If a product you've bought is faulty

If you buy something in the UK or from a UK company online and it doesn’t work properly, it might be obvious straight away or you might not find out for months or years!

You might still have a valid warranty so it’s always worth checking. But, failing that, you might be able to rely upon your consumer rights if the purchase was in the last 6 years.

You're protected by your consumer rights

The law says that all products (including vehicles) must be of satisfactory quality, fit for the purpose they’re supplied for and match their description. If what you’ve bought doesn’t meet one of these criteria, the seller has to make things right. But proving it isn’t always easy and it can be difficult to know where to start and who to speak to.

How we can help

We can help you understand your rights as a consumer and whether you’re entitled to an exchange or refund for your purchase. Whether you want to just know your legal position before initially approaching the seller, discuss legal proceedings and costs because you’re not getting anywhere with the seller or get some help with your court claim, we’ll be happy to help you and steer you away from potential pitfalls. We’ll:

• listen to what the situation is and give you clear guidance on your legal rights
• consider and advise you on all your options for resolving the dispute
• provide templates where available to help raise you legal arguments
• guide you through the small claims court process and with completing court documents