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

If your TV develops a fault, you should speak to the retailer who sold it to you, as you may have the right to a repair or replacement under the Consumer Rights Act.

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Your consumer rights

If you buy a TV 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 TV 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 TV after 1 October 2015 you're covered under the Consumer Rights Act and have 30 days to reject if it's faulty.

Use our template letter to get a refund if your TV is faulty. 

You also have the right to have a faulty TV replaced or repaired if you prefer, or if it's too late to reject it and get a refund. 

Faults within six months

Within the first six months of purchase, it's up to the retailer to prove that the TV wasn't faulty at the point of sale - it's not up to you to prove that it was. 

The retailer can choose either to replace or repair the telly. They'll usually choose the cheaper option 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 TV.

If you're having problems and the shop won't repair or replace your TV then it should be reported to your local Trading Standards department as the shop is 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 television 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 from the retailer directly, 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:

  • how long ago you purchased the television. As a general rule, the older the television, the less likely you are to be able to prove that there was a fault at the time of purchase
  • if it's reasonable to expect this fault at this time. For example, if your TV is more than six years old, it may be likely to develop a fault
  • to see if the part that's gone wrong is likely to be affected by wear and tear

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

My TV screen is cracked

Whether you’re entitled to a repair for a cracked television screen will depend on the cause of the screen cracking.

If it's down to a fault, you'll be able to claim under the Sale of Goods Act (if you bought the TV before 1 October 2015) or under the Consumer Rights Act (if you bought your TV after 1 October 2015).

But if it's been caused by an accident, you'll need to pay for the repair yourself.

Returning faulty TV 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 and the Consumer Rights Act 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 you buy 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.

Had enough of your TV?

Managed to get a refund for a faulty TV but now don't know which replacement to go for? Or got a broken television that is out of warranty and on its last legs, but unsure which new one to buy?

Which? tests and reviews hundreds of televisions to make this decision easier.

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