How to get refund on a car
Every day, consumers ask me a variety of questions across my social media platforms, Instagram, Facebook, TikTok and Threads. In my weekly The Complaining Cow Consumer Column, I share the issues that come up most frequently.
I get asked on a regular basis about consumer rights and how they apply to cars. When I make videos on the topic I invariably get the trolls! They are nearly always men “mansplaining”, telling me I’m wrong and that because I don’t know about cars I don’t know about the law!
This is, of course, not true because you don’t need to know how a television works or how a dress is made to understand the consumer law around it! But I do know about your consumer rights and how they apply to buying cars.
So, what are your rights when a new car goes wrong within the first couple of weeks of purchase?
According to the Consumer Rights Act (CRA) 2015, items must:
- be fit for purpose
- be of satisfactory quality
- match the description
- be free from defects
- last a reasonable length of time
In this case, you are entitled to a full refund using the “right to reject”. Because, up to 30 days from purchase, you are entitled to a full refund. After that time the law stipulates a repair or replacement.
You may find some dealers who attempt to dispute this. They will say that you should’ve taken out a warranty or that the warranty doesn’t cover something that’s gone wrong. Whilst you can use a warranty if you want, the fact remains, you always have consumer rights. See What is a warranty, a guarantee and my consumer rights?
Up to 6 months from purchase it is deemed that the fault was there at the point of purchase. After then the burden of proof shifts to the consumer. If you have difficulties with the dealership and they refuse the refund, you can submit a case through the Motor Ombudsman at no cost, if they are a member. Be, aware, though that there is currently a few months of backlog.
If you have taken out finance (a loan) on the car, the finance company actually owns the vehicle until you have finished paying it off. Therefore, you can also go to the finance company to get your refund. If the finance company refuses, you can take the finance company to the financial ombudsman. See Everything you need to know about financing your car purchase.
Below is a TikTok video on your rights when a car goes wrong within a month of buying it. As predicted, people tried to tell me in the comments that consumers can damage a clutch and it was not a good example. But, for this example, the clutch is no different to any other car part.
In short, the seller (for a new car this is usually a “main dealer”) must give you a full refund unless they can prove that the fault was not there at the point of purchase.
@thecomplainingcow Bought a new car and the clutch went within 30 days? You might have more rights than the dealer wants you to think. 🚗💥 Here’s what to do when your “new” car breaks faster than expected — and how to fight for a refund or repair. Don’t let them fob you off! #ConsumerAdvice #Refunds #ConsumerRights #CarProblems #newcars
More help and advice on car purchasing and using garages
All you need to know about car purchasing, financing and garages links to various posts about rights and how to complain effectively regarding different aspects of buying a car.
Further help with asserting your consumer rights
Top 20 Tips for how to complain effectively
More help and advice on car purchasing and using garages
Car buyers alert: how not to get fobbed off
How not to get fobbed off by a garage (and what to do if you have been!)
All you need to know about car purchasing, financing and garages
How to complain about financial institutions
Further help with consumer issues
Top 20 Tips How to complain effectively
If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer provides you with more tips
Purchase and download templates to gain redress swiftly
