Worried you're stuck with a faulty product?
How to get a refund, repair or replacement
Faulty goods advice guides
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.
8 articles
Return faulty goods
Don't despair if you're confused by your legal rights when returning faulty goods, we can help you get a refund, repair or replacement.
Faulty product? How to get a refund, repair or replacement
Do you know your rights if something you've bought develops a fault? Under the Consumer Rights Act you have the right to reject it and get your money back, or you can have it repaired or replaced. Read our guide to make sure you're not left out of pocket.
Hannah Downes
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.
Which?
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 have consumer rights. Under the Consumer Rights Act you have the right to reject it and get your money back, or you can have it repaired or replaced. Read our guide to make sure you're not left out of pocket.
Which?
How to complain to a company
How to complain to a company about anything from price rises to poor service
Which?
Template Letters
Free download
Letter to refuse paying the cost of returning a faulty item
If you wish to return a faulty item bought online, you shouldn't incur the cost of returning it. If the retailer is insisting you pay, use this letter to challenge them.
Free download
Letter to get a refund if your item is faulty
Use this template letter if you want to claim a refund from a retailer for an item that developed a fault after you bought it.
Free download
Letter to ask for a faulty item to be repaired or replaced
Don’t be fobbed off if you want a retailer to repair or replace a faulty product. Use our letter to ensure the retailer takes action.
Free download
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 letter to claim a refund for a faulty download.