Home > FAQs > Is the Shop or Manufacturer Responsible for Faulty Goods?

Is the Shop or Manufacturer Responsible for Faulty Goods?

By: Sarah Clark (ILEX) - Updated: 20 Jul 2017 | comments*Discuss
 
Rights Consumer Warranty Faulty Goods

“I bought a washing machine from a big high street electrical shop two months ago, and it’s still under the manufacturer’s warranty. I started having some problems with it last week, where it wasn’t taking the fabric conditioner in.

I checked the manual and did all the things it told me to, but it’s still not working. I even rang up the manufacturer to see if their helpline had any advice, but they said I’d tried everything and should go back to the shop.

I went into the shop to ask them if they would give me a replacement machine or my money back. They said that because the machine was still under warranty, I needed to ask the manufacturer to repair it, or replace it, and it was nothing to do with them. Both of them are blaming each other and in the meantime my machine won’t work. What can I do”

Advice

Your rights are with the retailer.

Legally, you have a contract according to the Sale and Supply of Goods Act, and that contract is with the retailer, the person who you paid your money to, and not the manufacturer. Any rights that you have against the manufacturer, such as a warranty, are in addition to your legal rights in consumer law, and so you don’t have to rely on that. Your first port of call should always be the shop.

What are my Consumer Rights with Faulty Goods?

Whenever you buy goods from a shop, they must be of satisfactory quality. This takes into account issues such as how long you would expect that type of item to last (durability); freedom from minor defects; safety and even appearance. In your case, the machine isn’t doing what you would expect it to. You’ve only had it for two months and already it’s stopped working properly. Most people would expect a brand new washing machine to last more than two months without developing this type of problem, and the law says that if a fault develops in the first six months, it’s deemed to have been there when you purchased it.

This puts the shop in breach of their contract with you, and entitles you to redress from them. What you’re entitled to is always what’s ‘reasonable’ under the circumstances, so you may be able to push for a refund, but you might have more luck if you ask for a replacement machine, or a free repair. Of course, if the machine is playing up after only two months, a repair might not be acceptable to you. Negotiate with the shop and make it clear that you know your rights.

What are my Rights with the Warranty?

A warranty from a manufacturer can be useful, and it’s in addition to your specific legal rights. If this type of fault developed after six months, it would be harder to prove that the fault was there when you bought the machine, and the responsibility to do so would be on you, rather than the shop. It could end up costing you more to prove who’s at fault than it would to buy a new washing machine!

In this scenario, call on the warranty and see if you can get the machine repaired free of charge. Read the terms and conditions first, you might have to pay a call out charge, or there might be a fee. Some warranties also provide for a replacement if the goods can’t be repaired. Remember though, that any free warranty is an extension to your consumer rights, and harder to enforce. If you actually pay for a warranty (which many retailers like to try and make you do) it does make things slightly different as you then have a separate contract with the company who operates the warranty.

You might also like...
Share Your Story, Join the Discussion or Seek Advice..
[Add a Comment]
I bought a well known Fitness tracker from a well known UK online store about 12 months ago The trackers bracket separated from the tracker just coming up to the year mark. That particular model has since been withdrawn from the market even and even though this is a very widely reported fault the manufacturer is offering this as a replacement or a 50 percent discount on any of their other models Is it to late to contact the retailer, I assume my contract is with them and ask them for a settlement I would be prepared to accept the model which replaced the withdrawn one Many thanks
Kevin - 20-Jul-17 @ 12:39 AM
Ordered chairs from a company in Sept 2017 who ,Unknown to us ,were in financial trouble. We could not reach them by phone or email. We had paid a £2000 deposit with £2000 on delivery. They appeared on Watchdog and were clearly going to go into liquidation (which they did). We wrote off £2000 as paid by cheque (they said credit cards could not be used) In December 2017 received a call from the manufacturer of the chairs saying they had reached an arrangement with Trading Standards to supply the chairs if we paid them on receipt.Dubious but company appeared to have a good reputation so went ahead. Chairs not delivered on due date. Tried to cancel but got a sob story. Agreed a new date,chairs delivered and payment made of £2000. Within 2 weeks the chairs developed problems in the seats. They advised we were not sitting on them correctly. We advised that we wanted a refund under the Consumer Act. They advised that they weren't the retailer and weren't liable. We advised that they had become the retailer by taking the £2000. They insisted that liability was with the original company and they would repair the chairs which they admitted were faulty . We refused and insisted we wanted a refund. Basically an impasse was reached
Geoff - 18-Jul-17 @ 10:15 AM
Bought a Sekonda watch in the Duty Free shop at Cardiff airport on 30th May. Didn't wear it on holiday. Took it out of the box when arrived home but found the catch was faulty. Sometimes it closed securely, sometimes it felt it had closed but actually hadn't. Sent it to Nuance who run the shop on 11th June for either replacement or refund. Been told this could take 6 weeks! What are my rights?
Knh316 - 16-Jul-17 @ 6:20 PM
Hi. I bought an Xbox elite Controller 5 months ago. The top left bumper button has become loose, making it difficult to use, and likely to fall off. I contacted Argos where I purchased it and they insisted I contact the Microsoft, the manufacturer, instead. What are my options?
gcarlin1 - 11-Jul-17 @ 10:04 AM
Papas1982 - Your Question:
Hi, I bought a golf trolley 11 months ago. It's got a two year warranty and has broken this afternoon. Do I chase the retailer or the manufacturer?

