A Guide to the Consumer Rights Act 2015

Originally written by Abigail Taylor, updated by the editorial team on 10th October 2025

That sinking feeling when something expensive breaks after a week? Or when someone you paid to fix your boiler makes it worse? The good news: you're not powerless. The Consumer Rights Act 2015 has your back.

If you're not sure whether your situation is covered by this legislation, you can get clarity in under two minutes with our free Consumer Rights Act 2015 Checker.

This law came into effect on 1 October 2015, replacing three older acts: the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Unfair Terms in Consumer Contract Regulations 1999. No more jumping between different laws when you're already stressed about a broken washing machine.

When You Buy Physical Products

Every product you buy must meet three standards. It must be of satisfactory quality (not broken or poorly made), fit for purpose (does what it's supposed to do), and as described (matches what the seller told you).

Your rights depend on timing:

First 30 days: You can reject faulty goods for a full refund. No ifs, no buts. The retailer can't fob you off with a credit note or insist on a repair. Exceptions: digital downloads lose this right once you start downloading, perishable goods need only last their reasonable lifespan, and personalised items can't be returned unless faulty.

30 days to 6 months: Any fault is presumed to have existed from day one: the shop must prove otherwise, not you. You can ask for a repair or replacement. The retailer can refuse only if your choice costs far more than the alternative. You can still get a refund if they can't repair or replace the item, their fix fails, or the replacement is also faulty.

After 6 months: You'll need to demonstrate the fault existed at purchase. This usually means an expert report, which may cost more than the item itself. Worth it for a £2,000 laptop, probably not for a £30 kettle.

Consumer Rights Act 2015 Checker

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Digital Content and Services

Downloaded a game that won't run? Digital content gets the same protection as physical goods: it must be of satisfactory quality, fit for purpose and as described. You're entitled to a repair or replacement first, then a price reduction or refund if that fails. Unlike physical goods, there's no 30-day rejection period once downloading starts.

For services, anyone you pay must do the job with reasonable care and skill, stick to what they've told you, finish within a reasonable time, and charge a reasonable price if you haven't agreed one upfront.

If work goes wrong, demand the trader puts it right for free. Can't be fixed? You're entitled to money off: potentially the full amount if the work's completely useless. If there's no agreed deadline and work drags on, set a reasonable deadline yourself. Still not done? Cancel and claim the extra cost of getting someone else to finish.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Online Shopping: Extra Rights

The Consumer Contracts Regulations 2013 give online and phone buyers a 14-day cooling-off period starting when goods arrive. Changed your mind? Send them back. You get another 14 days to actually return items.

Exceptions apply: custom-made items, perishable goods, sealed hygiene products, and sealed media once opened.

Contract terms must also be clear and fair. Hidden charges, one-sided cancellation rights, excessive penalty fees, and confusing small print may all be unenforceable. Spot something dodgy? Write to the company first: unfair terms won't stand up in court. Still stuck? Citizens Advice can help.

Making It Work For You

Your first step is always the retailer, not the manufacturer. Bought a Samsung TV from Currys? Deal with Currys. Keep receipts, photograph faults, and note conversations.

Don't let shops bamboozle you with "store policy". Your statutory rights override any policy. Extended warranties are extras on top of your legal rights, not replacements. If staff say "contact the manufacturer", remind them your contract is with them: they sold it, they sort it.

These rights apply to UK purchases from businesses. Buying from individuals on Facebook Marketplace gives you far less protection.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Consumer Rights Act 2015 Checker lets you check your rights under the Consumer Rights Act 2015. Covers goods, services and digital content. Takes 2 minutes. Try it now →

75 questions

Ask Consumer Rights Expert a Question

ConsumerRightsExpert Editor 09/04/2026 at 7:10 pm

@cnw What a frustrating situation with your carpet. The good news is that the Consumer Rights Act 2015 actually gives you up to six years to claim for faulty goods or services in England and Wales, not just twelve months. If the carpet was incorrectly fitted causing the fraying, this could be considered a breach of the requirement that services be carried out with reasonable care and skill.

The warranty period the shop mentioned is separate from your statutory rights. You may still have a valid claim, especially as the fault appears to stem from the original installation rather than wear and tear. If they've potentially made things worse by removing and refitting the carpet, document everything with photos.

I'd suggest contacting Citizens Advice or a consumer rights specialist who can help you understand your options and potentially draft a formal complaint to the company.

cnw 14/05/2024 at 7:16 pm

I had new laminate fitted in the hall, and new (matching colour) carpet fitted on stairs, landing and bedrooms, in a house which was rented out immediately after. The tenant had the carpet from new. He left 1 year later, at which point I noticed that the carpet on the bottom step was fraying. I believe it had been cut too short. The regular inspections hadn't picked up on this.

I contacted the carpet shop, and they said it was no longer under warranty as I was just outside of the 12 months, but as a goodwill gesture, they would replace the bottom 2 steps. They told me they had just 1 roll left of the carpet.

They attended the property, removed the carpet from those steps, then realised that the roll they had didn't match. So they replaced the old carpet. (I have yet to see if they did a good job or not).

Assuming they did a good job of putting it back, where do I stand with the fraying? Do I have consumer rights that protect me, even though I didn't report the problem within the 12 months? If the carpet was cut too short, it was cut too short. They are saying there's nothing more they can do, because if I'd reported within the 12 months, they would have been able to replace it.

If they've made the problem worse by removing the carpet then putting it back, do I have any additional rights?

I've searched but can't find anything relevant on carpet FITTING, only on carpet quality. Please help!

I just want the carpet to look good and last a few more years. I think at worst I would accept new carpet on the stairs and landing, and put up with it not matching the bedroom carpets and hall laminate. I appreciate I can't expect new carpets and laminate throughout!

Francis 25/03/2022 at 4:10 pm

I placed an order for 3 and 2 seater sofa back in October 2021. I was told in writing that delivery is up to 18 weeks. we are now in March come April and I am told that there is a further till the end of May. I wish to cancel and have my £1500.00 depopsit and I am told that tyhey don't refund on delays.
Where do I stand as it goes?
I am not prepared to wait any longer.

