Does the Consumer Rights Act apply to private sales?

No — it only applies when buying from a trader. For private sales, "buyer beware" applies unless the seller misrepresented the goods.

What if the retailer says to contact the manufacturer?

Your contract is with the retailer, not the manufacturer. The retailer is legally responsible. You can pursue a manufacturer warranty claim separately, but the retailer cannot force you to.

The retailer has gone bust — can I still claim?

If you paid by credit card, Section 75 of the Consumer Credit Act gives you a claim directly against the card provider for purchases between £100 and £30,000. For debit cards, raise a chargeback within 120 days.

What counts as a fault vs fair wear and tear?

A fault is a defect that was present at the time of sale or arose from a manufacturing issue. Normal deterioration through use is not a fault. Accidental damage is not a fault. The line can be argued — an independent inspection helps.

Can I claim if I bought online?

Yes, and you also have a 14-day right to cancel most online purchases under the Consumer Contracts Regulations 2013 — entirely separate from your faulty goods rights.

What evidence do I need for court?

Proof of purchase (receipt, order confirmation), photos or video of the fault, any written correspondence with the retailer, and ideally an independent repair quote or engineer's report confirming the fault.

Faulty goods: how to claim what you're owed

How to claim for faulty goods in the small claims court under the Consumer Rights Act 2015. Your 30-day, 6-month and longer-term rights explained.

You can demand a full refund with no deduction. The retailer cannot insist on repair or replacement first. This applies to most goods under the Consumer Rights Act 2015.

Fault is presumed to have existed at the time of sale. The retailer gets one attempt to repair or replace. If that fails — or isn't possible — you're entitled to a refund (which can be reduced for use).

You must prove the fault existed at the time of sale. This is harder, but independent repair quotes or manufacturer defect records can help. You may still get a partial refund if repair/replacement isn't possible.

Always claimable if fault confirmed

If you had to send the goods back

E.g. car hire while your car was being wrongly repaired

Must be reasonably foreseeable — e.g. spoiled food if fridge failed

Recoverable if you win

How to claim for faulty goods through the small claims court

Your Consumer Rights Act 2015 options for faulty goods and the steps to take if the retailer refuses.

Identify your consumer rights window

Within 30 days you have a short-term right to reject. Between 30 days and 6 months the trader must repair or replace first. After 6 months you must prove the fault was present at sale.

Report the fault to the retailer in writing

Email or write to the retailer setting out the fault, when you bought it, and what remedy you want. Keep a copy.

Reject the goods or request repair or replacement

State clearly whether you are rejecting (for full refund) or requesting repair or replacement. The trader has one opportunity to repair before you can escalate.

Send a Letter Before Action

If the retailer refuses or ignores you, send a formal Letter Before Action giving 14 days to resolve the matter or you will issue a court claim.

File via Money Claim Online

Issue your claim through MCOL (moneyclaim.gov.uk). Include the purchase price, any consequential losses, and the court fee.

Who is responsible, and who is not

Your contract is with the retailer who sold you the goods, and the Consumer Rights Act obligations sit with them. It is not your job to deal with the manufacturer, and a retailer who tells you to “take it up with the maker” is wrong. Put that in writing early — it usually ends the argument.

A manufacturer’s warranty sits alongside your legal rights rather than replacing them. If the warranty has expired but the fault suggests the goods were never of satisfactory quality, the statutory route is still open. Equally, if the warranty offers something better or faster than the law, use it.

Buying from a private seller changes things sharply. Satisfactory quality and fitness for purpose do not apply between private individuals. What survives is that the goods must match the description, and that the seller must have the right to sell them. “Sold as seen” carries real weight in a private sale and almost none when a trader uses it.

If you paid by credit card and the item cost more than £100, section 75 of the Consumer Credit Act 1974 makes the card provider equally liable. That is often the fastest route when a retailer has stopped replying or gone under.

Proving the fault was there from the start

For the first six months the law assumes any fault was present at the point of sale, and it is for the retailer to show otherwise. After six months that assumption flips, and the burden is on you. This is the point at which most claims are won or lost, so it is worth knowing what actually persuades a judge.

An independent repairer’s written report saying what failed and why — ideally that it was a manufacturing or design issue rather than wear, misuse or accidental damage.
Evidence the same fault is widely reported on that model, such as a recall notice or a manufacturer service bulletin.
Your own record: when it failed, how it was used, what you did about it, with dated photographs or video of the fault occurring.
Proof you followed the instructions — servicing records, correct fuel or consumables, no unauthorised modifications.

An independent report typically costs less than the court fee on a mid-value claim, and it is recoverable if you win. Retailers frequently settle on receipt of one, because it converts your opinion into evidence.

You have six years from purchase to bring a claim in England and Wales. That is the limitation period, not a guarantee the goods should last six years — what is reasonable depends on the price and the type of product.

Your rights under the Consumer Rights Act 2015

Your rights depend on how long ago you bought the goods. There are three distinct time periods.

Goods must be of satisfactory quality, fit for purpose, and as described. Digital content and services have similar protections under the same Act.

What you can claim for

Item	Notes
Purchase price (or partial refund)	Always claimable if fault confirmed
Return delivery costs	If you had to send the goods back
Replacement hire costs	E.g. car hire while your car was being wrongly repaired
Consequential losses	Must be reasonably foreseeable — e.g. spoiled food if fridge failed
Court filing fee	Recoverable if you win

Step-by-step: how to force a refund

Small claims court process

Letter Before Action

Unpaid invoice claims