Our Response:
If you want to claim under the warranty, take a look at the terms and conditions; there will be details about who to contact (it's more likely to be the manufacturer). If you want to claim under your consumer rights (because you expected it to last longer), then as it is more than 6 months since you purchased the product, you must prove that the product was faulty at the time of purchase. You may need an expert report to prove this.
ConsumerRightsExpert - 6-Jul-17 @ 9:38 AM
Hi, I bought a golf trolley 11 months ago. It's got a two year warranty and has broken this afternoon. Do I chase the retailer or the manufacturer?
Papas1982 - 3-Jul-17 @ 9:21 PM
Bluebell - Your Question:
Bought a laptop from AO delivered 24/06/2017 which was faulty. AO contacted Accer and they replaced the laptop on 29/06/2017 this has the same fault. We have contacted AO and they have said because Accer have replaced the laptop our contract is now with them - is this correct.

Our Response:
No, your contract remains with the retailer who sold you the laptop in the first place.
ConsumerRightsExpert - 3-Jul-17 @ 10:49 AM
Bought a laptop from AO delivered 24/06/2017 which was faulty. AO contacted Accer and they replaced the laptop on 29/06/2017 this has the same fault. We have contacted AO and they have said because Accer have replaced the laptop our contract is now with them - is this correct.
Bluebell - 30-Jun-17 @ 8:45 PM
Mz7 - Your Question:
I purchase an electric towel rail (around February/March time this year)Had it fitted by a qualified electrician in May as I moved into a new house.The rail over heated and melted the plastic supports that hold it to the wall and hold the rail in position-these supports are secured to the wall, go through the rungs in each corner and then have a cap to hold in place-all plastic.This alone makes no sense that they are plastic!I do not want a replacement as there is no way I am risking a fire as the rail was so hot I couldn't actually touch it even after just 10 minutes of it being on.Also I cannot take that risk by having the same plastic supported rail-the company say all rails have plastic supports but I did agree as I have found one where the supports do not go through the rungs to support it.Where do I stand with this?

Our Response:
If they are willing to offer you the one you one as a replacement, we suggest that is good solution?
ConsumerRightsExpert - 27-Jun-17 @ 10:19 AM
I purchase an electric towel rail (aroundFebruary/March time this year) Had it fitted by a qualified electrician in May as I moved into a new house. The rail over heated and melted the plastic supports that hold it to the wall and hold the rail in position-these supports are secured to the wall, go through the rungs in each corner and then have a cap to hold in place-all plastic. This alone makes no sense that they are plastic! I do not want a replacement as there is no way I am risking a fire as the rail was so hot I couldn't actually touch it even after just 10 minutes of it being on. Also I cannot take that risk by having the same plastic supported rail-the company say all rails have plastic supports but I did agree as I have found one where the supports do not go through the rungs to support it. Where do I stand with this?
Mz7 - 24-Jun-17 @ 9:30 AM
Markus - Your Question:
I bought a jacket on line in the UK. As they stated that they do not deliver to France where I live I had it sent to a friend in the UK. Unfortunately, it started to fall apart. I contacted the manufacturer and explained the problem that I needed a replacement along with photographs and details of purchase which was only 3 months ago, explained the problem about where I live and could they send a replacement to France as the on-line shop won't deliver to France and there reply was you must deal with the on-line shop. Sent a email to the manufacturers MDwho has little interest in helping me. I am not going back to the UK for some time, please could you advise if the manufacturer has any responsibility? but go there occasionally and pick up any goods I have previously ordered.