Yvette Jones 03/03/2022 at 4:41 pm

Hi bought a three seater sofa from furniture village, high end over £4000. Delivered end nov 21. Jan 22 contacted them to say that all fixed back cushions "sagging" so that the sofa is not at all even. The cushion backs have compressed. The person came out to review it this week. Stating that we have to allow a 20% sagging even though sofa only two months old , tow people in house, 1 of whom has been away for month of January. We work so only sit from 8pm in the evenings. We have never owned an expensive sofa before and we are really unhappy. What can we do?
Thanks very much.

Michelle 28/06/2021 at 10:49 am

Hi recently bought a carpet, after 3 months it now looks like it's been down 20 years, the areas that get walked on are worn, matted, lighter and looks generally scruffy. I sent the shop some photos to which they forwarded onto the manufacturer, they got back to the shop and said its pile reversal and not a manufacturing issue and therefore the shop are now refusing to replace. No one has been out to look at it. I don't feel it's pile reversal as the colour should change appearance when looking from the opposite angle....mine does not. Just hoping for a bit of advice and guidance on where to get help. The carpet cost me £700 and now looks awful :(

Shannon 13/08/2020 at 1:40 pm

I purchased a carpet February 2019.
The carpet looks horrendous now, it's all matted and different shades.
I was assured by an employee of the company that this carpet would last and stand well with wear.
I've had a man out to inspect and the response I've had from email is stating that it's just wear on the fibres and no defect with the carpet.
They're basically refusing to solve the issue.
The carpet is just over a year old and it looks like it has been down for many years!

What are my rights as a consumer?

Tracy 07/08/2020 at 2:37 pm

Hi, I bought a sofa 10 months ago via Amazon... It was from one of their 3rd party sellers.... Its has now fallen apart to the point of being dangerous.... I have Contacted amazon at least 6 times to try and get a solution and get fobbed off everytime. What are my rights please
Tracy

suelou 18/03/2020 at 12:41 pm

We purchased an external composite door from b and q on finance which we are still paying, supplier is crystal windows, but 3 years later the part around the glass had faded from whit to a yellowish cream colour. We have asked for a replacement door which originally on phone b and q said they would but crystal have said they want to change the part that’s discoloured instead. We are not happy with this taking bits of door and replacing them with further bits and we want a replacement door. The door was not fit for purpose. Can you please advice us. Thank you

JO 19/12/2019 at 1:05 pm

Hi, we bought a carpet and fitter appeared and advised that the size 13x13 would be too short to fill the hall, carpet was swapped for 14x13 correct size, and fitter started job, he completed job which looked ok from bottom stairs, however he remarked that he was not complete when my wife tried to view the top landing and blocked her from going upstairs, she did not notice until he was paid and left, but the fitter had used the shorter end of the carpet, the 13" side to run the hall, and it was a foot short, this was patched up,. if he had used the 14" side, it would have ran the full length, he was booked from Facebook where he advertises, he works full time from Facebook, no contact numbers, only Facebook, is there anything we can force?, he is still on Facebook, thank you

Giizmo49 28/09/2019 at 3:30 pm

I purchased a Sony TV for 3999£ just under a year ago. The tv has become defective through no fault of our own. The actual TV has been discontinued due to the issues. As I don't want another Sony. I have asked for another brand. I have been only offered 2600£ in vouchers from Currys and as we purchased this through their creation finance plan. We have been told we still have to pay for the TV even though there is a fault and we no longer have the TV. Can anyone help as what rights we have and how to resolve this issue.

Bab 10/05/2019 at 3:57 pm

Hi I purchased a table from scs 2017 cost over £1000 my table has started to split. What are my rights.

Irate dfs customer 16/04/2019 at 8:06 pm

I have spent £2700 in DFS on a sofa we got it Sept 2016, by 16 ish months later we had had enough of discomfort and contacted DFS who came out and re padded the front across the bar where it was flat. Within a couple of months this had also flattened completely, again DFS came out and re stuffed it, so much so that the leather began flaking off and the stitching began to rip the leather along the seems. So contact them again and they we going to re build the base section but would have to order parts in. So month later, they called saying it'll be another 4 weeks. They phoned again saying not in yet be another 2 weeks, then again. Eventually they came couple of days before xmas and replaces the padded parts of the base, not the frame or springs.....so as we expected this has gone flat and the frame can be felt easily under my legs. So, because of THEIR delay they are now saying its over 2 years....WHAT!! it wasn't when the fault developed but thanks to their delaying it is now. So another manager came out who actually agreed it wasnt right, the springs give and you feel the frame evidently under your.bum and legs. He was going to discuss with another manager. Today they responded with 'its out of 2 year frame n spring warranty and we have to pay. I havr a 10 year guarantee that states frame and spring so they are fibbing AND it their fault it has gone over 2 years anyway. Please advise.

Jenny 14/03/2019 at 5:55 pm

We bought my platinum and diamond engagement ring in June 2018. We got engaged in January this year so I have only been wearing the ring for 2 months. The band is very misshapen and a diamond has fallen off the band. It cost £3750, what are my rights please.

Mags 04/09/2018 at 4:46 pm

Hi I bought a carpet which want cheep for the stairs and landing , but after a would say 3 months ,, I found that the carpet was loosing its pile . Would say on the stairs and by the bartroom ,, I wasn’t happy so I contacted the man who sorted carpet and fitted it ,, he can round had a look but he said it seems ok ,, he then sent a guy to look and said it was ok ,, and as I keep looking at it I don’t think it is right and it’s worn at some places ,, yes it’s a carpet that it’s light and dark shards ,, but when you rub the carpet to the same pile you can see marks
I’m not happy at all
To day I have the guy again and going to send me the letter ,,and did say I needed that as I want to go trade and standards but I don’t know what to do many thanks j

Rip9rip 26/04/2018 at 12:49 pm

Bought kitchen with Ikea. Installed in Oct 2015.
Notice my Hallviken sink had cracked after doing dishes. Ecomaster came out 2 weeks later ( bearing in mind still using sink) decided my problem not theirs!
After paying a lot of money for this kitchen, and being advised to this "bombproof" sink then the 25yr guarantee does not exist. Is absolutely appalling. I explained to Ikea all that Is done in sink Is dishes and it should be strong enough to withstand few knocks especially since Ikea said it was virtually indestructible.
Is anything I can do Ikea are saying it's not manufacture fault therefore no guarantee.

