Your Rights When Buying Faulty Goods Online

Your online purchase comes with strong legal protections

When you buy goods online in the UK, you are covered by the Consumer Rights Act 2015. This law says that anything you buy from a trader must be of satisfactory quality, fit for purpose, and as described. If it isn’t, you have clear rights – regardless of whether the retailer is a huge online marketplace or a small independent business. The fact that you bought online rather than in a shop does not weaken your position. In fact, distance selling rules give you extra cancellation rights for change of mind, but for faulty goods the Consumer Rights Act is your strongest tool. This applies to physical goods like electronics, clothing, furniture, and appliances. It also covers digital content such as downloaded software, e‑books, and streaming files, though the remedies can differ slightly.

The 30-day right to reject: your fastest route to a refund

For any faulty item, you have a legal right to reject it within 30 days of receiving it. This is often called the “short-term right to reject.” You do not have to accept a repair or a replacement if you don’t want one – you can simply ask for a full refund. The retailer must refund you within 14 days of agreeing that you are entitled to one, and they must refund the standard delivery cost as well. They cannot force you to pay return postage if the item is faulty, and they cannot charge a restocking fee.

If you bought the item online, the 30 days usually starts the day you (or someone you nominated) physically receive the goods. For digital content, it starts when the content is supplied. Keep a note of the delivery date – it matters.

• Act quickly: Contact the retailer as soon as you notice the fault. A short email is enough to start the clock.
• Be clear: Say you are exercising your short-term right to reject and you want a full refund.
• Return the item: The retailer should arrange collection or reimburse reasonable return costs. If they ask you to pay, push back politely.

After 30 days: repair, replacement, or price reduction

If the 30-day window has passed, you still have strong rights. The retailer gets one chance to repair or replace the item at no cost to you. They must do this within a reasonable time and without causing you significant inconvenience. If the repair or replacement is impossible, disproportionate, or fails to fix the fault, you can then ask for a price reduction or a final right to reject. A price reduction means you keep the item but get some money back – the amount depends on how much use you’ve had. A final right to reject means you return the item and get a refund, though the retailer can deduct a small amount for the use you’ve had.

Importantly, you do not have to accept a repair if it would be disproportionately expensive or difficult for the retailer – but that is usually their problem, not yours. Your choice of remedy should be honoured where possible.

The six-month rule and longer-term claims

For the first six months after you receive the goods, the law presumes that any fault was there at the time of delivery. This means the burden of proof is on the retailer to show that the item was not faulty when they sent it. In practice, most retailers will simply accept the claim. After six months, the burden shifts to you to prove the fault was inherent – but that is not as hard as it sounds. A repair report or an expert opinion can help.

In England, Wales, and Northern Ireland, you can bring a claim for up to six years from the date of delivery (five years in Scotland). This does not mean everything lasts six years – it means you have up to six years to make a legal claim. For goods with a shorter expected lifespan, like a cheap pair of headphones, a court would expect you to complain much sooner.

How to complain effectively to an online retailer

A well‑structured complaint gets results. Put everything in writing – email is best because it creates a clear record. Start by stating what you bought, when it arrived, and what is wrong. Then set out what you want: a refund, a repair, or a replacement. Mention that you are relying on the Consumer Rights Act 2015. Give them a reasonable deadline, such as 14 days, to respond. If they refuse, ask for their formal complaints procedure and the name of a manager.

• Keep records: Save order confirmations, delivery notes, photos of the fault, and all messages.
• Be firm but polite: You catch more flies with honey, but do not let them fob you off.
• Use the right remedy: If you are within 30 days, say you are rejecting the goods. If later, ask for repair or replacement.
• Don’t accept a credit note unless you genuinely want one. You are entitled to a refund to your original payment method.

If things stall: chargebacks, ombudsmen, and small claims

If the retailer ignores you or refuses to comply, you have several escalation routes. For debit or credit card payments, you can ask your bank to process a chargeback – this is not a legal right but a scheme rule, and it often works for faulty goods. For credit card purchases over £100, Section 75 of the Consumer Credit Act makes the card provider jointly liable with the retailer. That is a powerful tool.

Many retailers belong to a trade association or an alternative dispute resolution (ADR) scheme. If they do, you can ask for your complaint to be referred there. Finally, for claims under £10,000 (or up to £5,000 in Scotland), you can use the small claims court. It is designed to be straightforward, and you do not need a solicitor. The mere threat of a small claim often prompts a reluctant retailer to settle.

Remember: your rights are there to protect you. Do not be afraid to use them. A calm, evidence‑based approach will usually get you the refund, repair, or replacement you deserve.