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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
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As much advice as you need for as long as you need £9 per month plus a one-off £29 joining fee (cancel anytime)
  • Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
  • Get clear guidance on your next steps from experts you can trust
  • Unlimited calls – speak with us as often as you need
  • Cover for your whole household
  • Regular news and advice emails
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If you need assurance that we can help with your issue before joining online read our common questions, or ask our advisers via live chat.
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Meet your experts
Matthew Tribble Sq Matthew Tribble Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance. See profile
Nadina Hoeller Nadina Hoeller Nadina specialises in civil litigation, having previously represented claimants in personal injury claims.
Dominique Butler 360X360 (1) (1) Dominique Butler Dominique is an expert in providing advice on consumer law matters.
Ian Hawkins Sq Ian Hawkins Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible. See profile
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