ConsumerRightsExpert Editor 20/03/2018 at 2:33 pm

If the plumber bought the product, he should chase it up with the retailer as it's still within the 6 month period.

Milly 19/03/2018 at 11:21 am

Hired plumber to fit new bathroom- (November) shower has now developed a fault (plumber supplied shower) rang plumber who says it’s electrical I need to contact manufacturer. He purchased the shower shouldn’t he deal with the manufacturer Thank you

Tabby 07/12/2017 at 6:06 pm

Hi there, I bought a carpet based on a sample in a shop. But the carpet delivered is not as good quality. The e pile density is not as thick or luxurious as the sample and the backing is thinner and not as nice. The carpet fitters also made a pigs ear of the fitting. The retailer says the carpet is the same. Any advice on the next step?

ConsumerRightsExpert Editor 10/11/2017 at 12:25 pm

If it's still less than 6 months since purchase you are entitled to a repair or replacement. If an unsuccessful attempt at repair or replacement has taken place and it is less than 6 months since purchase a refund should be made.

Margaret 08/11/2017 at 10:51 am

Hi i purchased a 3 and 2 seater leather look sofa from SCS and had it delivered on the 4th of May 2017. After having the sofa for only 6 weeks I noticed the sofa was leaning to one side and making a noise when being sat on. I rang SCS to inform them of this for them to send out someone to repair it. The repair man came out and pulled the sofa apart and informed me that it had not been installed correctly. He left advising that he had fixed the problem. A few weeks later the same problem happened again and the material had began to sag on the sofa. Again i called SCS and they sent another repair man out who advised that i keep plumping up the cushions and that the sofa had been fixed again. The sagging of material was not only on the cushions and backrests it was on the sides of the sofa and the bottom. A few weeks later the sofa was still making a squeaking noise when sat on. I again rang SCS who sent out another repair man. He tightened the springs underneath the sofa as he advised they had not been tightened correctly at installation. He also began stapelling something underneath the sofa. When i asked what he was doing and why he was reluctant to give an answer. He left stating the sofa again was fixed. Within 2 weeks of his 3rd visit, the squeaking started on another part of the sofa. I rang SCS again to be told they would send someone out again to fix it. When the repair man arrived he examined the sofa and the squeak and advised again the springs had not been installed correctly. I refused to allow him to repair it as this has been an ongoing problem. I have requested a refund from SCS to which they are saying i am not entitled to. Any help would be appreciated. Thank you.

ConsumerRightsExpert Editor 11/09/2017 at 10:10 am

If you're not happy, the stylist should offer you a full or partial refund. If she disputes your version of events or says it's how you've treated the extensions, ask another salon/stylist to give you an independent opinion.

Swanny01 08/09/2017 at 12:31 pm

Hi all im desperate for some advice
2 weeks ago I got nano ring hair extensions fitted at home. The lady prior to the fitting said no damage would be caused to the natural hair and these would last approx 6 months. After 1 week 6 extensions had fell out and two with white a lot of my own hair attached which had been pulled from my scalp. I contacted the lady to explain and she blamed me saying I was using too much heat. I also explained I had lots of itching and this was normal. 2 weeks after fitting I have noticed that every strand of extension is pulling my own hair out from the scalp and not just little bits. I have contacted the lady and she said she has fitted them correctly but she can't come to have a look at this for another week. I am really concerned that I have paid £220 for two weeks wear and major damage possibly baldness to my own hair. Can someone please advise??

T 06/09/2017 at 8:37 am

On Saturday 2ns September I went to John Lewis and selected a wallpaper to be used for a feature wall in my lounge. I took a picture of the wallpaper from the samples book that I had selected, with the detail label of its dimensions, the prices listed in the sample book and the cover so that I would remember which one I had selected. The price list at the front of the book listed 12 different patterns all at £29 per roll. I also asked a member of staff who referred me to this price list. I then went to place the order with the full sample book in hand. When trying to place the order and work out quantities required with the pattern match I was then advised that the prices were wrong listed in the book and it was actually £86 'per roll'. I agreed to this. But was told that she wanted to speak with the manufacturer first to confirm the amount on a roll. But as this was Saturday, she would call me on the Monday. I then receive a call on Monday to say "actually the price in the front of the book is correct and that it is £29 per roll, and that she would put an invoice for me together so that I could place my order and she emailed me this at 17.30 for three rolls total £86. But when I called to place the order the store had closed. On my way home from work I purchased green paint that matched that wallpaper and painted the rest of my lounge (as I have a new sofa arriving on Saturday 9th September.
So Tuesday 5th September I call the lady again at John Lewis at 10am to give her my credit card details and when she put me on hold for over 10 minutes whilst she was trying to transfer my call to a line near her computer, my house phone started to ring.

I answer, and it is John Lewis customer services asking me to place my order which is 'on hold awaiting payment'. But then she sees the order is for "9p"? I then gave her the reference number that I have on my invoice. She agrees three rolls of wallpaper total amount charged to my credit card £86.

Two hours later, Jane the lady from textiles department calls to apologise for leaving my original call on hold as she could not transfer the call and continues to talk about the wallpaper. I advised her that John Lewis had already called me and taken full payment when she said "no you can't the order is wrong, I have just spoken to the manufacturer and as it is a bespoke wall art, it is actually £29 per square meter and not per roll. Therefore as I require 15 square meters that would cost a over £435!!".

I then said "what, I can't agree to that"! I was completely shocked as I thought this had all been ordered and she said she would arrange a refund.

But I have now painted my lounge a green that I would have never picked normally and was specific to that paper. Can John Lewis actually take my order and then change the price after payment has been made on a credit card or do they have a duty to honour this?

Please advise what I should do?

