How to Claim for Faulty or Undelivered Goods

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. When goods fail these standards, you have strong legal rights.

Common scenarios: - Item bought online not delivered - Goods arrived damaged or faulty - Refund refused after faulty product returned - Counterfeit goods received

Key timeframes: - 30 days: Right to reject for full refund - 6 months: Fault presumed to have existed at delivery (seller must prove otherwise) - 6 years: Can still claim, but you must prove fault existed at delivery

Essential evidence: - Purchase confirmation/receipt - Photos of damaged/faulty items - Delivery tracking information - Seller correspondence

Helpful evidence: - Return shipping proof - Bank/card statement showing payment - Product specifications/listing - Expert assessment for complex faults

For non-delivery: - Proof you ordered and paid - Tracking showing non-delivery or lost - Communications requesting delivery

Typical claim value: £20 - £10,000

You can claim: - Full refund of purchase price - Return postage costs - Any consequential losses - Interest on the sum owed

Remedies by timeframe: - Under 30 days: Full refund, no deductions - 30 days to 6 months: Repair or replacement first, then refund (small deduction possible for use) - Over 6 months: Same but you must prove fault existed at delivery

Who is responsible: The seller is responsible for delivery until goods are in your possession. If an item is lost in transit, that is the seller's problem, not yours.

What to do: 1. Check tracking and allow reasonable delivery time 2. Contact seller in writing reporting non-delivery 3. Give them opportunity to redeliver or refund 4. If they refuse, claim for full purchase price

"Left with neighbour" issues: If you did not authorise delivery to a neighbour and it is lost, the seller is responsible. If you did authorise it, liability depends on the circumstances.