VocabuLaw

Consumer Rights in the UK: What to Do When a Product Doesn’t Work

As consumers, we often face the frustrating situation of purchasing a product that doesn’t work as expected. Understanding your rights in these scenarios is crucial. We want to guide you through your rights as a consumer in the UK, especially when you buy a product that turns out to be faulty or not as described. This guide will help you navigate these situations with more confidence and clarity.

The Consumer Rights Act 2015: Your Legal Shield

The Consumer Rights Act 2015 is your primary defense as a consumer. This law ensures that any products you buy must be of satisfactory quality, fit for purpose, and as described. If a product you purchase doesn’t meet these standards, you have a legal right to a remedy.

Faulty Goods: Your Right to a Refund, Repair, or Replacement

Within 30 Days of Purchase

  • Right to a Full Refund: If a product is faulty, you’re entitled to a full refund if you return it within 30 days of purchase. This is often the simplest and most direct course of action.

After 30 Days but Within Six Months

  • Repair or Replacement: If more than 30 days have passed, you can’t demand an immediate refund, but you have the right to a repair or replacement. The retailer can choose which option, but it must be done within a reasonable time and without significant inconvenience to you.
  • Refund if Unsuccessful: If the repair or replacement doesn’t fix the issue, you can then ask for a refund or a reduction in the price.

After Six Months

  • Proof of Fault: The burden of proof shifts to you to show that the product was faulty at the time of delivery. This can be challenging, but if successful, you have the same rights as within the first six months.

Guarantees and Warranties: Additional Protection

Many products come with guarantees or warranties, which are additional to your legal rights. They usually offer repair or replacement for certain issues within a specific period. Remember, these do not replace your statutory rights under the Consumer Rights Act.

Misleading Descriptions and False Advertising

If a product is not as described or has been falsely advertised, you have the right to a refund. This includes situations where the packaging or promotional material is misleading.

Practical Steps to Take

  1. Keep Receipts: Always keep your proof of purchase, as this is essential when making a claim.
  2. Contact the Retailer: Your contract is with the retailer, not the manufacturer, so direct your complaint to them.
  3. Be Clear About the Fault: Explain how the product is faulty or not as described.
  4. Know Your Desired Outcome: Decide whether you want a refund, repair, or replacement.
  5. Record Communications: Keep a record of all interactions with the retailer for future reference.

What to Do If Your Rights Are Not Respected

If the retailer refuses to honor your rights, you can take further steps:

  • Alternative Dispute Resolution: Consider mediation or arbitration.
  • Small Claims Court: For more significant disputes, you might consider taking your case to the small claims court.

Conclusion

As a consumer in the UK, you have robust rights to ensure you get what you pay for. Knowing these rights is the first step to effectively resolving issues when a product doesn’t work as expected. Always communicate clearly with retailers and seek further advice or take additional action if necessary. Remember, these rights are there to protect you and ensure fair transactions in your shopping experiences.

This website is for informational purposes only and may contain inaccuracies. It should not be used as a substitute for professional legal advice.