Best wishes T

Kay 11/07/2017 at 2:01 pm

We brought a new trunk coffee table from SCS recently. This item was delivered on 23rd May 2017, when the delivery man unpacked and put the table together it looked fine until we looked closely after he left and found damage on one of the corners and the bottom shelve is rough on the edges in places. We took pictures of the damage and then we went down to the local store on the same day of the delivery and showed them the pictures. They asked me to send these pictures to the email given by them and we went for response in a few days. Unfortunately, we missed the call and since then, they have been very unhelpful and keep pushing us to pillow to post telling us what we need to do but they are not given us any answers. All we ask them to do is replace the damaged item. Now we had enough of their pushing us around. We need action! Please can you advise me.

ConsumerRightsExpert Editor 03/07/2017 at 10:02 am

If the seafood was "off" you should really have reported it to environmental health to save others from food poisoning. We're not sure what the situation is with food items that have gone off and you can't take them back straight away. You may have to ask a professional consumer rights lawyer.

Irene 30/06/2017 at 5:11 pm

My parents purchased 4 fresh lobsters and 8 oysters from a mobile fishmonger that comes to the town market stall once a week. We were very excited that evening as we couldn't wait to tuck in to the seafood. Unfortunately that evening we discovered that two of the lobsters and one oyster were spoilt and beyond consumption. The lobster meat was mushy. We were shocked and disappointed as we were expecting fresh seafood and it was not the case. Our first instinct was to throw away the off seafood after taking pictures for evidence. Who knows we would have got food poisoning if we have eaten the unfresh seafood.
Two weeks later, I went back to the fish stall. Bare in mind they come only once a week. I would have gone back after the first week but I was busy then. Anyway, I explained the spoilt lobsters and oyster and I just wanted replacement or something, but I was turned away by the boss of the stall. He was unhelpful he told me I should have kept the lobster in the freezer and bring it in to show them. He said my photos I took could have been with other seafood I bought elsewhere! I was so furious as if I would have known all these rules he just said.
They have clearly sold me faulty food, nobody would have known at time of purchase because it's shellfish the goods are behind the shells. I really want to know if I legally deserve a refund or replacement in this matter. Thanks for any comments in advance.

ConsumerRightsExpert Editor 16/06/2017 at 12:57 pm

Yes if you're not happy with the service provided and it was clear was was required before the work was carried out, you should give her the chance to rectify the work, or ask for a refund if she doesn't.

Jo 14/06/2017 at 5:56 am

I took my wedding dress to a seamstress who has messed up the back of my wedding dress and somehow managed to make the dress too tight for me and my bridesmaid when the dresses where altered just 4 week apart from the first fitting. I was unhappy with the changes she has worked on and have requested a refund on the money we had paid her cash in hand which they are refusing. Reading this it's seems I should be able to get a refund but can I just double check before I continue this sagger?

ajnsd1888 25/05/2017 at 9:15 am

hi there can you help I purchased a mattress from my catalogue its over the 28days now as ive been abroad ,, I have noticed the mattress is dipped in the middle which does not look correct and I feel this is not fit for use as I have a bad back .. I contacted the company who said they will need to send a repair man out and will repair if need be .. I don't want it repaired but I am willing to purchase another type of mattress can you advise please

Ella 20/05/2017 at 5:26 pm

I purchased 2 seater and 3 seater reclining sofas plus sideboard,tv unit and nest of tables from Oak Furniture land last Friday. On arrival the 3 seater had 2"gap in cushions, delivery men phoned customer sv stating the fault. He took photos and left. Heard nothing. Monday went into store didnt want to know but offered to phone customer service and I could speak to them. They would send inspector. He came 2 days later. All bars underneath are bent so not to use electric reclining option. He would report his findings to his manager and they will contact me. They have not contacted me but sent an email stating new bars are on order and will be delivered to me in 8 weeks, then i need to make an appointment for taking sofa apart and new bars fitted. I do not want a repaired sofa. Ive spent almost two and a half thousand pounds at oak furniture i want one that is perfect. Can i insist on them taking it back and giving me another? I also had a lamp delivered on sale in the shop for £149 which was a "free gift" when you spend 1.5 grand. It arrived damaged. She asked do you want another or will you accept a refund of £30!!! She has arranged to sendme another. Hopefully it will be ok.

Raddy 12/05/2017 at 12:04 pm

I bought a kitchen with an wilsonart earthstone integrated sink, upon delivery all seemed fine used a bowl within the sink itself, after a period of a month a fine line of dirt developed in the sink did nothing about it stupidly, now it's been in a year and the fine line has now become a crack and leaking I've been into store and been past from pillar to post and back again. Today they came back with, the fault lies with the fitter as he should have reported it as soon as noticed it and will not replace or compensate .
I am also the fitter and the owner,.
If I fitted the sink for another customer I would not have noticed the crack on fitment.
when it was fitted no visible crack was there only after several dirty bowls of water had been poured down the sink did the cracks appear, should I press them further or do I replace myself?

ConsumerRightsExpert Editor 11/05/2017 at 10:09 am

If this repair does not solve the issues, you may be able to ask for a refund or replacement on the basis that you have been put to too much incovenience waiting for repairs already. See the bullet points in the section entitled "30 days to 6 months since purchase" in the above article.

luke 17/02/2017 at 1:45 pm

Hi, my 67 mom recently bought some double glazing windows from a company in hull which said they have a 10 year gaurentee. a week after they were installed the plastic on the front started to peel off and she realized there was gaps all around the windows that whistled when wind blew. The windows where also starting to cause cracks all around the bay windows which the structural engineer we hired said was caused by the windows not been installed properly. Obviously we called the company to come and fix the problems. they came a few times and have it a half hearted go which didn't rectify the problems. so we called again, and again and again. they would either say they would call us back or some one would come around to fix it. no one ever would. occasionally person on phone would get snippy and rude. Today some one, she thinks maybe the owner, turned up and was dismissing everything my mom was saying, she felt intimidated by his attitude. he left saying he will be in touch by monday but after past experiences he probably wont.
What recourse does she have? i just said to tell them enough is enough as it's been almost half a year and they haven't fixed them and to just go to small claims court to get the money back and the money to fix structural problems that the windows created before it gets worse. Is that an option?

Chezzii 10/02/2017 at 11:18 am

I purchased a condenser dryer from littlewoods about 8-9 months ago, once delivered I phoned up candy/Hoover to register it and while on phone took out extra cover, now Iv been having problems with the dryer and they have been out to fix it 4 times, last time was only a week ago and now it's broke again and been told someone will be out next week to look at it and fix it if possible if not they will order the parts needed and then return to fix it. So I'm wondering if this is correct or am I entitled to a new dryer, of the candy/Hoover company or littlewoods were I purchased it from.
Thanks

GHE 31/01/2017 at 1:42 pm

I purchased a kitchen cupboard door online and the item was made to measure. The item arrived damaged and therefore sent pictures to the company (who accepted the damage) and requested a refund rather than replacement (due to time constraints I had to get the item from somewhere else)
The company are claiming that I cannot get a refund, only a replacement as the item was made to measure. Is this true?

GUM69bo 30/01/2017 at 4:03 pm

Hi, purchased a shirt on ebay wore it once, washed it (following label information) colour faded from shirt in huge streaks now unwearable, ebay states not covered yet there is no mention of no cover for clothing post sale, where do i stand after all clothing is meant to be washed at some point surely???

Lolo 15/01/2017 at 9:00 pm

My sept 16 wedding was ruined by staff at war and a terrible manager. The agreements were not delivered and I had to almost project manage for a year. The venue have admitted fault and suggested a 15% refund as a final offer and response to my nearer 25% request. Can I go through small claims?

Trace 10/01/2017 at 8:50 pm

HI I purchased a samsung ecobubble 9kg washing machine from currys it's making a banging noise and bouncing on spin so asked currys for a replacement or refund as it's less than 30 days but was told they have to get a uplift number from Samsung in order to give me a refund or replacement first but samsung are saying that a engineer will need to come out and do a report on the the machine and if it's repairable it will be fixed can I not have a refund or replacement without doing this as it's not 30 days old currys are refusing to give me a refund or replacement

ConsumerRightsExpert Editor 04/01/2017 at 2:44 pm

No, without proof of purchase, most retailers will only offer a credit note.

SamH 03/01/2017 at 5:33 pm

I have been purchased a pair of boots as a gift (hence no receipt) but after one outing they split. I contacted the manufacturer who having seen photos of the damage, asked I take them to their local stockist. I did this and they were sent away. A few weeks or later I received a call from the local stockist confirming that the manufacturer had deemed the boots to be faulty and issued me with a credit note as the boots were no longer in stock or available. I have since shopped around for a new pair of boots and whilst happy to stay with the same manufacturer, I can source the boots cheaper if I buy them from a different stockist to that who sent the boots away. My question is - am I entitled to receive the credit note equivalent in cash so I can purchase the boots from a different retailer or am I obligated to use the issued credit note with the local stockist?

ConsumerRightsExpert Editor 14/12/2016 at 2:15 pm

No. If you were not given the opportunity to examine the items in store you can return them for a full refund within 30 days of purchase. Please read the article above.

ozay 13/12/2016 at 9:26 pm

Hi I purchased 2 sofas from furniture village on black Friday, as items were in stock the sofas were delivered within 10 days. Upon arrival I noticed the underneath of the sofa was torn. This was reported to customer services and an inspector was sent to repair this 3 days later. That evening I also noticed that the sofa did not sit straight, the back cushion on the left was 3-4 cm's lower than the right side. When the inspector came I showed him this, he took several measurements and also used a spirit level to ensure the floor was straight and level and not slopped! He agreed the back cushion on one side was 3-4cm's lower than the other. Due to this I refused the repair to the underneath tare, and clearly said I was not happy to accept this sofa. He made a report and sent it back to customer services to assess. He said in most situations like this an engineer would come round to repair the back cushion by taking everything apart and reassembling the whole sofa. He said this would take 3-4 hours to do. I said there was no way I would accept that. I wanted a new sofa or refund. He said I would have to wait for furniture village to assess the report and give a final decision. Is this correct? can I demand a refund or do I have to accept this lengthy repair? the sofas are leather and now 1 week old. thank you.

Loulou 29/11/2016 at 11:54 pm

Upgraded mobile phone last Tuesday with the car phone warehouse to iPhone 7. Yesterday the phone switched off with 35% battery showing and unable to switch it back on. Took it back into store today (7 days later) and was told that because the screen had a small scratch on it they were unable to exchange and I would need to return it to the manufacturer (Apple Store). Spoke to Apple Store and they are happy to provide a new handset but an appointment for this will take a week.
From what I read on your page, I would expect that it's car phone warehouse who is responsible to replace the faulty handset despite the scratch on the screen?
Thanks in advance

Unhappy 27/10/2016 at 7:16 pm

Today I received delivery of my divan and mattress. Everything appeared ok, so I signed the delivery note. Once the men had gone I noticed they had turned the mattress so the label was at the top. As this mattress is a no turn mattress I couldn't turn the mattress the correct way round as far too heavy to do alone. My partner came home and he wasn't happy it being that way round so we turned it. Once the correct way we noticed a small hole and brown mark similar to a cigarette burn but no smell of this, on the end of the mattress. It would appear the delivery men had turned it this way to hide the mark/hole.
Please can you tell me what my rights are and am I able to ask for a new mattress without having to pay for another delivery charge.
Thank you
Unhappy

ConsumerRightsExpert Editor 16/09/2016 at 12:07 pm

We can't find any information that shows just how long a retailer is liable for and if/when a manufucturer becomes responsible. Maybe you should consider seeking advice from a consumer lawyer.

Cherries 15/09/2016 at 9:26 am

If they do, they're not saying! I appreciate that the lack of a receipt is not ideal. However, if I take this to the small claims court on behalf of my son, and the judge were to accept my evidence that the boots must have been defective when manufactured, would Nike be liable to compensate me, even though Nike wasn't the retailer and I didn't pay for the boots myself? I do think I've got a reasonable chance of demonstrating manufacturing fault, given the contrast between the pristine uppers and massive holes in the soles. Thanks in advance.

ConsumerRightsExpert Editor 12/09/2016 at 10:48 am

If you do not have any proof of purchase unfortunately there is going to be little you can do about this. Does Nike have a record of when this particular pair of shoes was sold?

