If goods you bought do not meet the legal standards under the Consumer Rights Act 2015, you usually have the right to ask the trader to repair or replace them.

This applies where goods are not of satisfactory quality, not fit for purpose, or not as described. For the full list of statutory standards, see What Statutory Rights Apply to Goods?.

Your Right to Repair or Replacement

If goods do not conform to the contract, you can require the trader to:

  • Repair the goods, or
  • Replace the goods

You can choose which option you prefer, unless one option is impossible or disproportionately costly compared with the other.

What Must the Trader Do?

If you request a repair or replacement, the trader must:

  • Carry it out within a reasonable time
  • Do so without causing significant inconvenience
  • Cover all necessary costs (including labour, materials, postage and collection)

You should not be charged for returning faulty goods.

When Can the Trader Refuse?

The trader does not have to provide your chosen remedy if it is:

  • Impossible, or
  • Disproportionately expensive compared to the alternative

What is “disproportionate” depends on:

  • The value of the goods.
  • The seriousness of the fault.
  • The cost of the alternative remedy.

Giving the Trader One Opportunity

In most cases, you must give the trader one opportunity to repair or replace the goods before moving to the final remedies.

If the repair or replacement fails, or is not carried out within a reasonable time, you may then be entitled to: Final Right to Reject or Price Reduction

Interaction with the Short-Term Right to Reject

If you are still within the first 30 days, you may instead choose to reject the goods outright for a refund.

See Short-Term Right to Reject for details.

The 6-Month Rule

If a fault appears within six months of delivery, the law presumes the goods were faulty at the time of delivery unless the trader can prove otherwise.

See Time Limits and the 6-Month Rule.

How to Request a Repair or Replacement

It is best to notify the trader in writing.

You can say:

  • “The goods do not conform to the contract.”
  • “I am exercising my right to a repair (or replacement) under the Consumer Rights Act 2015.”

Keep copies of all correspondence.

If the Trader Refuses

If the trader refuses to repair or replace the goods, or delays unreasonably, you can: