Faulty product rights within 30 days

Legal position:
Under the Consumer Rights Act 2015, which applies in England and Wales, if you are a consumer who has bought goods from a trader (such as a shop or online retailer), those goods must meet certain standards. They must be of satisfactory quality, fit for their purpose, match their description, and be free from defects unless disclosed. This applies regardless of whether the purchase was in-store or online.

If the goods are faulty and this becomes apparent within the first 30 days after you take ownership (which usually means delivery, or delivery plus any installation if that is part of the contract), you have a short-term right to reject them. This entitles you to a full refund, provided you notify the seller promptly and return the goods if required. The 30-day period starts from the date ownership transfers, but it can be paused if the goods are being repaired or replaced during that time.

After 30 days, your rights shift to requiring the seller to repair or replace the goods at no cost to you, or if that is not possible or proportionate, you may seek a price reduction or a final rejection with a partial refund (accounting for any use you have had). However, the initial 30-day window is specifically for a straightforward full refund without needing to give the seller a chance to fix the issue first.

Note that these rights apply to new and second-hand goods, but the expectations for second-hand items are lower based on their price and description. These protections do not apply to private sales between individuals, only to purchases from businesses. If the fault was caused by your misuse or accidental damage, your rights may not apply.

Practical next steps:
If you believe the product is faulty within 30 days, I recommend the following approach to resolve the matter efficiently, starting with the least formal options:

1. Gather evidence: Keep the receipt or proof of purchase, note the date of delivery or collection, take photos or videos of the fault, and document any communications with the seller.

2. Contact the seller promptly: Inform them in writing (email or letter) about the fault, explaining why you think it breaches the Consumer Rights Act, and state that you wish to reject the goods for a full refund. Provide details of the purchase and the issue. Many sellers will resolve this informally at this stage to avoid escalation.

3. If no resolution: If the seller disputes the fault or refuses, you could seek a free assessment from an independent expert (such as a repair service) to confirm the defect is not due to misuse. Alternatively, consider using any alternative dispute resolution service offered by the seller or trade association.

4. Escalate if necessary: If the value is low (under £10,000), you could use the small claims track in the County Court, but this should be a last resort due to potential costs, time, and the need for strong evidence. Before that, check if there is a relevant ombudsman or regulator, such as the Consumer Ombudsman for retail disputes.

Keep in mind that your specific rights may depend on details like the type of product, how the fault arose, the contract terms, and whether the seller is based in the UK. If any of these factors are unclear, providing more information would allow for more tailored advice. If the purchase involves another jurisdiction, please note that I specialise in England and Wales; you may wish to consult our worldwide colleague, Atlas, for other locations.