Is the Shop or Manufacturer Responsible for Faulty Goods?

Your contract is with the shop, not the manufacturer

When you buy something from a shop, your legal contract is with the retailer. This is true even if the product has a manufacturer's warranty. Since your transaction is with the retailer, they are responsible for resolving issues with faulty goods.

Many retailers will try to redirect you to the manufacturer when problems arise. They might tell you the warranty means it is the manufacturer's job to sort things out. This is not correct. A manufacturer's warranty is an extra benefit on top of your legal rights. It does not replace your rights against the retailer or let the shop off the hook.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they fall short of these standards, you have a claim against the business that sold them to you.

Faulty Goods Rights Checker

Find out your legal rights on a faulty product in less than a minute.

Try our Faulty Goods Rights Checker free, here on this site →

What you can ask for when goods are faulty

Your legal rights when goods turn out to be faulty can vary depending on several factors, including how long ago you made the purchase and when the fault appeared.

• Within the first 30 days, you can usually reject the goods and get a full refund if they are faulty.
• After 30 days but within six months, the retailer must be given one chance to repair or replace the item. If that fails, you can then ask for a refund. The refund may be reduced to account for the use you have had from the product, depending on the circumstances.
• After six months, you can still make a claim, but you may need to show that the fault was present or developing when you bought the item. This can sometimes require expert evidence.

Note that these rights apply to goods bought from businesses. If you buy from a private seller or at a second hand shop, your rights may be more limited.

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

Dealing with a retailer who refuses to help

Some shops will insist the manufacturer should handle the complaint. If this happens, remind them in writing that your contract is with them, not the manufacturer, and that the Consumer Rights Act 2015 applies to your purchase. Keep your receipt and any correspondence as evidence.

It's advisable to put your complaint in writing, whether by email or letter, to ensure there is a clear record of your concerns. Be specific about what has gone wrong and what you want them to do about it. Give the retailer a reasonable deadline to respond, usually 14 days.

If they still refuse to help, you have several options. You could contact the retailer's head office or customer services team, particularly if you bought from a branch of a larger chain. You might also use an alternative dispute resolution scheme if the retailer is a member of one. Many trade associations run these, such as the Furniture Ombudsman or the Motor Ombudsman.

You can report the issue to Citizens Advice, who can pass information to Trading Standards if there is a pattern of poor practice.

If other routes do not work, consider making a claim through the small claims court. For most consumer disputes, this is straightforward and does not usually require a solicitor. Court fees depend on the value of your claim. Check GOV.UK for current fee levels.

If you paid by credit card for an item costing over £100, you may also have a claim against your card provider under Section 75 of the Consumer Credit Act 1974. Debit card payments may be covered by chargeback, though this is not a legal right and depends on your bank's policies.

When the manufacturer's warranty might help

A manufacturer's warranty can still be useful. It may offer benefits beyond your legal rights, such as free repairs for longer than six months or coverage for accidental damage. Some manufacturers will collect and return goods at no cost to you.

You can choose to use the warranty if it is quicker or more convenient, but this does not affect your legal rights against the retailer. If the manufacturer cannot resolve the problem, you can still go back to the shop and make a claim under the Consumer Rights Act 2015.

Keep records of any contact with both the retailer and the manufacturer. If a dispute ends up in court, clear evidence of what was said and when will strengthen your position.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Faulty Goods Rights Checker lets you find out your legal rights on a faulty product in less than a minute. Try it now →