Faulty appliances
Frustrated with a faulty washing machine or kettle? Not sure whether to talk to the retailer or the manufacturer? If you have a faulty appliance, you have rights to a repair, replacement or refund. Read our guides to help you claim.
Unsafe and recalled products

Unsafe and recalled products can pose a serious danger to you and your family. Use our guides to know your rights if a product you own is unsafe or recalled.
Answers to your problems
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My laptop is broken, can I get it repaired or replaced?
If a laptop you’ve bought develops a fault, your rights mean you can reject it and get your money back or you can have it repaired or replaced.
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My washing machine is broken, can I get it repaired or replaced?
If you've bought a washing machine that develops a fault, you should be able to claim for a repair or replacement from the retailer that sold it to you.
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My TV is broken, can I get it repaired or replaced?
If you've bought a TV that develops a fault, you should be able to claim for a repair or replacement from the retailer that sold it to you.
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My printer is broken, can I get it repaired or replaced?
If your printer breaks because of a fault, you should be able to claim for a repair or replacement from the retailer that sold it to you.
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My vacuum is broken, can I get it repaired or replaced?
If a vacuum cleaner you’ve bought develops a fault, your rights mean you can reject it and get your money back or you can have it repaired or replaced.
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My dishwasher is broken, can I get it replaced?
If your dishwasher has a fault you should be able to request a repair or replacement from the retailer.
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I want to return something bought online
If you bought goods online, the Consumer Contracts Regulations - which replaced the Distance Selling Regulations - give you additional rights to return an item.
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What can I do if a retailer goes into administration?
You may be able to use gift vouchers, return faulty goods or use your warranty if a retailer goes into administration. Read the Which? guide on what you can do.
Letters
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Letter to ask for a faulty item to be repaired or replaced
Under the Consumer Rights act a retailer has a duty to repair or replace faulty goods. Use this template letter to get a replacement or repair.
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Letter to get a refund if your item is faulty
If you have bought a faulty item, or an item that has developed a fault, you have the right under the Consumer Rights Act to ask for refund.
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Letter to refuse paying the cost of returning a faulty item
If you wish to return a faulty item bought online, you should not incur the cost of returning it. Use this template letter to complain to the retailer.
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Letter to warranty provider who is refusing to pay for repairs
Use this letter template to demand that a warranty provider who is refusing to pay for repairs covered by the warranty takes action.