The shop won't repair my pushchair, what can I do?

If there's a fault with your pushchair, you're entitled to have it repaired or to get a replacement from the shop you bought it from.

Faults within the first month

If you buy a pushchair that turns out to be defective, you can choose to reject it and get a full refund. 

You can only do this as long as you do so within a reasonable time.

If you bought the pushchair after 1 October 2015 you are covered by the Consumer Rights Act which means you can reject it and get a refund within 30 days of purchase. 

If you bought your pushchair before 1 October 2015 you are covered by the Sale of Goods Act which means you can usually reject a faulty item and get a refund within three or four weeks. 

Use our template letter to get a refund for a faulty pushchair

The shop blames the manufacturer

If the retailer is blaming the manufacturer, then they're wrong - your rights are against the retailer. 

Under the Sale of Goods Act and the Consumer Rights Act, the retailer should sell you a pushchair of satisfactory quality, so the pushchair should be durable, free from defects and fit for purpose. 

If it isn't, then you can use our letter to ask for a faulty item to be repaired or replaced.

Top Tips

  • Your contract is with the shop not the manufacturer
  • If there's a delay or problems getting your pushchair repaired, the shop should give you a suitable replacement or a partial/full refund
  • If a fault develops with your buggy in the first six months you should be able to get it repaired

The manufacturer won't help the shop

Retailers sometimes try to pass you on to the manufacturer but you should tell the shop that your contract is with them and it’s their responsibility to sort the problem out for you.

If the shop is having problems getting your pushchair repaired or there’s a delay that’s causing you significant inconvenience, they should give you a suitable replacement or a partial or full refund - depending on how much you’ve used it.

The shop may tell you to claim on the manufacturer’s guarantee. This is fine, but remember the ultimate responsibility for sorting out problems lies with the retailer.

If you're having problems with your pushchair use our how to complain about a faulty pushchair guide.

The manufacturer says we broke it

Firstly, your contractual rights are against the shop, not the manufacturer.

If there’s a genuine fault within the first six months, your first avenue of redress is with the retailer that sold you the pushchair.

Or if your pushchair costs £100 or more and you paid by credit card, you can also contact the credit card company in the first instance and make a claim.

Faults within six months

If a fault develops with the pushchair within the first six months of purchase, the onus is on the retailer to prove that the pushchair wasn't faulty at the point of sale - it's not up to you to prove that it was.

The shop should offer to repair or replace your pushchair for free. However, if it’s obvious that you’ve broken it, you won't be entitled to anything. 

In this case, the shop or manufacturer would be within their rights to charge you for a repair.

Faults after six months

If you purchased the pushchair more than six months ago, the onus will be on you to prove that it was faulty or not of satisfactory quality at the time of purchase. 

You can claim against the manufacturer under the guarantee, but this is in addition to your statutory rights and subject to the manufacturer's own terms and conditions. 

So, the manufacturer could charge for any repair.You'll need to check the terms of the guarantee to find out. 

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