Refund versus repair consumer rights

This depends on the context, timing, and what type of contract is involved. Here is the position under the current law in England and Wales.

Consumer Rights Act 2015 (goods):

The short-term right to reject applies within 30 days of delivery (or longer for perishable goods where the contract allows). During this window you can reject the goods and demand a full refund without giving the trader an opportunity to repair or replace.

After the 30-day short-term rejection period has passed, the position changes. The trader is entitled to one opportunity to repair or replace before you can insist on a price reduction or exercise the final right to reject. You cannot leap straight to a refund at this stage unless the repair or replacement is impossible, or would cause you significant inconvenience, or the trader has failed to carry out the repair or replacement within a reasonable time and without significant inconvenience to you.

If the first repair or replacement fails, you then have the right to demand a further repair or replacement, or a price reduction, or to reject the goods for a refund (subject to a possible deduction for use you have had of the goods after the first 6 months).

There is also a presumption in the first 6 months that any fault was present at the time of delivery, which helps you. After 6 months the burden shifts to you to show the goods were faulty when supplied.

Digital content and services:

Similar tiered remedies apply under the Consumer Rights Act 2015 for digital content and services, though the detail differs slightly. For services, the right is to require repeat performance first, and only then to claim a price reduction.

Key practical points:

1. If you are still within 30 days, you are in the strongest position to insist on a refund and should communicate your rejection clearly in writing.

2. If you are outside 30 days, check whether the trader has already attempted one repair. If the repair has failed, or the trader is dragging its feet, or repair is impractical, you can escalate to a refund.

3. The trader cannot force you to accept repeated repair attempts. One failed attempt is enough to unlock the final right to reject.

4. If the trader refuses, your practical options include a formal written complaint setting out your statutory rights, then a chargeback or section 75 claim if you paid by card, then referral to an ombudsman or ADR scheme if one applies, and ultimately a money claim (small claims court) if the amount justifies it.

If you let me know the specific circumstances, such as what the goods are, when you bought them, and what the trader is offering, I can give you a more tailored answer.