Faulty goods: refund, repair or replace

Your new headphones stop working after three weeks, or your kettle leaks on day one. Knowing your rights, and asking in the right way, usually gets the problem fixed quickly and politely.

What counts as faulty (UK)

• Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described (Which?).
• Citizens Advice describes this as an item that is broken or damaged, unusable, or not as advertised or described.
• Your rights apply to new and second-hand goods bought from a business (Citizens Advice).
• You do not have these rights if the damage was caused by wear and tear, an accident or misuse, or if you knew about the fault before you bought it (Citizens Advice).

The UK timeline: what you can ask for

• Up to 30 days: you can reject the item and claim a full refund (Which?).
• 30 days to 6 months: the retailer gets one chance to repair or replace before you can claim a refund (Which?).
• A fault found within 6 months is presumed to have been there when you got the item, unless the retailer proves otherwise (Which?).
• After 6 months: the retailer still gets one chance to repair or replace, but you may have to prove the fault was there from the start, and you may get a partial refund (Which?).
• The clock usually starts on delivery for online orders, and you can bring a small claim for up to 6 years in England, Wales and Northern Ireland, or 5 years in Scotland (Which?).
• Digital downloads such as games or apps do not have the 30-day refund right; you can ask for a repair or replacement, then a price reduction (Which?).

Who to contact and what to bring

• Your contract is with the seller, so start with the shop or website that sold you the item, not the manufacturer.
• Bring or attach proof of purchase: a receipt, order email or bank statement.
• Describe the fault clearly: what happens, when it started and what you have already tried, with photos or a short video.
• Do not try to repair it yourself first. GOV.UK notes a refund is not required if the customer damaged the item by attempting a repair.
• If the seller has closed down, Citizens Advice says a manufacturer's guarantee should still be valid.

What to say: in person and in writing

• In person: 'I bought these headphones here on 3 March and the left side stopped working on 20 March. They're not of satisfactory quality, so I'd like a full refund, please. Here's my receipt.'
• If the shop offers only store credit for a faulty item within 30 days in the UK, you can calmly say: 'As it's faulty and within 30 days, I'd like a refund under the Consumer Rights Act, please.'
• In writing: include your name, order number, date of purchase, the fault, what you want (refund, repair or replacement) and a reasonable deadline such as 14 days.
• Citizens Advice offers a free template letter for 'Complaining about faulty goods bought from a company'.
• Stay polite and specific. Staff are much more likely to help someone who is clear and calm.

Faulty goods in the UAE

• u.ae says suppliers must repair or replace defective products without charge, and that consumers have a right to compensation for damage from defective goods.
• Keep the dated Arabic invoice that u.ae says businesses must give you; you will need it for any claim.
• If the shop refuses, contact the Ministry of Economy on 800 1222 or your emirate's economic department, for example the Dubai consumer rights service at consumerrights.ae (u.ae).
• The u.ae page does not give UAE time limits like the UK's 30 days and 6 months, so check the warranty and the store's policy, and report faults as soon as you notice them.