Complain about something you bought
If you buy goods that don’t work like they’re meant to, are faulty, or haven’t arrived in time or in acceptable condition, the Consumer Guarantees Act gives you the right to claim a refund, repair or replacement. This includes second-hand goods and gifts.
Minor faults or issues
Take the goods back to where you bought them. The retailer must:
- repair the goods
- replace the goods, or
- give you a refund if it’s not reasonable to expect them to repair the goods.
If the retailer refuses or fails to fix the problem, or takes too long to do so, you can:
- return the goods and ask for your money back
- ask for a replacement, or
- take the goods elsewhere to be fixed and ask the retailer to pay the cost of repair.
You have options if the goods:
- are unsafe
- don’t meet acceptable quality
- are unfit for their purpose
- don’t match their description or sample.
You can choose to:
- return the goods and get your money back
- return the goods for a replacement of similar value and type, or
- keep the goods and get some money back to make up for the drop in value.
If faulty goods have caused damage (for example, your washing machine breaks and floods your laundry), you can ask the retailer to pay for the damage.
If no time period for delivery was agreed when you buy goods that the retailer has arranged to be delivered, the retailer must make sure that delivery happens within a reasonable time.
If your goods don’t arrive on time, or are damaged during delivery, you can make a claim to the retailer who sold you the goods.
If the retailer can’t or won’t fix the problem
If the retailer has gone out of business or you have problems dealing with them, you can:
- contact the manufacturer instead
- complain to a trader organisation if the retailer belongs to one
- make a claim at the Disputes Tribunal.