Our Response:
No, it's the retailer's responsibility. They have a duty to repair or replace faulty items within 30 days and 6 months of purchase. If they don't deliver to France, you will have to accept a delivery of the replaced or repaired item to the original address (your friend in the UK). You friend could then send it on to you, if she was willing (you'd reimburse her for any cost of course).
ConsumerRightsExpert - 21-Jun-17 @ 12:36 PM
I bought a hoptpoint washing machine from currys 28.11.16. The door won't connect to the memory board to confirm the door has locked. I contacted hoptpoint 21.05.17 They didn't have a engineer available until 25.06.17 when he came he confirmed this was the problem. He ordered the part from my home. I've contacted them a few times since then and they have told me that once it has come in the engineer will be in touch. It will be month on Wednesdayand I'm still waiting. It is still covered by the warranty. I have to take my washing to my sister's get it done. What can I do?
Angie 64 - 19-Jun-17 @ 10:15 PM
I bought a jacket on line in the UK. As they stated that they do not deliver to France where I live I had it sent to a friend in the UK. Unfortunately, it started to fall apart. I contacted the manufacturer and explained the problem that I needed a replacement along with photographs and details of purchase which was only 3 months ago, explained the problem about where I live and could they send a replacement to France as the on-line shop won't deliver to France and there reply was you must deal with the on-line shop. Sent a email to the manufacturers MD who has little interest in helping me. I am not going back to the UK for some time, please could you advise if the manufacturer has any responsibility? but go there occasionally and pick up any goods I have previously ordered.
Markus - 19-Jun-17 @ 4:15 PM
Claree - Your Question:
Advice needed. 4 month old hotpoint washing machine needs new motherboard already, bought from Costco, had an engineer out and now awaiting part with eta of 23/06/17, engineer came out 5/06/17, knew what problem was before came and still didnt have parts. so now more time off work and inconvenience of no washing machine. what is the best course of action as I think the machine should be replaced or refunded.

Our Response:
If a fault is discovered within the first 6 months from delivery, it is presumed to have been there from the time of delivery. You can choose for the retailer to either repair the product, or replace the product but the retailer may refuse one option if they can show that your choice is disproportionately expensive compared to the alternative. You can return the product for a refund following circumstances:
Repair or replacement isn't possible
Repair has been unsuccessful
Replacement is not possible and repair would take an unreasonably long amount of time
Repair or replacement would be significantly inconvenient
The cost of repair or replacement is disproportionate to the value of the product
The replacement product also turns out to be faulty
ConsumerRightsExpert - 15-Jun-17 @ 12:19 PM
Advice needed. 4 month old hotpoint washing machine needs new motherboard already, bought from Costco, had an engineer out and now awaiting part with eta of 23/06/17, engineer came out 5/06/17, knew what problem was before came and still didnt have parts.so now more time off workand inconvenience of no washing machine.what is the best course of action as I think the machine should be replaced or refunded.
Claree - 12-Jun-17 @ 1:01 PM
just purchased a mobile phone from argos .its covered for 30days after that if any thing goes wrong with it i was told i would have to send it back to the manufacturers surely this information is incorrect .?
bugsy - 24-May-17 @ 5:17 PM
Help! I bought a shower from a well known online retailer on 27th April. It was plumbed in on 13th May but has a fault which means that it's leaking internally. I asked the retailer to arrange for collection of the shower and to replace it, but they've said that I should contact the manufacturer. I think they should accept responsibility. Am I right? It's within the 30 day period, but I'm not sure if that applies with online purchases. Thanks!
LornaB - 17-May-17 @ 8:22 PM
I brought a beko tumble dryer in2013 than was replaced by company 2015 since than it's recently over heated never cut of and the plug turned black from tumble and burnt socket on the wall the same model has been recalled but not my serial number beko don't want to no even tho my tumble dryer is doing same fault as the recalled ones what should I do next as been pushed from one person to the next
Potty - 5-May-17 @ 5:53 PM
B&Bowner - Your Question:
Monday 12th December 2016 - We purchased a new combi boiler from a retailer, total cost of install - £1695 + VAT = £2034. Sub-contractors installed the boiler. Worked okay for a few weeks, then suddenly in mid-January, the hot water failed on several occasions. Mysteriously the temp gauge would drop rapidly but the burners would fail to kick-in. Monday 13th February 2017 - First repair attempt failed within days. FOUR further visits from engineers over the last TWO MONTHS, each engineer going away saying they had fixed it - they hadn't! In desperation we videoed the temperature gauge falling to below 13 degrees during one of the many hot water malfunction episodes and sent it to both the retailer and the manufacture. The manufacturer is claiming there is nothing wrong with the boiler and is blaming the system. The retailer has had an independent engineer check the system and everything is as it should be. The manufacturer is refusing to believe that their sub-contractor hasn't fixed the problem and so is refusing to replace the boiler free of charge. We have quoted the Consumers Right Act to the retailer - it's their responsibility in law to either repair or replace, however it seems we are stuck between a rock and a hard place and in the meantime we continue to live with a BRAND NEW combi boiler that quite randomly suddenly decides it's not going to give us any hot water - We own and run a B&B Guesthouse, this situation is extremely detrimental to our business, we have had several guests complain in person and as well as online about the hot water issue and it's very stressful not knowing if and when the boiler will fail next! - PLEASE HELP, any advice would be greatly appreciated, thank you.

