Consumer resource
Return faulty goods
Published 4 May 2026 · Reviewed for England and Wales, May 2026
If something has gone wrong with something you have bought, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. What you can ask for depends on how long you have had the item, how serious the fault is and whether you are dealing with a trader.
Start the online tool A short step‑through guide only. Not legal advice.
About this guidance
This page is general information only, not legal advice. We are not a law firm.
Reviewed by Resolutor Legal Support for England and Wales in May 2026.
Used cars are a common example: rights still exist, but the facts usually turn on what was said at sale, inspection, mileage and documentation. We can help you organise the chronology and draft proportionate correspondence whether you are negotiating with a dealer or a private seller in a business context.
It does not matter for these statutory rights whether the goods were new or second‑hand in a consumer sale from a trader—though evidence and expectations differ. Private sales between individuals are a different picture and need to be checked case by case.
When the law is on your side
You are likely to have a claim if the item is:
- Not of satisfactory quality—damaged, broken or worn out sooner than a reasonable person would expect.
- Not fit for purpose—it cannot be used for what you bought it for, including any purpose you made clear to the seller.
- Not as described—it does not match what was advertised, labelled or agreed (model, specification, quantity, and so on).
When it is harder to claim
You are unlikely to rely on the same statutory remedies if, for example:
- the damage came from wear and tear, an accident or misuse after you took delivery;
- you were told about the fault before you agreed to buy and accepted it; or
- you simply want to return something because you have changed your mind (different rules apply).
If there is nothing wrong with the goods but you have changed your mind, you may still have options under the seller’s returns policy, distance‑selling rules where they apply, or any cooling‑off period for particular contracts—but those are not the same as “faulty goods” rights. We can help you check which box your situation falls into before you write.
We help you match your facts to the correct remedy, gather proportionate evidence and prepare letters or complaint chains that reflect the law in your jurisdiction. We are not a law firm; where your case needs court proceedings or reserved work, we signpost regulated solicitors.
Faulty goods — online guide
This tool offers general pointers only. It is not legal advice. Every case turns on its facts.
We will ask who you bought from, how long ago (for trader sales), whether the contract was at a distance (for example online or by phone) so we can flag distance‑selling rules, then whether any damage happened in your care after the sale, before summarising themes under the Consumer Rights Act 2015.
What best describes your situation?
Choose the closest match. You can restart if you need to.
Roughly how long have you had the goods?
Count from delivery, or from purchase if that is when risk passed.
Was this a distance contract?
For example: ordered online, by phone, app or mail order. Not usually if you bought in person at the trader’s shop or usual business premises (unless a doorstep sale). Distance rules can add short‑term cancellation rights that are separate from “faulty goods” claims, but they sometimes matter when you plan what to ask for.
After you bought the goods, was the problem caused by damage you did, or while the item was in your care?
For example: dropped, incorrect assembly, not following care instructions, an accident, or normal wear and tear from use after delivery — as opposed to a fault that was already there or how the item was described.
Damage or use after you took delivery
Statutory rights against a trader for goods that do not conform to the contract are much harder to rely on if the issue is mainly down to accidental damage, misuse, wear and tear, or how you looked after the item after sale. The seller may say the goods were fine when supplied.
You may still have angles if the problem reveals a hidden defect, a misdescription, or goods that were never durable enough for normal use—but the facts matter. This is a common point to get help mapping evidence and proportionate wording, and to check whether a regulated solicitor is needed.
Likely themes (trader sale — early period)
You indicated a distance contract. As well as conformity rights, the Consumer Contracts Regulations may give you a separate short cooling‑off period to cancel for change of mind in some cases — that is not the same as rejecting faulty goods, but check your order date and confirmation emails if you are weighing every option.
In many consumer sales from traders, the first 30 days matter for rejecting goods that do not conform to the contract and asking for a refund, subject to proof and how serious the fault is. You may also have repair or replacement routes first depending on what is fair and proportionate.
Next steps are usually: gather proof (photos, descriptions, correspondence), write clearly what is wrong and what you want, and keep a timeline. We can help you draft proportionate letters.
Likely themes (trader sale — first six months)
You indicated a distance contract. As well as conformity rights, the Consumer Contracts Regulations may give you a separate short cooling‑off period to cancel for change of mind in some cases — that is not the same as rejecting faulty goods, but check your order date and confirmation emails if you are weighing every option.
After 30 days the picture is more fact‑sensitive: you may still have statutory remedies, but the seller may get a chance to repair or replace before a refund is discussed, unless that is impossible or disproportionate.
Evidence of when the fault appeared and whether it was present at delivery often becomes important. We can help structure your account and correspondence accordingly.
Likely themes (trader sale — six months plus)
You indicated a distance contract. Any statutory cooling‑off for change of mind will usually have ended if you have had the goods this long; your live questions are typically conformity, misdescription and evidence, but how the sale was concluded can still matter for paperwork and jurisdiction.
Beyond six months you may still have a claim if you can show the goods did not conform at delivery, but the burden of proof can shift. The remedy that is realistic will depend on the facts and proportionality.
This is a common point to get structured help with chronology and pre‑action wording, and to check whether a solicitor is needed for court.
Private sales
Buying from another individual is often “buyer beware”. You may have limited statutory protection compared with a trader sale, unless the seller misdescribed goods or you agreed something different in writing.
We can still help you clarify what was said, what evidence you have and whether a proportionate letter or small claim route might be worth exploring — and when to involve a solicitor.
Changed your mind
Statutory “faulty goods” rights are different from cooling‑off or goodwill returns. You may still have options under the seller’s policy, distance contracts or specific sector rules.
We can help you check which regime applies and draft a clear request where you have a route.
Delivery and non‑arrival
Non‑delivery and damage in transit often turn on who the contract was with, tracking evidence and the seller’s duty to deliver. That sits alongside (not instead of) conformity rules when goods eventually arrive faulty.
You may also want our page on orders that have not arrived.