Consumer Rights Act 2015 — Contract Law

My Retailer Sent Me to the Manufacturer — What UK Law Actually Says

Your retailer cannot legally send you to the manufacturer for a faulty goods claim. Under the Consumer Rights Act 2015, your statutory rights sit entirely with the retailer — the party you entered a contract with. The manufacturer has no direct obligation to you under UK consumer law unless you have a separate warranty or contract with them. A retailer who deflects your claim to the manufacturer is not following the law — they are evading it.

Why Can't a Retailer Send Me to the Manufacturer?

Consumer law in the UK is built on contract. When you buy a product from a retailer, you enter into a contract with that retailer — not with the manufacturer, not with the distributor, not with the importer. The Consumer Rights Act 2015 then implies statutory terms into that contract: the goods must be of satisfactory quality, fit for purpose, and as described.

When goods breach those terms, your right to remedy — repair, replacement, or refund — lies against the retailer. CRA 2015 does not mention the manufacturer in the context of statutory rights. The manufacturer is legally irrelevant to your CRA claim.

A retailer who says "contact the manufacturer" or "it's a warranty issue, nothing to do with us" is misdirecting you. It may be ignorance, it may be deliberate deflection — but either way, it is wrong.

The Legal Position

CRA 2015, Section 19: "The trader must repair or replace the goods, or reduce the purchase price, or allow rejection of the goods." The trader — not the manufacturer — is the responsible party.

CRA 2015, Section 2: "Trader" means a person acting for purposes relating to that person's trade, business, craft or profession. The retailer who sold you the goods is the trader. The manufacturer is not the trader in this relationship.

What Is the Difference Between a Manufacturer's Warranty and Statutory Rights?

Statutory Rights (CRA 2015)

  • Against the retailer
  • Cannot be taken away or watered down
  • Up to 6 years from purchase (5 in Scotland)
  • Includes right to reject in first 30 days
  • Full refund within 6 months after failed repair
  • No registration required

Manufacturer's Warranty

  • Against the manufacturer
  • A voluntary contractual extra
  • Typically 1–2 years
  • Terms set by the manufacturer
  • May exclude certain faults or damage
  • May require product registration

The key rule: you can use both, but you do not have to use the warranty. If the manufacturer's warranty offers more than CRA rights (e.g. a longer repair period), you may use it in addition. But never use the warranty route instead of your CRA rights — doing so can weaken your legal position if the manufacturer dispute resolution process fails.

What Should You Do When a Retailer Sends You to the Manufacturer?

1

Do not engage the manufacturer as your primary route

You may contact the manufacturer to gather technical information or get a fault confirmed in writing — but do not submit a formal warranty claim as a substitute for your CRA claim against the retailer.

2

Write to the retailer immediately

Send a formal written communication (email is fine) stating: 'Under the Consumer Rights Act 2015, my statutory rights are against [Retailer Name] as the contracting party. I am directing my claim to you and expect you to handle it accordingly.'

3

Reference the law explicitly

Retailers often deflect because customers don't know their rights. Naming CRA 2015 in writing signals that you do. Many retailers reverse their position immediately once they see a consumer who knows the law.

4

Give a clear deadline

State that you expect a response within 14 days. This creates a documented record of the retailer's refusal to engage — which you will need for chargeback or ADR.

5

Escalate if they persist

Chargeback (if paid by card), ADR scheme, or small claims court — in that order. The retailer's refusal to acknowledge their CRA obligations is itself a breach that strengthens your position in any escalation.

What If the Manufacturer Acknowledges the Fault — Does That Help?

Yes, significantly. If the manufacturer confirms the fault in writing — especially if they state it was a manufacturing defect — that evidence is extremely useful in your CRA claim against the retailer.

Use the manufacturer's confirmation as supporting evidence in your formal letter to the retailer. A retailer cannot easily argue the product is not faulty when the manufacturer has said in writing that it is.

The Faulty Goods Evidence Pack framework — covered in the companion page — includes manufacturer correspondence as one of the six categories of evidence to collect.

Frequently Asked Questions

Can a retailer legally send me to the manufacturer for a faulty goods claim?

No. Under CRA 2015, your statutory rights are against the retailer — the party you have a contract with. The manufacturer is not party to that contract. A retailer who sends you to the manufacturer instead of handling your CRA claim is deflecting a legal obligation they cannot transfer without your consent.

Should I use the manufacturer's warranty instead of my consumer rights?

No. You can use both, but never use the manufacturer's warranty instead of your CRA rights. Manufacturer warranties are contractual extras. If you pursue only the warranty route, you may lose the ability to claim a full refund or replacement from the retailer.

What if the retailer says the manufacturer's warranty covers the fault?

That is irrelevant to your CRA rights. The existence of a manufacturer's warranty does not extinguish your statutory right to claim against the retailer. You may choose to use the warranty if it is faster or more convenient, but you are under no obligation to — and doing so may complicate your position.

What if the manufacturer agrees the product is faulty but the retailer still refuses to refund?

The manufacturer's acknowledgement is strong evidence. Write to the retailer enclosing the manufacturer's confirmation and restate your demand under CRA 2015. If they still refuse, escalate via chargeback, ADR, or small claims.

How do I stop a retailer from deflecting my claim to the manufacturer?

Put your claim in writing, citing CRA 2015 explicitly and directing it at the retailer. State that you are pursuing your statutory rights against the retailer, not via the manufacturer's warranty. If they deflect again, escalate immediately.

Related guides in this network:

Faulty Goods Fight-Back System

Don't Let Your Retailer Deflect Your Claim

The Fight-Back System includes the complete Retailer Deflection Response letter, the escalation sequence, and every template you need to hold the retailer to their legal obligations.

Get the Fight-Back System — £27

One-time payment. Instant PDF download.