Our Response:
If the item is faulty the retailer has to repair or replace it free of charge within 6 months of purchase unless the retailer can prove it wasn't faulty when it was purchased. Even if it wasn't faulty at the time of purchase and has developed a fault that indicates it is not of satisfactory quality or "fit for purpose" your consumer rights still apply. The retailer should be dealing with this...it's up to them to claim back from the manufacturer. Send a letter saying this is a breach of the Consumer Rights Act 2015 and that you intend to take legal action. If this doesn't have the desired result, you will have to pursue it via the court (the small claims court may be the best option).
ConsumerRightsExpert - 3-May-17 @ 11:18 AM
Monday 12th December 2016 - We purchased a new combi boiler from a retailer, total cost of install - £1695 + VAT = £2034. Sub-contractors installed the boiler. Worked okay for a few weeks, then suddenly in mid-January, the hot water failed on several occasions. Mysteriously the temp gauge would drop rapidly but the burners would fail to kick-in. Monday 13th February 2017 - First repair attempt failed within days. FOUR further visits from engineers over the last TWO MONTHS, each engineer going away saying they had fixed it - they hadn't! In desperation we videoed the temperature gauge falling to below 13 degrees during one of the many hot water malfunction episodes and sent it to both the retailer and the manufacture. The manufacturer is claiming there is nothing wrong with the boiler and is blaming the system. The retailer has had an independent engineer check the system and everything is as it should be. The manufacturer is refusing to believe that their sub-contractor hasn't fixed the problem and so is refusing to replace the boiler free of charge. We have quoted the Consumers Right Act to the retailer - it's their responsibility in law to either repair or replace, however it seems we are stuck between a rock and a hard place and in the meantime we continue to live with a BRAND NEW combi boiler that quite randomly suddenly decides it's not going to give us any hot water - We own and run a B&B Guesthouse, this situation is extremely detrimental to our business, we have had several guests complain in person and as well as online about the hot water issue and it's very stressful not knowing if and when the boiler will fail next! - PLEASE HELP, any advice would be greatly appreciated, thank you.
B&Bowner - 2-May-17 @ 2:42 PM
Azure - Your Question:
Shop I bought from is still there but it is owned by an entirely different and unrelated company. Who is responsible for fixing or replacement of faulty goods. Thanks

