As soon as you realise there's a problem with your product, stop using it. 

If you have to make a legal claim, it may damage your case if you continue to use it after you know there's a problem.

Contact the retailer you bought it from and tell it about the problem. Tell them that you want to 'reject' the item and get your money back. 

Legally, you have only a 'reasonable' time (normally just a few weeks after you bought it) to reject something. But a reputable retailer may give you a refund as a goodwill gesture.

Top Tips

  • Stop using the product immediately
  • Inform the retailer that you want to reject the item
  • Cite your rights under the Sale of Goods Act

If the product is within its guarantee period, check to see if the guarantee offers a refund in the circumstances you are in. 

If it doesn't, you could still contact the manufacturer explaining the problem and asking if it will give you a refund.

If the retailer or the manufacturer will not help, and you believe you are within the reasonable time for rejecting the item, write to the retailer (not the manufacturer) formally rejecting the product under the Sale of Goods Act.

If you think you are beyond the limit for rejecting the product, you should ask for a free repair or replacement.

If you get no response from the retailer or if it has gone bust, and you paid for your item with a credit card, you can take your claim to the card company. 

You have the same rights from your finance provider as you have against the retailer.

If you need dedicated legal advice, you can speak to a Which? Legal Service lawyer who may be able to help you.