How do I reject a faulty item and get a full refund?

The short-term right to reject faulty goods, what happens after that window, and the wording that stops a retailer redirecting you to the manufacturer.

Difficulty: beginner
Time: 40 min
Read: 4 min

Short answer

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. There is a short-term right to reject a faulty item for a full refund shortly after delivery — check the current period on the Citizens Advice site. After that you are generally entitled to a repair or replacement first, and to a refund if that fails.

The most useful thing to know is that your contract is with the retailer, not the manufacturer. A shop that tells you to contact the manufacturer is describing their preference, not your rights. The second most useful thing is that time changes what you are entitled to, which is why the date of purchase matters as much as the fault.

What you are entitled to when goods are faulty, and when

Step by step

Establish that it is a fault, not a change of mind.Faulty means not of satisfactory quality, not fit for purpose or not as described. A change of mind has separate rights, mainly online, and different rules.
Check how long ago you received it.There is a short window in which you can reject faulty goods and get a full refund. Check the current period on the Citizens Advice site — it is the single fact that determines which remedy you get.
Go to the retailer, not the manufacturer.Your contract is with whoever sold it. A manufacturer's warranty is an extra, not a replacement, and using it does not remove your statutory rights.
Say the words that matter.'This item is faulty and I am exercising my short-term right to reject it under the Consumer Rights Act 2015 for a full refund.' Precision here reliably shortens the conversation.
Put it in writing as well.Email or the retailer's message system, so there is a dated record of when you rejected it. That date is what preserves your position.
Know what happens after the short window.You are generally entitled to a repair or a replacement. If that fails, or is not done within a reasonable time and without significant inconvenience, you can then move to a refund or price reduction.
Know the one-repair principle.The retailer generally gets one attempt at repair or replacement. If it fails again, you can move to the final remedy rather than accepting another attempt.
Understand what changes after six months.In the first six months a fault is generally assumed to have been present at delivery unless the retailer shows otherwise. After that the burden shifts to you, which can mean an independent report.
Keep the packaging and evidence.Photographs of the fault, the order confirmation, the delivery date and any correspondence. Refusing to accept a rejection because the box was discarded is not usually valid, but evidence makes everything faster.
Escalate if refused.Ask for the refusal in writing. Then use the retailer's complaints process, the trade association's alternative dispute resolution scheme if there is one, Section 75 or chargeback if you paid by card, and as a last resort the small claims track in England and Wales, the simple procedure in Scotland, or Northern Ireland's small claims process.

Tips

Naming the Consumer Rights Act 2015 and the specific remedy you want changes the response you get. Vague complaints get vague answers.
Your contract is with the retailer. Never accept being sent to the manufacturer as the only route.
If you paid any part by credit card, Section 75 gives you a claim against the card provider too. Mention it in the escalation.

Common mistakes

Accepting repeated repair attempts — The retailer generally gets one attempt. Agreeing to more can be treated as accepting the repair route, and it consumes the time in which you had stronger rights.
Contacting the manufacturer first — It uses up time on the warranty route while your statutory rights against the retailer sit unused, and the retailer will later point at how long you took.

If it doesn't work

The retailer says it is outside their returns policy

Cause: They are describing their goodwill policy rather than your legal rights — Fix: Reply that this is a fault, not a return, and that statutory rights are not limited by a returns policy.

They want to charge for collection of a large item

Cause: A returns-policy assumption applied to a faulty item — Fix: For faulty goods the retailer is generally responsible for the cost of return. Say so in writing.

The fault appeared after six months

Cause: The burden of proof has shifted to you — Fix: Get an independent report on the cause. If it shows an inherent fault, the retailer is generally liable and may have to pay for the report.

The retailer has stopped responding

Cause: The complaint was not escalated — Fix: Send a formal letter with a deadline, then use ADR, Section 75 or chargeback, and the small claims track if necessary.

Questions people ask

How long is the short-term right to reject?

It is a short fixed period from when the goods became yours. Check the current period on the Citizens Advice website, and act promptly — the whole point of the right is that it is time-limited.

Does it apply to second-hand goods bought from a business?

Yes, though what counts as satisfactory quality takes age, price and description into account. Private sales between individuals are much more limited.

What if the retailer has gone bust?

Use Section 75 if you paid by credit card, or chargeback if you paid by card. Claims against an insolvent company itself rarely recover anything.