CONSUMER RIGHTS · REFUNDS REPAIRS REPLACEMENTS EXPLAINED

Refunds, Repairs & Replacements Explained

What you can ask for when something goes wrong and how to get it sorted quickly.

3 min read·Last reviewed 15 February 2026·Reviewed by Switch4Good editorial

Quick summary

For faulty goods, you can often reject for a refund within the early period (commonly up to 30 days)
After that, repair or replacement is usually the next step
If repair/replacement fails or is too slow, you can usually ask for a refund or price reduction
Your claim is against the retailer (seller), not the manufacturer
Always put your request in writing and keep evidence

For information only

When a product is faulty or a service is not delivered properly, the law gives you remedies such as a repair, replacement, price reduction, or refund. The key is knowing which remedy applies in your situation and how to ask for it in a clear, practical way. This guide explains how refunds, repairs, and replacements work in the UK, including typical timelines, what “reasonable time” means, and how to escalate if a seller refuses. This is general information, not legal advice.

The basic principle: remedies depend on the problem and timing

In the UK, the remedy you can ask for often depends on:

Is it a fault, or simply “changed your mind”?
Was it bought online (distance selling) or in-store?
How long ago was it purchased/delivered?
Is it goods, digital content, or a service?

Faulty goods: refund, repair, or replacement?

If goods are faulty, not as described, or not fit for purpose, you have rights. A practical way to approach it:

Option 1: Reject and refund (early stage)

If the fault appears quickly and you act promptly, you can usually request a refund. Be explicit:

“I am rejecting the goods as faulty and requesting a refund.”

Option 2: Repair or replacement (typical next step)

If you’re outside the early rejection window, the seller can usually offer repair or replacement. You can state a preference, but the seller may choose the cheaper/most practical option if it is reasonable.

Option 3: Refund/price reduction after a failed fix

If a repair/replacement:

fails, or
isn’t possible, or
takes too long, or
causes significant inconvenience

…you can usually request a refund or price reduction.

What counts as “faulty”?

Faults can include:

The item doesn’t work as expected
It breaks unusually quickly
It is unsafe
It doesn’t match the description/spec
It doesn’t do the job you told the seller you needed it for

Wear and tear, accidental damage, or misuse is different — those are not usually covered by consumer remedies.

Services: repeat performance or price reduction

For services, the key standard is “reasonable care and skill.” If a service falls short, you can ask for:

Repeat performance (the trader corrects it), or
A price reduction (if repeat performance is impossible or not done in a reasonable time)

Examples:

A repair that doesn’t fix the issue
A broadband installation done incorrectly
Work completed to a poor standard

Change of mind: when can you get a refund?

In-store purchases

Shops do not have to offer change-of-mind refunds, unless their policy says they do
You still have rights if the item is faulty or misdescribed

Online/distance purchases

Many purchases include a 14-day cooling-off period
You may have to pay return postage (depends on seller terms)
Some exceptions apply (custom items, certain sealed goods, urgent repairs you requested, etc.)

“Reasonable time” and “without significant inconvenience”

These phrases matter. In practice, good expectations are:

The seller should give you a clear plan and timeline
You should not have to chase repeatedly
You shouldn’t be left without an essential item for an excessive period (especially if a replacement is reasonable)

If a seller keeps delaying, it strengthens your case for a refund or price reduction.

Who pays return costs for faulty items?

If the item is faulty, the seller should typically cover reasonable return costs or provide a collection. If you have to pay to return, keep receipts and request reimbursement.

A simple template you can copy/paste to the seller

Subject: Faulty item – request for remedy

Hello,

I purchased [item] on [date] (order/reference: [ref]). The item is faulty: [brief description].

Under my consumer rights, I am requesting [refund / repair / replacement]. Please confirm next steps within 14 days.

Kind regards,

[Name]

If the retailer refuses: escalation options

If you can’t resolve it directly:

Ask for the complaint procedure and escalate internally
Use ADR if the retailer is a member (ask if they are)
If paid by card, consider chargeback or Section 75
Seek guidance from Citizens Advice

Citizens Advice

Website: https://www.citizensadvice.org.uk/consumer/

Phone: 0800 144 8848 (England) / 0800 702 2020 (Wales)

Key takeaways

Faulty goods usually mean repair/replacement or refund depending on timing and what’s happened so far
Your rights are against the seller, not the manufacturer
“Change of mind” refunds depend on retailer policy (in-store) or cooling-off rules (online)
Put it in writing, keep evidence, set clear deadlines
Escalate via ADR/chargeback/Section 75 if needed

Can a retailer insist on repair instead of refund?

Often yes if you are outside the early rejection period, but if repair fails or is too slow, you can usually ask for a refund or price reduction.

Do I need the original receipt?

You need proof of purchase. This can be a bank statement, order email, or invoice.

What if the retailer says “contact the manufacturer”?

You can choose to contact the manufacturer, but your legal rights are with the retailer who sold it to you.

Is a replacement always brand new?

Typically a replacement should be like-for-like and of satisfactory quality. If a seller offers refurbished, you can question whether it’s appropriate.