Step-by-step
Document the fault
Take photos and videos of the faulty or damaged goods immediately upon receipt. Keep all packaging.
Contact the seller quickly
Report the issue within 30 days for full refund rights. Put your complaint in writing with photos attached.
Know your remedy
Within 30 days: full refund. After 30 days: repair/replacement first, then partial refund. Choose the remedy you want.
Return the goods
The seller should arrange and pay for return of faulty goods. Get proof of return.
Escalate if refused
If refund refused, send letter before claim. Consider credit card claim under Section 75 if applicable.
File court claim
If still unresolved, file via Money Claim Online for the item cost plus return postage.
Your Rights for Faulty 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
Evidence You Need
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
What You Can Claim
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
Non-Delivery Claims
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:
- Check tracking and allow reasonable delivery time
- Contact seller in writing reporting non-delivery
- Give them opportunity to redeliver or refund
- 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.
Frequently asked questions
What if the seller says the fault was caused by me?
Within the first 6 months, the law assumes the fault existed at delivery - the seller must prove you caused it. After 6 months, you must prove the fault was inherent. An independent inspection can help establish the cause.
Can I claim for items bought in sales?
Yes. Sale items have the same consumer rights as full-price items. A shop cannot exclude your rights just because something was reduced. The only exception is if the reduction was specifically because of a disclosed fault you accepted.
What if the seller offers store credit instead of a refund?
For faulty goods, you are entitled to your money back. You do not have to accept store credit. The refund should be by the same payment method you used, unless you agree otherwise.
Can I claim against my credit card if the seller refuses?
Yes, for purchases between £100 and £30,000 paid by credit card, you can claim against your credit card company under Section 75 of the Consumer Credit Act. They are jointly liable with the seller.
How do I return a faulty item?
The seller should arrange and pay for returns of faulty goods. If they ask you to post it, they must refund your postage. Always get proof of posting. Do not send items at your own cost unless they confirm they will refund it.
What if I bought from a private seller?
The Consumer Rights Act only applies to business sellers. Private sales (e.g., Facebook Marketplace, car boot sales) have fewer protections. The item must still match any description given, but there is no automatic quality guarantee.
This guide provides general information about UK small claims court procedures and is for educational purposes only. It does not constitute legal advice. CourtPilot is not a law firm and is not regulated by the Solicitors Regulation Authority. The law may have changed since this guide was last updated. For advice specific to your situation, please consult a qualified solicitor or seek help from Citizens Advice.