What UK law protects me when I buy faulty goods?

The Consumer Rights Act 2015 is the primary legislation. It gives you the right to a full refund within 30 days (short-term right to reject), one repair or replacement attempt within six months (with the retailer bearing the burden of proof), and ongoing rights up to six years under the longer-term right to reject. Section 75 of the Consumer Credit Act 1974 adds joint liability for your credit card provider on purchases between £100 and £30,000.

Can the retailer make me deal with the manufacturer instead?

No. Your contract is with the retailer, not the manufacturer. The Consumer Rights Act 2015 makes the retailer responsible for faulty goods. A retailer who directs you to the manufacturer is deflecting their legal obligation. You are entitled to respond in writing that you are asserting your statutory rights against the seller and require a remedy within a specified time. The System includes the exact template for this.

What is the Fault-at-Purchase Presumption Window?

The Fault-at-Purchase Presumption Window is the first 30 days after purchase during which UK law presumes any fault was present at the time of sale. The retailer — not you — must prove the goods were fault-free when sold. After 30 days and within six months, the presumption still applies but the retailer can attempt to rebut it. After six months, you must prove the fault existed at purchase, typically requiring independent assessment.

How many repair attempts must I allow before escalating?

One. Under the Consumer Rights Act 2015 (s.23), the retailer is entitled to one repair or replacement attempt. If that repair fails, or if the repair would cause you significant inconvenience, you can escalate immediately to a price reduction or the final right to reject. The Repair Loop Trap occurs when retailers attempt multiple repairs while consumers are unaware that the one-attempt rule has already been satisfied.

Does the Faulty Goods Fight-Back System cover second-hand goods?

Yes, with important distinctions. Your statutory rights apply to second-hand goods purchased from a trader — the Consumer Rights Act 2015 covers all goods sold in the course of a business. However, the time expectations are adjusted: what counts as satisfactory quality is assessed with reference to the age and condition of the goods, and the 30-day short-term right to reject may be shortened by agreement in certain circumstances. The System includes a dedicated section on second-hand goods claims.

What is the DMCC Act Consumer Leverage Note?

The DMCC Act Consumer Leverage Note refers to the enforcement provisions under the Digital Markets, Competition and Consumers Act 2024. This legislation gives the Competition and Markets Authority direct enforcement powers over consumer rights breaches, removing the need to go through civil court in many cases. The System explains how to reference DMCC Act enforcement risk in your formal complaint letter — which significantly increases the pressure on retailers who might otherwise treat your claim as low-risk.

What is the PCP Liability Split and does it affect my claim?

The PCP Liability Split is the framework for determining who bears liability — the dealer, the finance company, or both — when goods purchased on a Personal Contract Purchase (PCP) agreement are faulty. Because PCP is a regulated consumer credit agreement, Section 75 CCA 1974 joint liability applies, and the finance provider is equally responsible for the fault. The System explains the split in detail and includes separate claim letters for both the dealer and the finance provider.

Can I claim for consequential losses — not just the product itself?

Yes. Under the Consumer Rights Act 2015 and general contract law, you can claim for consequential losses that flow directly and foreseeably from the faulty goods. Examples: a faulty washing machine that causes a flood, a defective boiler that forces you to stay in a hotel. These claims require clear documentation of the loss and its connection to the fault. The System covers consequential loss claims and the evidence required to support them.

What happens if the retailer has gone into administration?

If the retailer has gone into administration or ceased trading, your statutory rights against that retailer become very difficult to enforce directly. Your best options are: (1) a Section 75 claim against your credit card provider if applicable; (2) a chargeback claim through your debit or credit card; or (3) a claim against the manufacturer's warranty if one exists. The System covers all three fallback routes.

What does the Escalation Dead-Line Calendar do?

The Escalation Dead-Line Calendar is a structured timeline tool inside the System that maps your rights to specific dates based on your purchase date and fault discovery date. It shows you exactly when each statutory window opens and closes — the 30-day refund right, the six-month burden-of-proof window, and the six-year limitation period — and triggers the correct evidence and correspondence actions for each stage. It prevents the most common and costly mistake in faulty goods claims: missing a legal threshold.

10 Questions Answered

Faulty Goods Fight-Back — Full FAQ

Detailed answers to the questions UK consumers ask most when facing a faulty goods dispute — covering your rights, timelines, evidence, and escalation options.

Every Answer. One Clear System.

The Faulty Goods Fight-Back System gives you the templates, timelines, and evidence framework to turn these answers into a winning claim.

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