My printer is broken, can I get it repaired or replaced?

The Consumer Rights Act states that goods should be of satisfactory quality. So if your printer develops a fault, you could claim for a repair or replacement.

Your consumer rights

Goods must be as described, of satisfactory quality and fit for purpose. 

If you buy a printer that turns out to be faulty, you can choose to reject it and get a refund as long as you do this within a reasonable time. 

If you bought your printer before the 1 October 2015, you're covered under the Sale of Goods Act and usually have three to four weeks to reject it if it's faulty.

If you bought your printer after 1 October 2015 you're covered under the Consumer Rights Act and have 30 days to reject it and get a refund if it's faulty.

Use our template letter if you want to get a refund for a faulty printer

Repair or replacement

You also have the right to get faulty goods replaced or repaired if you prefer, or if it's too late to reject them.

Within the first six months of purchase the onus is on the retailer to prove that a fault is not because the printer was of poor quality or unfit for purpose at the point of sale.

The retailer can choose the cheaper of the two options as long as they can show the option you want would be disproportionately expensive.

You can use our letter to claim for a repair or a replacement printer.

If you're having problems and the shop won't repair or replace your printer then it should be reported to your local Trading Standards department as they are breaching your statutory rights. 

It's worth telling the shop that you're going to do this as this could mean your complaint is then dealt with.

Faults after six months

If you purchased your printer more than six months ago but are still within your warranty period, you could consider claiming for a repair from the manufacturer.

However, you're also entitled to claim directly from the retailer providing you can prove that the goods were not of a satisfactory quality or fit for purpose at the point of sale.

Before claiming it's important to check the following:

  • How long ago did you purchase the printer? As a general rule, the older the printer the less likely you are to be able to prove that there was a fault at the time of purchase.
  • Is it reasonable to expect this fault at this time?
  • Is the part that has gone wrong likely to be affected by wear and tear?

If you're outside of your warranty period you can still claim from the retailer as your rights are not affected by the expiration of a warranty.

Using different ink 

Some manufacturers may disapprove of you using ink other than the branded ink. 

But unless it can be shown that the ink has caused the fault, you should still have the rights to get a repair or replacement. 

Returning faulty goods bought online

If your goods are faulty and don’t do what they’re supposed to, or don’t match the description given, you have the same rights under the Sale of Goods Act (for purchases made before 1 October 2015) and the Consumer Rights Act (for purchases made after 1 October 2015) as you have when buying face to face.

Any terms and conditions that you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.

In addition to your other legal rights, the Consumer Contracts Regulations mean you have 14 calendar days from the day after you receive goods bought online to return them, even if you’ve simply changed your mind.

Refunds must be paid within 14 calendar days after returning the goods, or evidence that they were returned.

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