Cherries 09/09/2016 at 3:00 pm

Hi there! The soles of my son's Nike basketball boots, which were gifted to him new less than a year ago, have completely worn through. Unfortunately, we don't have the receipt and the Nike store from which they were purchased has now closed down. What are out rights, if any, with regard to Nike itself? Nike say that a two year warranty applies, but that the boots are out of warranty as they were manufactured more than two years ago - they seem to want to take the date of manufacture as the date of purchase. Apart from the soles, the boots look like new, so it's fairly obvious that they've not been worn much. Many thanks.

ConsumerRightsExpert Editor 17/08/2016 at 11:57 am

You may have to get an independent "expert" to take a look at the machine and find out the cause of the problem. If they establish that the problem is because of a fault at the time of purchase you may be able to claim off the retailer, regardless of the warranty having expirexd. After only 14 months it is not reasonable to expect a major part to stop working (such as a heating element to overheating), so if this is the case use your expert's evidence to claim back the cost of the repair from Littlewoods

Shorty 16/08/2016 at 2:17 pm

I've had a Hoover dryer from little woods and it the second one I've had but it's only lasted just over a year may 2015 so it's well 14 months and it started to make a noise in July this year the noise went away August 15 2016 and I went up to in my bed room to put something away and come back doe my kichen was full of smoke and the back of the drum was glowing red so I quickly turned it off and pulled the plug out I've been on the phone with no joy so please tell me do I have any rights as Littlewoods just keep saying it over the warrant out of 12 months I find this disgusting on how much it cost me and only last 14 months and I don't won't to think what could of happened if I had been any longer please help me kind regards Lisa

enriquez 17/06/2016 at 12:15 pm

I bought a new basin mixer tap from a plumbers merchant. my plumber installed it and the hot dribbles out, cold is fine. I spoke to the merchant who said it was designed for a low pressure system and needed 2m of head. the plumber measured it and it is only 1.3m. I was never told by the merchant what system I needed for it to work properly. the plumber can only suggest a pump to be fitted at my cost. is the merchant responsible for the costs to install the pump.

ConsumerRightsExpert Editor 17/05/2016 at 2:42 pm

If you can find an expert to prove that this is a fault rather than wear and tear you might be able to get something done - although it may require legal action. After over five years of use however, this may be difficult to achieve.

Winston 15/05/2016 at 2:40 pm

Hi, We have a 2011 BMW 1 Series but the drivers leather look alike seats (Sensatec) are splitting and I've seen on forums that other people have also had this problem. Unfortunately, BMW won't repair or replace it as they say it's out of warranty and down to wear & tear. But surely if it's down to a faulty material being used and " not fit for purpose" then as a goodwill gesture shouldn't they fix this?

Jay 01/05/2016 at 10:03 am

A summary - B&Q kitchens. B&Q designed a Cooke & Lewis kitchen with integrated doors, we agreed a price which I paid. I wanted the Cooke & Lewis kitchen as it had tall wall units. When the kitchen arrived for fitting a couple of months later (fitted by B&Q) it was discovered that the wrong doors had been ordered - all white but of 2 different types. Obviously these had to be replaced & they've agreed to compensation for various problems, but they say I will have to pay extra for the replacement (better) doors, even though these were the doors I thought I'd bought in the first place and what was agreed at the time of purchase. Is this fair?

ConsumerRightsExpert Editor 27/04/2016 at 12:43 pm

If the appliance itself is faulty then yes it should be replaced or repaired free of charge. Did Howden's sell you the appliance? If so, direct them to the guidance in the above article.

sarah 26/04/2016 at 2:16 pm

have had a new kitchen put in by a builder, appliances and kitchen supplied by howdens. moved in 21st march 2016. fitted double oven made a terrible rattling noise when used, so howdens arranged for local electricians to repair, they thought it was the door but the repair has been unsuccessful and its as noisy as ever. I have asked for a refund can they refuse?

ConsumerRightsExpert Editor 22/04/2016 at 2:10 pm

Ypu'd be better off claiming a discount because the printer would not fit in the place you agreed (either side on or face on). You might have to seek a remedy via the small claims court as the designer is disputing what you agreed up. Do you have copies of the final drawings? That would help of course.

ConsumerRightsExpert Editor 22/04/2016 at 11:51 am

It's a difficult one as there is a fine line between a late afternoon time and an early evening time and you could be being unreasonable in not trying to arrange on for an afternoon for example. Their website does however state the following" Once you’re happy with your quote, one of Anglian’s professional surveyors will call at a time that suits you to carry out a detailed survey. We’ll take photographs of your original windows, detail rights of way and check what access equipment will be needed". We suggest you contact your credit card company to see if they can do anything.

leb2174 21/04/2016 at 2:59 pm

Hi
We recently ordered a made to measure bookcase with drawers and a cupboard.
When the designer/salesman initially attended our home, I explained that I wanted a moving shelf inside the cupboard to accommodate the printer. The designer then measured our printer and I requested due to the location of the electric points I wanted the moving shelf to be sited on the bottom of the cupboard, we were assured this was possible and agreed to this.
After the designer supplied a price we placed our order and paid a percentage of the cost of the item.
Within a couple of weeks a surveyor attended our home to match the design/dimensions etc. We noticed that on his plans from the designer that the moving shelf to accommodate the printer was not on the plans he had been supplied with by the company.
We advised him that we had ordered the moving shelf and he said that was not a problem and added to the plan the moving shelf, as we had agreed with the designer.
Prior to the arrival of the fitter, I paid the second instalment of the price.
The fitter duly arrived and constructed the bookcase:cupboard:drawer item.
I was concerned by the size of the cupboard and in the presence of the fitter asked if I could place our printer on the moving shelf to ensure it fitted.
Although our printer fitted on the moving shelf , due to the size of the cupboard when pulling out the moving shelf with our printer on it, the printer could not pass by the hinge of the door of the cupboard.
The fitter suggested moving the moving shelf to sit above the fixed shelf inside the cupboard as no hinge would obstruct the movement of the shelf with our printer on it.
I agreed to this as a remedy to the problem even though it was not what I had agreed with the designer.
The moving shelf was moved and the printer placed onto this shelf. However the moving shelf we then discovered could not move freely as the width of the printer sat heavily on the wheels of the moving shelf.
The fitter immediately contacted the supplying company and advised them of this design fault , and I heard him suggest the best way to remedy the problem would be too discount from the third final payment an amount of money to cover the cost of a smaller printer with the same specifications.
Although the fitter suggested this without discussing it with me or me agreeing to this, I thought it a sensible way to remedy the problem .
I have since spoken to the supplying company who claim that the designer has informed them that the printer had in fact been measured by him but I had agreed that it would be positioned sideways on the moving shelf. I disputed this and advised them that this was untrue.
I had also in the presence of the fitter placed the printer on the moving shelf side on and it didn't fit as it was too long, this in my opinion proves the designer had made an error in his design leading to a cupboard not fit for purpose.
Am I correct therefore that as the cupboard has been made too small too acco

