Faulty goods under warranty in the UK (2026): your rights under the Consumer Rights Act

In the UK, your rights when goods are faulty are set out primarily in the Consumer Rights Act 2015, with extra protections for online and subscription purchases under the Digital Markets, Competition and Consumers Act 2024 (most provisions in force from 6 April 2025) and remedies for unfair commercial practices enforced by the Competition and Markets Authority (CMA). This guide explains how those rules interact with the manufacturer’s warranty, the 30-day right to reject, repair and replacement, and the six-month reverse burden of proof. While this is a general overview, complex cases may need professional legal assistance, particularly for high-value items or persistent disputes.

Key Takeaway: Who is responsible for faulty goods?

The retailer is responsible for faulty goods. A manufacturer’s warranty may add protection, but it does not replace your legal rights against the retailer.

Read on to learn how to effectively handle faulty goods and secure the resolution you deserve.

Understanding warranties

The world of warranties can be complex, but understanding the main types is crucial for consumers:

• Implied warranties: Automatic protections provided by law.
• Extended warranties: Additional coverage offered for purchase.
• Lifetime warranties: Coverage for the entire lifespan of a product.
• Limited warranties: Protection with specific restrictions or conditions.
• Express warranties: Explicit promises made by the manufacturer or retailer.

What’s covered and what’s not

Most warranties typically cover manufacturing defects and failures that occur within normal use of the product. Common examples include:

• Manufacturing defects (e.g., a wobbly chair leg, a TV with dead pixels).
• Electrical issues (e.g., a short circuit in a kettle, power fluctuations in a gaming console).
• Faulty components (e.g., a malfunctioning car alternator, a defective smartphone battery).
• Failures within normal use (e.g., a washing machine that stops spinning, a laptop that won’t boot up).
• Software malfunctions in electronic devices (e.g., persistent app crashes on a tablet, operating system errors on a computer).

However, warranties also have exclusions that limit their coverage, such as:

• Normal wear and tear (e.g., worn out shoe soles, faded fabric on furniture).
• Accidental damage (e.g., dropping a phone and cracking the screen, spilling liquid on a laptop keyboard).
• Unauthorized modifications (e.g., jailbreaking a smartphone, upgrading a computer’s hardware without approval).
• Improper use or maintenance (e.g., using the wrong type of detergent in a dishwasher, failing to clean a vacuum cleaner filter).
• Cosmetic issues not affecting functionality (e.g., minor scratches on a car’s paintwork, slight discoloration of a garment).

Your legal rights under UK consumer law

When it comes to faulty goods, UK consumers are protected by robust legislation that complements and often supersedes manufacturer warranties.

The first six months: the reverse burden of proof

For the first six months after delivery, the law treats any fault as having been there at the time of delivery. This is a reverse burden of proof under section 19(14) of the Consumer Rights Act 2015: you don’t have to prove the fault existed from the start, the retailer has to prove it didn’t, for example that it came from misuse or accidental damage.

One thing that catches people out: this reverse burden doesn’t apply to the 30-day short-term right to reject. It applies when you ask for a repair, a replacement, a price reduction or the final right to reject. After six months the burden flips back to you, so keep your receipts, photos and any independent reports.

Returns policy in the UK

Retailers often have their own returns policies, but consumer rights under the Consumer Rights Act 2015 supersede any store policies. For faulty goods:

• Within 30 days, you are entitled to a full refund.
• After 30 days, you can request a repair or replacement.
• If repair/replacement fails, you can seek a refund or price reduction.

Buying through Amazon and other online marketplaces

Who you can claim against depends on who actually sold you the item. If the listing says “Ships from and sold by Amazon”, Amazon is the retailer and your Consumer Rights Act claim is against Amazon. If you bought from a third-party seller on Amazon Marketplace (or eBay, Etsy and similar), your contract is with that seller, not the platform, so that’s who you pursue for a repair, replacement or refund.

In practice:

• Within 30 days you can reject a faulty item and ask for a full refund.
• After 30 days the seller can offer a repair or replacement first, then a refund if that fails.
• The seller pays return postage on faulty goods, not you.

Amazon’s A-to-z Guarantee is a separate buyer-protection scheme rather than a statutory right, but it’s often the quickest route when a marketplace seller goes quiet. If you paid between £100 and £30,000 by credit card, section 75 of the Consumer Credit Act 1974 can make your card provider jointly liable, though it’s harder to rely on for marketplace purchases where you don’t pay the seller directly.

Separately, the Digital Markets, Competition and Consumers Act 2024 (in force from 6 April 2025) bans fake reviews and hidden “drip pricing”, and gives the Competition and Markets Authority (CMA) direct powers to fine traders, so the listings and reviews you rely on when buying should now be more trustworthy.

FAQs

What is the difference between a manufacturer’s warranty and my statutory rights? A manufacturer’s warranty is optional. Your statutory rights are legal protections you can use against the retailer.

Can a retailer refuse to help and tell me to contact the manufacturer instead? No. If the product is faulty, the retailer remains responsible because your contract is with them.

How long do I have to claim for faulty goods? You usually have up to six years in England, Wales and Northern Ireland, and five years in Scotland. After the first six months, evidence matters more.

What if a faulty product causes death? If a faulty product causes death, seek urgent legal advice. This may become a serious product liability claim.

Can I insist on a replacement for a faulty product? You can ask for a replacement, but the retailer may offer a repair first if that is reasonable.

Understanding your consumer rights is essential when dealing with faulty goods. By being informed of warranty terms and legal protections, you can effectively address issues with retailers and manufacturers. Always act promptly and assert your rights confidently to ensure fair treatment as a consumer.

Need expert guidance on faulty goods?

Qredible connects you with experienced consumer rights lawyers. They can help you navigate complex warranty issues, assert your rights, and resolve disputes effectively.

KEY TAKEAWAYS:

• Manufacturer warranties are voluntary offerings, while statutory rights are legally enforced and often provide more comprehensive protection for consumers.
• The Consumer Rights Act 2015 stipulates that goods must be of satisfactory quality, fit for purpose, and as described. It also provides consumers with a 30-day right to reject faulty goods for a full refund.
• After the initial 30-day period, consumers are entitled to a repair or replacement of faulty goods. If these remedies fail, consumers can then claim a refund or price reduction.
• Time limits for making claims vary across the UK. Consumers have up to 6 years to claim in England, Wales, and Northern Ireland, and 5 years in Scotland. Additionally, there’s a 6-month reversed burden of proof period where faults are presumed to have been present at the time of purchase.