Our Response:
Did the product come with a warranty/guarantee? If so it might be worth contacting the manufacturer. If the retailer is still around - operating as the business, but in a different location, they will still be responsible. If they have gone into administration or simply closed down, and the manufacturer can't help, then your credit card company might be able to.
ConsumerRightsExpert - 2-May-17 @ 11:53 AM
Please try to keep your posts short and do not include names of individual contractorsetc. If they do, we may have to remove them. Thanks.
ConsumerRightsExpert - 2-May-17 @ 11:48 AM
Shop i bought from is still there but it is owned by an entirely different and unrelated company.Who is responsible for fixing or replacement of faulty goods. Thanks
Azure - 1-May-17 @ 8:52 AM
we purchased a Vax hoover, not carpet cleaner. it states for hard floors, short or deep pile had new carpet in January and have been noticing significant loops of the pile coming out whilst hovering the carpet , on the recommended setting. I'm concerned that if I continue the carpet will be ruined.hoover was purchased from Argos and still in warranty. We made complaints but Vax won't agree its because of the hoover. Argos wont take it back as its not broken, in the meantime I'm without a hoover. I wondered if anyone else is having similar problems, or have any advice we may fine useful
lea - 28-Apr-17 @ 2:28 PM
I bought a sofa from scs. I've had the sofa since the end of 2013. The base of the sofa has completely fallen through. The wood has snapped and pushed through the material. I have tried calling customer services and they have told me I have to pay £75 for someone to come out and look at the sofa. This doesn't seem right, but apparently it's in the contract. I asked to speak to a manager and they refused to let me. I called up twice and my husband called once. They gave me an email that started with "customer service" so can only assume it will go straight back to them. I tried the email and it's invalid. I know people say "it's your right" but that doesn't help unless you practice law. If I could afford to take SCS to court I wouldn't be buying my sofa from them in the first place. Are they all just allowed to make the rules as they go and rip us off and we have to just take it? They are effectively making money out of producing bad workmanship...this can be legal???
Mandy - 6-Apr-17 @ 1:33 PM
Magz - Your Question:
Hi I brought a sofa from kc sofas in nottingham in aug 2016 I received my new sofa oct 24th when it was delievered I made them aware the scatter cushions where wrong so I was told they would be re ordered and would receive them in 2wks I received them 8 wks later to then be the wrong colour so I contacted kc sofas again to be told they knew what had happened and the swatch was similar but it would be replaced within 2wks again it took over 6 wks to which I did receive the correct cushions in this time I noticed that the fabric on the underside of the cushions was worn and holes where starting to appear so I sent them pictures of this when they came they lkd and agreed the springs rubbing was causing the problem so they would have new covers made and as the factory that made the cushions was seperate to the factory that made the covers I would have them in 2wk to which at the 13tn of march was 6wks still waiting I have been told its not their fault its the manufacturers fault they are trying I was informed I would receive them wk ending 17th march of which I havent I rang citzens advice and was told of my rights that due to the inconveinece and stress this is causeing I am within my rights to ask for a price reduction or to reject the sofa as I havent even owned it 6mths I have emailed this to the company of which he states I have been mis informed and they have 8wks to respond and 3mths to repair of which none of this was mentioned in previous conversations the sofa is also under warranty for 12mths but as the scatter cushions was now resolved this is now a new complaint and that is the time bracket they have to deal with this I was also told that I shud'nt be takeing information from the citzens advice as its mis informed I have to contact the retailer ombudsmen what I need to know is am I in my rights and some form of information as to what my legal rights are under the law as I feel im being fobbed off and they are just playing for time as what shud of been 2wks was to 6wks I was now told told today in a telephone call from kc sofas will or could be another 2wk wait thks marie

Our Response:
No, the Citizens Advice is correct. If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund (or a price reduction - if you wish to keep the product). The legislation that applies is the Consumer Rights Act 2015. The relevant points are in section 24 parts 5 and 6 as follows:
A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations
(a)after one repair or one replacement, the goods do not conform to the contract;
(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.
(6)There has been a repair or replacement for the purposes of subsection (5)(a) if—
(a)the consumer has requested or agreed to repair or replacement of the goods (whether in relation to one fault or more than one), and
(b)the trader has delivered goods to the consumer, or made goods available to the consumer, in response to the request or agreement.
ConsumerRightsExpert - 21-Mar-17 @ 12:15 PM
Hi i brought a sofa from kc sofas in nottingham in aug 2016 i received my new sofa oct 24th when it was delievered i made them aware the scatter cushions where wrong so i was told they would be re ordered and would receive them in 2wks i received them 8 wks later to then be the wrong colour so i contacted kc sofas again to be told they knew what had happened and the swatch was similar but it would be replaced within 2wks again it took over 6 wks to which i did receive the correct cushions in this time i noticed that the fabric on the underside of the cushions was worn and holes where starting to appear so i sent them pictures of this when they came they lkd and agreed the springs rubbing was causing the problem so they would have new covers made and as the factory that made the cushions was seperate to the factory that made the covers i would have them in 2wk to which at the 13tn of march was 6wks still waiting i have been told its not their fault its the manufacturers fault they are trying i was informed i would receive them wk ending 17th march of which i havent i rang citzens advice and was told of my rights that due to the inconveinece and stress this is causeing i am within my rights to ask for a price reduction or to reject the sofa as i havent even owned it 6mths i have emailed this to the company of which he states i have been mis informed and they have 8wks to respond and 3mths to repair of which none of this was mentioned in previous conversations the sofa is also under warranty for 12mths but as the scattercushions was now resolved this is now a new complaint and that is the time bracket they have to deal with this i was also told that i shud'nt be takeing information from the citzens advice as its mis informed i have to contact the retailer ombudsmen what i need to know is am i in my rights and some form of information as to what my legal rights are under the law as i feel im being fobbed off and they are just playing for time as what shud of been 2wks was to 6wks i was now told told today in a telephone call from kc sofas will or could be another 2wk wait thks marie
Magz - 18-Mar-17 @ 3:09 PM
Madeincornwall - Your Question:
Won £100 voucher in a golf tournament. Added £29 to it and bought a GPS Skycaddie. Took home, did not work. Went back to golf club. Professional made lengthy phone call to Skycaddie. Went home followed advice. It did not work. Phoned Skycaddie myself. I was emailed a postage sticker to send faulty item back to them, bypassing retailer. Replacement I had to was troublesome from start. Only worked properly 3 times out of 9. Followed online help forums for nearly 5 hours to no avail. Sent it back to Skycaddie in disgust and as it was a replacement, under consumer law, asked for refund. Refund refused by phone call and I refused another replacement. Was told to take it up with the golf club. Golf professional has moved on. Current professional has no contract with Skycaddie. I have located original professional who has terminated his contract with Skycaddie due to "issues". As Skycaddie asked me to send original faulty item back to them, I feel they should now refund. Your advice would be appreciated please.