blondie 21/04/2016 at 10:29 am

On 24/1/16 a representative from Anglian Windows came to mine and my partner's property at my request, after all the sales chat, he quoted a price that seemed okay. Before we agreed to accept we stipulated that we would need either an early evening appointment or weekend appointment for the surveyor to attend our property to do all the necessary work, the salesman said 'that is no problem'. We paid a deposit of £500 by debit card and was assured that the surveyor would be in touch to arrange an early evening or weekend appointment.

A couple of weeks later we received a letter through the post from the surveyor with an appointment which was totally unsuitable for us so we got in touch and was told that a surveyor could only be arranged on either a morning slot and afternoon slot and no surveys were carried out over the weekend. We got in touch with Anglian who advised us they would look into this and get back to us (they didn't get back to us)

We requested a refund of the £500 deposit (rounabout middle of Feb) as we felt that Anglian were unable to provide a surveyor when it suits us.
To this date every contact made as been by me, not once have Anglian initiated any contact. I have contacted them nearly every week and have been told everytime that it should be sorted out soon ?

I really don't know what I can do next, clearly I would like my £500 refunding.

My last contact with Anglian was yesterday (20/4/16), spoke to a manager who has said that because we have broke out contract we will be subject to paying 25% of the total cost and will not get our deposit back.

My argument is that we didn't cancel within the 'cooling off' period as we were unaware that Anglian didn't carry out surveys during the times that we need one.

I look forward to hearing from in anticipation.

ConsumerRightsExpert Editor 07/04/2016 at 10:37 am

Have they sent you the wrong size or have you ordered the wrong size? If you ordered the wrong size and you have received what you ordered then after 5 weeks it seems fair that the retailer will not refund or exchange as the usually returns policies (and consumer rights legislation) say that, you're only entitled to an automatic refund if you return it within 30 days. If the doors were "made to order" and are the size that you ordered then this is exempt from the usual returns rights. If they were incorrect size/made to the incorrect size, you should follow the faulty goods advice given in the section entitled "(2) 30 days to 6 months since purchase" in the above article.

Georgia 06/04/2016 at 9:36 am

i would like some advice please. We ordered 10 fire doors and 1 non fire door from a firm on line. We have them about 5 weeks now but the carpenter have told us 2 of door are the wrong size 1 fire door and 1 non fire door. I have phoned the company up who said they do not exchange? Theses items in total cost us £1500. Do we have a right for an exchange? Please

ConsumerRightsExpert Editor 05/04/2016 at 11:58 am

The dealer is in breach of contract as you'd already paid your deposit etc. You could threaten them with legal action but they may not be worried by this. It may simply be easier to accept a return of your deposit and report them to Trading Standards.

moi 02/04/2016 at 3:51 pm

i would like your advice if possible, my daughter went to view a used car at a well known dealers on Monday, the car was priced at 6795 and the dealer would not give any leeway to the price for a cash sale, my daughter then left the garage and looked around other garages, after a week of trying to scrape a little more money up she managed this and rang the dealers on Thursday evening to see if the car was still available, this was and the salesperson said that there had been a 1000 pound reduction on it and the car was now 5795, my daughter said she would go through there and then and she wanted the car, however the salesperson said as it was time for closing if she paid a 200 pound deposit on the car he would take it off the forecourt for her and she could go through for it the next day. she therefore paid over the phone a 200 pound deposit. on the morning of the sale she rang the dealer to see what time she would be able to pick the car up and what was the balance she owed - she was told again 5795 minus the 200 pound she had already paid and it would be ready for her at 12 midday, she then contacted and sorted her insurance out. at 12 midday she went for the car and the salesman went to get the plates so she could have a final test drive, whilst he was gone the manager came in and said unfortunately there had been a "boo boo " and the car was never priced at 5795 so she would have to pay another 1000 pound if she wanted it, she also said there had been many others ring for the car and were offering the original price at 6795. my daughter obviously argued her case saying she had put a deposit on the car over the phone and should have the car at 5795 as stated the day before. the manager then said she could only have the car at 5795 if she took their finance over 5 years - this amounted to paying 8000 in total back, my daughter did not want finance she had the cash in her bank waiting to pay as she believed at the price the salesman had told her the day before. I feel that this may have been a deliberate ploy to attract my daughter to the garage and try to sell her finance, is there anything we can do about this

ConsumerRightsExpert Editor 20/01/2016 at 1:56 pm

under the above act, the retailer has one opportunity to fix the problem, if the retailer can't repair the car, or have tried to repair it and the fault still exists, you will be entitled to return the product and receive a refund. However a reasonable deduction may be made by the retailer to reflect your use of the vehicle in the preceding months. See our Buying a new car article for more information.

Bella 19/01/2016 at 6:36 pm

We purchased a new car on finance end of November 2015 on the day of collection there was a software issue the language setting went back to default Italian. This happened several times so we took vehicle back to vendor who acknowledged problem.
This happend again but warning fault came on unfortunately in Italian the garage said I can't let you drive vehicle as not safe to do so. They gave now had car 40 days still not rectified problem. During this period we decided we did not want vehicle back and wrote to finance company we wanted to hand vehicle back as we felt it was faulty and had no confidence in driving the car. What are my rights ?

