If a product you've bought is faulty

If you buy a product and it doesn’t work properly, it might be obvious straight away. But if it’s badly designed or put together, it could be months or even years before you find out something’s wrong.

Depending on what it is and where you bought it, your product might still be under warranty – so it’s always worth checking with the retailer. But it’s not always that simple. Maybe you’ve lost your receipt, or the warranty has run out. Or maybe the retailer claims that you haven’t looked after the item properly.

You're protected by your consumer rights 

The law says that all products must be fit for the purpose they’re supplied for, must match their description, and must be of satisfactory quality. If what you’ve bought doesn’t meet one of these criteria, the retailer has to make things right. But proving it isn’t always easy. And if you’re taking on a big high-street chain or online store, it can be difficult to know where to start and who to speak to.

How we can help

Our team of legal experts can help you understand whether you’re entitled to an exchange or refund for your product.

We’ll listen to the problem and explain what your rights are. We’ll talk you through the different ways you might be able to resolve the situation. And then we’ll help you understand what steps you can take to get the exchange or refund you’re looking for. We can even tell you where you stand with things you've bought second hand. We will:

• listen to the problem and explain what your rights are
• talk you through the different ways you might be able to resolve the situation
• help you understand what steps you can take to get the exchange or refund you’re looking for