When Appliances Go Wrong

Your rights when household appliances break down

You have spent time choosing the right appliance. Perhaps it was a new washing machine, a fridge freezer, or a television. You may have compared prices, read reviews, and waited for the right moment to buy. The last thing you expect is for it to stop working after a few weeks or months.

UK consumer law provides protection when goods turn out to be faulty. The Consumer Rights Act 2015 sets out what you can expect from products you buy, and what remedies are available when things go wrong. Understanding these rights can help when you need to approach a retailer about a problem, though outcomes will depend on the specific circumstances and the retailer's response.

What the Consumer Rights Act says about faulty goods

The Consumer Rights Act 2015 replaced older legislation and brought clearer rules for consumers. Under this law, goods must be of satisfactory quality, fit for purpose, and as described. These standards apply whether you buy in a shop, online, or over the phone.

Satisfactory quality means the item should work properly, be free from defects, and last a reasonable amount of time. What counts as reasonable depends on the type of product, the price paid, and how the item is described or marketed. Expectations differ across product categories, and checking manufacturer guidelines can help clarify what lifespan and performance you should anticipate from a particular appliance.

Fit for purpose means the appliance should do what it is designed to do. If you told the retailer you needed a washing machine suitable for a large family and the one they sold you cannot handle larger loads, it may not be fit for the purpose you specified.

As described simply means the product should match any description given, whether on packaging, online listings, or by sales staff. If a television is sold as having smart features but those features are missing, that would be a breach of this requirement.

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Time limits and what you can claim

The remedies available to you depend partly on how long you have owned the appliance. The law sets out different options for different timeframes.

Within the first 30 days of purchase, you have the right to reject faulty goods and receive a full refund. This short term right applies to most products. The retailer cannot insist on a repair or replacement during this window if you would prefer your money back.

After 30 days but within six months, you still have strong rights but the process changes. You can ask for a repair or replacement. The law does not define precisely what constitutes a reasonable time for this, and it will vary depending on the type of appliance and the nature of the fault. If the retailer cannot complete the repair or replacement within a reasonable time, or if the repair fails to resolve the problem, you can then request a refund. The refund may be reduced to account for any use you have had from the goods. During this period, the law assumes the fault was present when you bought the item. The retailer would need to prove otherwise if they wanted to refuse your claim.

After six months, your rights continue but the burden of proof shifts to you. You will need to demonstrate that the fault was present at the time of purchase, or that it developed because of an inherent defect rather than wear and tear or misuse. This often requires obtaining a professional opinion or engineering report, which involves additional cost and can complicate claims.

These rights last for up to six years in England, Wales and Northern Ireland. In Scotland, the limit is five years. This does not mean every product should last that long without any issues. It means you have that period in which to make a claim if a fault appears that relates to the original quality of the goods.

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

How to make a complaint about a faulty appliance

Your contract is with the retailer, not the manufacturer. This means your first point of contact should be the shop or website where you made the purchase. Some retailers may try to direct you to the manufacturer, but this is not correct under consumer law. You have the right to deal with the seller. It is also worth checking the retailer's return policy, as some offer additional protections beyond the statutory minimum.

Start by contacting the retailer and explaining the problem clearly. State what has gone wrong, when you bought the item, and what outcome you are seeking. Keeping records of your purchase, such as receipts or order confirmations, will support your case.

Put your complaint in writing if possible, whether by email or letter. This creates a record of what was said and when. If you phone, make a note of the date, time, and the name of anyone you speak to.

Be clear about what remedy you want. In the first 30 days, you can ask for a refund outright. After that, a repair or replacement is usually the first step. If the retailer offers a repair and it does not fix the problem, or if the same fault reappears, you can request a refund or a further attempt at repair.

Retailers sometimes offer store credit or vouchers instead of a cash refund. You do not have to accept this if you are entitled to a refund under the Consumer Rights Act.

What if the retailer refuses to help

If you cannot resolve the matter directly with the retailer, there are other steps you can take. Citizens Advice offers free guidance on consumer rights and can help you understand your options. Their website and helpline provide practical support for disputes.

You may also be able to use alternative dispute resolution. Many retailers belong to trade associations or ombudsman schemes that can consider complaints. However, using ADR schemes is voluntary and not all businesses are obliged to participate. If a retailer is not signed up to a scheme or refuses to engage, this route may not be effective. Check whether the retailer is a member of any such scheme before pursuing this option.

For consumers who purchased goods online from retailers based in the EU, the UK European Consumer Centre may be able to assist with cross-border disputes.

If other methods fail, you can consider taking the matter to the small claims court. This is a relatively straightforward process for lower value disputes and does not usually require a solicitor. GOV.UK has guidance on how to make a claim through the courts.

If you paid by credit card for goods costing more than £100, you may have additional protection under Section 75 of the Consumer Credit Act. This makes the credit card provider jointly liable for breaches of contract or misrepresentation. For debit card payments, you can ask your bank about chargeback, though this is not a legal right and depends on the card scheme rules.

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 →