ConsumerRightsExpert Editor 03/12/2015 at 12:45 pm

No, you should give them the opportunity to rectify this. If you have to wait an excessive length of time for the adjustments to be made, you should be able to claim a refund.

Juuuuuun 01/12/2015 at 8:15 pm

I ordered 3 Made to mesaure blinds from quite well known department store on begining of september, and they said it will take about 4-5weeks but i got it the end of october. During the process, i need to ask when it will come because they did not contact me at all even if it is over due date. But i tolerated it and finally took home for installation.
However, it turned out wrong blinds which are bigger than my Recess window. When i worried about wrong measurement, they said 1 or 2cm is fine but now those are not fit to my window. So i searched how normally blind marker make Recess blind, it is said they will make deduction for essential install part , which means there will make reduction on the measurement what i gave. I guess that is the reason why they said few cm is fine.
So the reason it is not fit is not my fault and they accepted it and sent factory for reparing. But still no answer even if they promised againly, they will update on this Monday. Just what i want is refund. It make me bother for almost3months for chasing. Can i get it?

ConsumerRightsExpert Editor 17/11/2015 at 11:40 am

If the TV is not working correctly at this stage (e.g less than two months from purchase) it is the retailer who is responsible. You should not have to deal with the manufacture at all. Read the section in the above article entitled " (2) 30 days to 6 months since purchase" for clear guidance on your rights and what to do next.

ConsumerRightsExpert Editor 16/11/2015 at 11:24 am

Under the above act you could claim that the product is not fit for purpose as you would expect a laptop to last longer than 13 months. Due to the length of time you've had the product it's up to you to prove that you feel the product was not fit for purpose/or of satisfactory purpose when you purchased it. You may need to provide an expert opinion/report as evidence. Your communications should be made via the retailer and not the manufacturer.

Wiggy 15/11/2015 at 10:23 am

I purchased a 55" tv from appliances direct , ordered on the 30-09-15 delivered few days after, 8-10 days later it had a fault turning on and off all the time. I contacted Samsung as requested by appliances direct this was on the 12 th day and again on the 23rd day as the problem was worse. On the 26th day appliances direct collect the TV and took 10 days to get back to them as they said it was a two man job, now they say there is no fault. I asked for a replacement they said NO!. They have brought me to tears, I have spent a fortune in phone calls too. They are not customer friendly. I believe now that it is not my place to contact Samsung but for appliances direct to sort it out in the first instance. They have caused so much upset I now want my money back, the fault started 8 th of having the tv , could you give me some advice pls

Gippa 13/11/2015 at 5:32 pm

Hi I purchased an acer laptop in October 2014, from littlewoods catalogue, by December the same year it wouldn't switch on, saying "no Bootable device" acer picked it up and replaced the hard drive and returned it. I was happy with their quick response.
In March 2015 the same thing happened again so I contacted acer to explain and once again they said they would pick it up and repair it because it was still in warranty, I stated I didn't want it repairing again in case the same thing happened again and that I would rather have a refund but they said they would only give me a refund if it couldn't be repaired, so they picked it up again and replaced the hard drive again and returned it to me.
Today November 13th 2015 the same thing has happened again. I phoned acer only to be told that there was noting they would do because it is out of warranty!
I find this to be totally out of order, you don't expect a laptop to break down with the same problem in 13 months of purchase.
Is there anything I can do?

ConsumerRightsExpert Editor 04/11/2015 at 2:32 pm

What does the retailer say? You need to find out why it cannot be fixed. If you can prove that the reason it is not working is not due to your own usage/damage then you may be able to claim a small amount given that you've had 3 years of use out of the item. We do not know what the life expectancy of an iPad should be.

Lochy 03/11/2015 at 6:41 pm

Hi I bought an iPad in December 2012 and now it's not working . The Apple Store cannot fix it and has told me to go back to PC world where it was purchased . Surely an iPad cannot be done after only 2 1/2 years . What are my fights here

Redhouse 25/10/2015 at 10:41 am

We bought two leather sofas from Harvey's five years ago only to discover back in May the two seater was infested with wood boring beetles. Independant reports have supported this and Harvey's have in the last week arranged for the sofas to be removed from the house and replaced with new ones. A credit note was given to the value of the originals, plus 10%, which covered inflation (this was what they said was goodwill). We exchanged the sofas for a modern day equivalent which arrived last week. We have had endless problems to get to this point. Minimal response from Harvey's, nothing in writing even though requested.the beetles had eaten away a section of the frame but Harvey's are saying it is likely it is our fault,not theirs, as the beetles had more than likely been in our house already. Our house is ten years old and we bought from new and kept very clean. We have had two reports, one saying they were present in the wood from manufacture and one from one of their list of Independant people which just states factual points and no blame suggested.harveys paid a local removal person to take our sofas away after months of arguing At a cost of £900 to them. Harvey's refused to touch them due to infestation. I have found dead beetles inside the sofas and retained including pieces of the infested wood as evidence. When the sofas were lifted from the house, I noticed a hole in my carpet with a dead beetle inside. I am sick with worry these beetles have infested my house, my woodwork. I have sent photos to Harvey's of my carpet and all they have offered is an industrial carpet cleaner. I also purchased separately when I reselected my sofas a new dining room table, 6 chairs and display unit ( which I am paying for).the dining room table delivered was faulty and the extendable piece did not open properly.after several weeks, another new table was delivered yesterday and this was faulty again with the same problem. We now have to reorder another table for the third time. We have received the chairs, two chairs have short legs and wobble and need changing. We were told to change the legs around by Harvey's but this did not work, so I now have to phone again for replacements tomorrow. Cabinet was fine, but husband had to adjust the doors himself. I have cut the story down to the minimum but there has been problems with delivery dates, invoicing and just general attitude from Harvey's who do not care. I have threatened court and ombudsman, but this has not spurred them on. I am so worried about my home and what is now present and the damage which may not appear for five years, like the sofa. I really need some advice on what I should be expecting from Harvey's. We work all week and the time off of work we have also needed to take is becoming a joke and we still don't have all of our furniture in working order, so more days off to follow.

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