How many repairs for faulty items?
When you purchase a product, you are protected by the Consumer Rights Act (CRA) 2015. If there is a breach of the CRA then your entitlement to refund, replacement or repair depends on a number of factors.
I frequently get asked about repairs on my social media platforms, Instagram, Facebook, TikTok and Threads. In my weekly The Complaining Cow Consumer Column, I share some common topics and so will cover the issue of repairs in more detail below.
Your legal rights
According to the Consumer Rights Act, items must:
- be fit for purpose
- be of satisfactory quality
- match the description
- be free from defects
- last a reasonable length of time
Refund, Replacement or Repair?
Up to 30 days from purchase you are entitled to a full refund, if there is a breach. After this time you are entitled to a repair or replacement. For the first 6 months it is deemed that the fault was there at the point of purchase and after this time the burden of proof moves to the consumer.
After the 30 days it is the retailer’s choice to decide on repair or replacement. This must be at no inconvenience or cost to you. Your contract is with the company to which you gave your money and not the manufacturer. (Unless you paid the manufacturer direct!) You need only give them one chance at repair.
If that fault appears again, you would be entitled to a refund. However, the retailer can deduct an amount for use after the first 6 months (earlier if a vehicle). This must be reasonable and proportionate.
If a different fault appears, then this would be considered the “first time” for a repair. However, you may be able to argue that an item that has multiple faults is fundamentally flawed and reject it.
The TikTok video below gives your rights on repairs:
@thecomplainingcow Businesses don’t get unlimited chances to repair faulty goods. Here’s how the one chance at repair rule works. Follow for consumer rights advice. #consumerrights #refunds #consumeradvice #consumerlaw #returns
More help with complaints against companies
See Top 20 Tips on how to complain effectively
To ensure that you know your rights and how to use them take a look at the book. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results. As one reviewer says “you’ll get more than your money back the first time you use it!”
101 Habits of an Effective complainer designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.
Purchase downloadable templates to gain redress to get refunds and redress.
