Do you know your rights if something you buy develops a fault? Goods must be as described, of satisfactory quality and fit for purpose. If not, you could get your money back - our guides can help.
Return faulty goods
Don't despair if you're confused by your legal rights when returning faulty goods, we can help you create a bespoke claim for a refund, repair or replacement.
Answers to your problems
What do I do if I have a faulty product?
If something you've bought develops a fault, you could get your money back under the Consumer Rights Act. Our guide explains what your rights are.
What are my rights when the digital element of my smart device stops working?
If the physical or digital element of your smart device stops working, you could get your money back under the Consumer Rights Act. Our guide explains what your rights are.
When can I use a manufacturer's warranty or guarantee?
Manufacturer warranties and guarantees can be more generous than your statutory rights in some respects, but you can also lean on your rights to get the problem fixed. Read our Which? guide for guidance on the pros and cons.
Step by step guides
How to complain to a company
There are many reasons you may wish to complain, from price rises to poor service - this step-by-step guide shows you how to do it.
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.
Letter to claim a refund for a faulty digital download
If you buy a digital download and it's faulty you may be able to claim a refund. Use this template letter to claim a refund for a faulty download.
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.
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.
Consumer Rights Act 2015
The Consumer Rights Act gives you rights when you buy goods and services or digital products. Understand your rights with our informative guide.