Refund
£489.99
For consumers · England & Wales · Small claims under £10,000
Faulty goods? Get your money back.
Under the Consumer Rights Act 2015.
Bought something that’s broken, not as described, or not fit for purpose? You have a clear statutory right to a refund, repair or replacement under the Consumer Rights Act 2015. If the seller won’t play ball, the small-claims track will.
We help you prepare the documents and file them yourself — you’re always the claimant on the record. Not a law firm, no legal advice given.
✓ CRA 2015 s.20 — short-term right to reject
✓ Burden of proof shifts to seller after 30 days
✓ s.69 interest at 8% recoverable
30-day right to reject ✓
30 days
Short-term right to reject faulty goods for a full refund — Consumer Rights Act 2015 s.22.
6 months
Period where the fault is presumed to have been there at sale — the seller must prove otherwise.
s.20
Consumer Rights Act 2015 — the section that gives you the right to reject and a full refund.
Can you take this to court?
Five checks.
If most are yes, you’ve got a claim.
The Consumer Rights Act 2015 is the strongest consumer-protection statute we have. If you bought as a consumer from a business and the goods are faulty, the law is firmly on your side.
1
You bought goods that are faulty, not as described, or not fit for purpose.
2
You reported the fault to the seller and they refused to refund, repair or replace.
3
You bought the goods as a consumer (not for business use).
4
The goods were purchased from a business — not a private seller.
5
The amount you’re claiming is under £10,000.
· Eligibility self-check
✓You bought goods that are faulty, not as described, or not fit for purpose.
✓You reported the fault to the seller and they refused to refund, repair or replace.
✓You bought the goods as a consumer (not for business use).
✓The goods were purchased from a business — not a private seller.
What CourtPilot drafts for you
Pleaded to CRA 2015.
Not a template.
Generic complaint letters don’t cite the statute. CourtPilot drafts to the Consumer Rights Act 2015 — names the right being exercised (s.20 refund, s.23 repair/replace, s.24 price reduction) and the timing rules that go with it.
1
Letter Before Action — Names the goods, the fault, the CRA 2015 right being exercised and the 14-day deadline under the Practice Direction on Pre-Action Conduct.
2
Fault timeline & evidence list — When you bought it, when the fault appeared, what you said to the seller, what they said back — the chronology the court will look at first.
3
Particulars of Claim — Pleaded to CPR Part 16, citing CRA 2015 ss.9–11 (satisfactory quality, fit for purpose, as described) and ss.20–24 (the consumer’s remedies).
4
Witness statement & court bundle — Your account with receipts, photos and correspondence exhibited — indexed and paginated for the hearing.
9:415G
Re: Faulty washing machine — refund under CRA 2015 s.20
Dear Sirs,
I write before issuing a claim in the County Court Money Claims Centre. On 18 March 2026 I purchased a Bosch WAJ28008GB washing machine from you for £489.99 (order #44102). The machine ceased to drain or spin within 11 days of delivery.
I exercise my short-term right to reject under Consumer Rights Act 2015 s.20 and require a full refund within 14 days…
Days used
11
Statute
CRA s.20
Deadline
14 days
Download Word doc →
The cost of being heard
Solicitors don’t scale to consumer goods.
CourtPilot does.
On a £400 faulty appliance, a solicitor’s fee would dwarf the recovery — and on the small-claims track those fees aren’t recoverable. CourtPilot is one flat price covering everything.
What a solicitor charges
£800–£2,000
Plus their hourly rate after that
Typical solicitor fee for a small-claims consumer-goods case — and most won’t take cases under £1,500. Not recoverable on the small-claims track.
What CourtPilot charges
£97
One-off · the lot
LBA citing CRA 2015, fault timeline, particulars, witness statement, MCOL walkthrough, court bundle. One-off — credited against the £9.97 if you sent the letter first.
What changes
Nothing
You’re still the claimant
Same court, same forms, same procedure. You sign and file. We draft, walk you through MCOL, and produce the bundle.
Pricing, in one breath
£9.97 today. £97 if it goes the distance.
Send the letter first. Most disputes settle once a proper LBA lands. If yours doesn’t, the £9.97 comes off the toolkit — same total either way.
01 · Today
£9.97
Letter Before Action
Drafted from your receipt and the fault history, names the goods, the section of the CRA you’re relying on, and the 14-day deadline. Citing the statute correctly turns most refund disputes around.
02 · If they don’t settle
£97
£87.03
Upgrade to the full toolkit
MCOL walkthrough, particulars, fault timeline, witness statement, court bundle, hearing script. £9.97 credited automatically.
03 · Included
Free
CRA remedy picker
Built in. Tell us when you bought it and when the fault appeared — we tell you whether you’re in the 30-day reject window, the 6-month presumption period, or the longer reasonable-period rules.
The questions people ask
The bits people always ask.
What is the 30-day short-term right to reject?+
Under Consumer Rights Act 2015 s.22, you have 30 days from delivery to reject faulty goods for a full refund. No “one chance to repair” — you just give the goods back and take your money. After 30 days, you must give the seller one opportunity to repair or replace before requesting a refund.
What if the fault appears after 30 days?+
Between 30 days and 6 months, the goods are presumed to have been faulty at the time of purchase — the seller must prove otherwise under CRA 2015 s.19(14). You’re entitled to a repair or replacement under s.23. If that fails, a refund under s.24 (which may be reduced for use).
Do I claim against the seller or the manufacturer?+
Your contract is with the seller, not the manufacturer. You always claim against the business that sold you the goods. The seller cannot fob you off with “take it up with the manufacturer” — the CRA is clear that the seller’s the responsible party.
What about goods bought online?+
For online purchases you also have a 14-day cooling-off period under the Consumer Contracts Regulations 2013 to return goods for any reason. If the goods are also faulty, your CRA rights apply on top — and the seller pays the return postage where the goods are faulty.
What evidence do I need?+
Proof of purchase (receipt, order confirmation, bank statement), photos of the fault, and any correspondence with the seller. If the fault is technical, a short expert opinion or independent inspection report can strengthen the case — the cost is recoverable in the claim.
Two minutes · No card
Find out which CRA remedy applies to your case.
Free case check tells you whether you’re inside the 30-day reject window, what to claim, and the exact next step. No card required.