disruption — such as a faulty boiler leaving you without heating in winter — the award could be higher.

Take Action on Your Faulty Goods Claim

You paid good money for a product and it doesn't work properly. The law is clearly on your side. Whether the seller is a high street shop, an online retailer, or a marketplace trader, they have a legal obligation to put things right.

Don't be fobbed off with "no refunds" or "contact the manufacturer." Your rights under the Consumer Rights Act 2015 are non-negotiable. If the seller won't cooperate voluntarily, the small claims court process is straightforward, inexpensive, and designed for exactly this type of dispute.

Start your claim now. JustClaim will assess your situation, calculate your full compensation (including any consequential losses), generate your letter before action, and prepare your court documents if needed. The whole process takes about 5 minutes.