Our Response:
Where did you actually buy the item? If the golf club was the retailer then they are responsible. Depending on how long you've owned the item (see our Guide To the Consumer Rights Act 2015 ) you should be offered a repair or replacement. If the retailer (golf club) will not help, then you might have consider the small claims court.
ConsumerRightsExpert - 27-Feb-17 @ 11:32 AM
Won £100 voucher in a golf tournament. Added £29 to it and bought a GPS Skycaddie. Took home, did not work. Went back to golf club. Professional made lengthy phone call to Skycaddie. Went home followed advice. It did not work. Phoned Skycaddie myself. I was emailed a postage sticker to send faulty item back to them, bypassing retailer. Replacement I had to was troublesome from start. Only worked properly 3 times out of 9. Followed online help forums for nearly 5 hours to no avail. Sent it back to Skycaddie in disgust and as it was a replacement, under consumer law, asked for refund. Refund refused by phone call and I refused another replacement. Was told to take it up with the golf club. Golf professional has moved on. Current professional has no contract with Skycaddie. I have located original professional who has terminated his contract with Skycaddie due to "issues". As Skycaddie asked me to send original faulty item back to them, I feel they should now refund. Your advice would be appreciated please.
Madeincornwall - 24-Feb-17 @ 6:28 PM
Tyson - Your Question:
Hi,I bought a watch from the jewellers and had barely worn it,Its spent most of the time in the box with the paper work and is in perfect condition,When I came to put it on the watch wasn't working properly and wouldn't keep the correct time,I took it back and with it still being under warranty they replaced the whole movement due to it being faulty,Since this the watch came with a 12 month warranty for the repair which has expired by 6 months but the watch has the same problem and needs a new whole movement again,This time they have told me they want me to pay for the repair and I don't think this is right as I have only wore it a couple of times since repair and the watch condition is in as good condition as when I purchased it I only ever were it for special occasions,The jewellers have told me to take it up with the manufacturer,But I didn't buy from the manufacturer so could you help me with were the responsibility lies.Thanks Tyson

Our Response:
You haven't said how long you've had the watch for or how long you've had it. Up to 6 months the retailer must replace it or get it repaired. After that you have to prove that the item was faulty at the time of purchase or is not fit for purpose. If it was a very expensive watch it would be expected to last longer than 18 months, but you may need to demonstrate/prove that it's not been kept somewhere that could have damaged it, or have not damaged it yourself etc. We suggest you check with Citizens Advice or Trading standards as you'll be able to show them the watch and the amount you paid etc.
ConsumerRightsExpert - 24-Feb-17 @ 2:23 PM
Share Your Story, Join the Discussion or Seek Advice...
Title:
(never shown)
Firstname:
(never shown)
Surname:
(never shown)
Email:
(never shown)
Nickname:
(shown)
Comment:
Validate:
Enter word:
Latest Comments
Further Reading...
Our Most Popular...
Add to my Yahoo!
Add to Google
Stumble this
Add to Twitter
Add To Facebook
RSS feed
You should seek independent professional advice before acting upon any information on the ConsumerRightsExpert website. Please read our Disclaimer.