What if a repair has failed more than once?
The one-repair principle, and how to move from an endless repair cycle to a refund or replacement.
- Difficulty
- beginner
- Time
- 15 min
- Read
- 2 min
- Safety
- caution
Short answer
A retailer generally gets one opportunity to repair or replace. If that attempt fails, you can usually require a refund or a price reduction rather than accepting a second repair.
The repair loop is a familiar frustration: an engineer visits, it works for a fortnight, it fails again. Consumer law does not require you to accept that indefinitely, and knowing the principle changes the conversation.
Safety
Step by step
- Keep a dated record of every failure and visit.Dates, reference numbers, what was reported, what was done, when it failed again. This is the evidence, and it is what turns an argument into a case.
- Know the one-repair principle.After the short initial right to reject, the retailer generally gets a single opportunity to repair or replace. A failed attempt entitles you to move on rather than start again.
- State it in writing.Say the item has been repaired and the fault has recurred, that you are not required to accept a further repair, and what you want — refund, replacement or price reduction.
- Understand what a refund may look like.After six months it may be reduced to reflect the use you have had. That is legitimate, though the deduction should be reasonable and explained.
- Count repairs on the same fault.A different fault appearing later is a separate matter. The principle applies to the same problem recurring.
- Note that repairs must be within a reasonable time and without significant inconvenience.Months of waiting, or repeated days taken off work, are relevant. Say so — it forms part of the position.
- Escalate through the proper stages.Formal complaint, then any ADR or ombudsman scheme the retailer belongs to, then the small claims route. Do not skip stages; the later ones expect the earlier ones.
- Use the credit card route in parallel if relevant.For a credit purchase over £100, the card provider is jointly liable and can be claimed from directly. Sometimes considerably faster.
Tips
- Keep every reference number. Retailers frequently have no record of previous contact, and the numbers are what establish the history.
- Be specific about what you want. "I am rejecting the goods and requesting a refund under the Consumer Rights Act" is treated differently from expressing frustration.
- Stay factual and dated. The person reading your letter is comparing it against their notes, and a clear timeline wins.
Questions people ask
How many repairs do I have to accept?
Generally one attempt at repair or replacement. If the same fault recurs after that, you can usually require a refund or price reduction rather than a second repair.
Will I get a full refund?
After the first six months it may be reduced to reflect the use you have had. The deduction should be reasonable and the retailer should explain how it was calculated.