My breast pump has a fault, what should I do?

If you encounter a problem with your breast pump, you can find the answers you need here to make the process as hassle-free as possible.

Return your faulty breast pump

Like all products, you're protected by the Consumer Rights Act, which became law 01 October 2015. If you bought your breast pump on or after 01 October 2015, you are covered by the Consumer Rights Act. If you bought it before this time, then you will be covered by the Sale of Goods Act, which the Consumer Rights Act replaced.

Both the Consumer Rights Act and the Sale of Goods Act stipulate that any item you buy must be of satisfactory quality, fit for purpose and as described.

So all products, including your breast pump, must meet the following standards:  

1) Satisfactory quality  Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question.

2) Fit for purpose  The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.

3) As described  The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

This also means that the product - in this case your breast pump - should last for a reasonable amount of time.

So, if your breast pump doesn't work or has stopped working - for example, if there's no suction - you should be able to return it and get a replacement or a refund. However, the exact timeframe for being eligible for a refund, repair or replacement will depend on when you bought the breast pump.

Get a refund

If your breast pump develops a fault within the first month, you have the right to a replacement, repair or refund from the retailer who sold it to you.

This is the case regardless of whether or not there is a guarantee or warranty in place - you shouldn't need to contact the manufacturer.

Your contract is with the retailer so contact them first if your pump has a fault.

If the retailer tells you to speak to the manufacturer they're incorrect and you should remind them that under the Consumer Rights Act that your contract is with them.

You can use our template letter for returning faulty goods if your breast pump develops a fault.

You should request a refund as soon as possible after finding the fault, as the right to reject the product and get a refund is limited to 30 days from the date you buy your product.

After this time you’re not legally entitled to a refund, although some retailers may offer you an extended refund period.

You may find our helpful, should you decide to purchase a new one. 

Get a repair or replacement

If the breast pump fault developed within the first six months, the retailer must offer you either a repair or a replacement for free.

If the fault developed after six months of owning your breast pump, the onus is on you to prove that the fault was there at the time of purchase.

It’s worth bearing in mind that the longer you have a product, the more difficult it will be to prove it was faulty when sold - especially if the fault only happens sporadically.

Make a claim

Use this tool to ask for a refund, repair or replacement. Once you’ve answered some simple questions, you will receive an email with a ready-to-go letter to send off to the retailer.
Start your letter >

Returning an unwanted pump

You don't have a legal right to return your breast pump if you've opened it and you just don't like it or no longer want it.

You'll only be entitled to a refund or replacement if your breast pump is faulty.

If you haven’t opened the breast pump, you may be able to return it and get a refund, but you will need to check the policy of the store you purchased it from.

If the store does accept returns, you’ll probably also need to be able to show that the seal of protective hygienic wrapping around your breast pump wasn’t opened.

According to the Consumer Contracts Regulations 2013, you have 14 days to inform the retailer that you wish to cancel your purchase and then 14 days from when you cancel it to return the goods. You will probably need to prove that you haven’t broken any protective wrapping sealing the breast pump to keep it hygienic.

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