What are my rights when something I bought goes wrong?

Retailers frequently direct customers to the manufacturer when something fails, but in most consumer protection regimes the contract is with the seller. Knowing that changes the conversation substantially.

What you'll need

• Proof of purchase
• The product (optional)

Step by step

1. Understand that your rights are against the seller.You bought from them, so the contract is with them. Being told to contact the manufacturer is common and usually sidesteps their obligation.
2. Know the basic standard goods must meet.In most consumer regimes: satisfactory quality, fit for purpose, and as described. A fault appearing early generally breaches at least one.
3. Distinguish statutory rights from a warranty.A warranty is an additional promise from the manufacturer. It does not replace or limit your rights against the seller, and it often expires sooner.
4. Act quickly for a full refund.Many regimes give a short initial window — often around thirty days — for a full refund on a faulty item. After that, repair or replacement usually comes first.
5. Keep proof of purchase.A receipt, bank statement or order confirmation. Photograph paper receipts, which fade within a couple of years.
6. Put the complaint in writing.State what is wrong, when it happened, and what remedy you want. A written record is what every escalation route depends on.
7. Know that rights differ for private sales.Buying from an individual rather than a business gives you far less protection. It must be as described, but the quality standards generally do not apply.
8. Escalate to an ombudsman or trading standards body.If the seller refuses, most sectors have a dispute scheme. They are free and their decisions are usually binding on the business.

Tips

• Faults appearing soon after purchase are generally presumed to have been present at the time of sale, which puts the burden of proof on the seller.
• Paying by credit card above a threshold often makes the card provider jointly liable, which is a useful second route if the seller will not help.
• Consumer law varies by country. This is the general shape of it; check the specifics where you live.

Common mistakes

• Accepting that you must contact the manufacturer — Your contract is with the seller. Their obligation exists regardless of whether the manufacturer offers a warranty.
• Assuming rights end when the warranty does — Statutory rights typically last considerably longer than a manufacturer's warranty and are independent of it.
• Only complaining by phone — There is no record, and every escalation route asks for written evidence of what was said and when.

Questions people ask