Consumer Rights Act: White Goods Appliances | Whitegoodshelp (2022)

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (1) The Sale of Goods Act has been replaced by The Consumer Rights Act 2015. The new act is designed to, “simplify, strengthen and modernise the law, giving you clearer shopping rights”. So in theory our rights should be even better than with the old Sale of Goods Act. However, some retailers are telling customers that their rights are less if they bought an appliance after the 1st of October 2015.

This implies they believe the new act gives consumers less rights. Consumer group Which? have a form on their site that allows you to compose a faulty goods complaint message to send to a retailer. Part of the form asks if you bought your appliance before, or after October 2015.

This implies there is some difference too. However, it’s possible that the difference is only to determine which legislation to quote to the retailer. I’m currently doing more research, and will keep updating this article as I find more information.

How is the Consumer Rights Act 2015 different?

The main points in the new Consumer Rights Act are that goods must be – of Satisfactory qualityFit for purpose & As described. We also still have up to six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland. So it sounds pretty much the same as the old Sale of Goods Act.

The main improvements are that we have additional rights early on after purchase, at below 30 days, and below 6 months (described below). However, there does seem to be at least one potentially negative difference. After 6 months have passed, the onus is now on us to prove that the appliance was faulty when it was delivered.

If your complaint is that after 3 years your appliance has broken down with a fault that has rendered it economically unrepairable, then proving that it was faulty when delivered sounds very difficult. If this was the case, then depending on how much it cost, how much it’s been used and under what conditions, you may still have a valid claim.

Under the old Sale of Goods Act we still had to prove that this was due to a fault when the product was purchased. So nothing should really have changed except potentially the retailer’s interpretations. Here is a quote from consumer group Which? on their old Sale of Goods Act page –

If your claim under the Sale of Goods Act ends up in court, you may have to prove that the fault was present when you bought the item and not, for example, something that was the result of normal wear and tear.

This should still be applicable with the 2015 Consumer Rights Act. If for example you bought an appliance for £600, and after 18 months it is scrap because a fault developed unrelated to wear and tear – or misuse – and it was so expensive to repair that it is not worth repairing I would say you have a very valid claim under either the Sale of Goods Act or the Consumer Rights Act.

I would argue that a fault rendering the appliance unrepairable after only 18 months means that the part that failed was not of satisfactory quality and that should be covered by either of the consumer acts.

But what if the appliance had only cost £199? Well maybe 18 months for £199 isn’t so bad if it’s had heavy use? There are no actual rules. It’s what would be considered reasonable with all circumstances considered.

This is subjective. Likewise if an appliance was scrap after 3 years it might still reasonably be considered unacceptable on an appliance that cost £600 – but again, it’s subjective, and may need a small claims court judgement, or help from Which? or another consumer group to fight the case.

(Video) Faulty Product or Poor Service? - Consumer Rights Everyone Should Know

One thing is fairly sure, the retailer will almost always say there’s nothing they can do once it is out of the manufacturer’s guarantee. That is not true if you have a valid claim.

Is satisfactory quality still covered?

The consumer group Which? still list, “not of satisfactory quality” as one of the potential complaints in their template complaint letter even if you bought the appliance after October 2015.

So, combined with the fact that we have up to 6 years to claim in the small claims court (5 in Scotland) this shows we can still claim if an appliance has not lasted a reasonable time due to unsatisfactory quality. Consider becoming a Which? member for full support and information on consumer rights.

Faulty within 30 days?

The Consumer Rights Act 2015 has now given us the right for a full refund if an appliance is faulty, unfit for purpose or not as described within the first 30 days. You must reject the product quickly though, as soon as anything is noticed.

Faulty under 6 months old?

The onus is now on the retailer to prove that a fault on a new appliance within the first 6 months is not an inherent fault. In other words unless they can prove otherwise it will be automatically assumed that your appliance had a fault when it was sold if it fails in the first 6 months.

You should be entitled to compensation or even a refund. Most retailers will still try to fob you off though. Many have a voluntary exchange policy of something like 28 days during which they will swap an appliance over out of “good will” if it fails inside the period. But after that they can be quite stubborn about it.

Any exchange policy is in addition to your rights and nothing to do with consumer rights at all. They might say they can’t exchange a faulty machine after this period, but if it is under 6 months old and has a fault you need to tell them they sold you a faulty product. That is in breach of the Consumer Rights Act.

This is of course assuming there is a genuine fault, and the issue isn’t related to poor installation, failure to use it properly, or misuse. If it’s only a minor fault though it may be more convenient to accept a repair. In fact they can insist on repairing it if they can show it’s disproportionately expensive to replace it. This little caveat can cause a lot of problems because they might argue that’s always the case. Generally though if it was a serious fault they’d probably find it better to swap it.

You should also be entitled to a refund or partial refund if a repair or replacement would cause you significant inconvenience, or if a repair would take an unreasonably long amount of time. This may well be applicable if a repairman looks at the appliance and says he needs to order parts that might take weeks to arrive and be fitted. I would especially argue the significant inconvenience issue if you had a fridge or freezer break down within 6 months and they can not repair it for weeks.

Any reasonable person is likely to argue that being without one of these vital appliances for more than a few days is very inconvenient.

You might argue the same thing if a washing machine can’t be repaired within (say) a week and you have a young baby or large family to wash for. After 6 months though things are different.

There is no 6 year guarantee

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (3) We do not have the right to free repairs up to the 5 or 6 years in the sense that any faults up to 6 years should be repaired free of charge, but I do think faults that render an appliance uneconomical to repair within the 6 years should be potentially covered (depending on full circumstances).

It’s not necessarily unreasonable if a fault develops on a washing machine or other white good within the first 5 or 6 years. Appliances can and do break down and this is accepted in the Sale of Goods Act. However, whilst it might be considered reasonable for a fault to develop on a £200 washing machine after 2 years washing for a family of 4 every day it might not be considered reasonable for a washing machine costing £600 to suffer the same – especially if only washing for a retired couple for example.

Major faults occurring within the first 5 or 6 years (which these days commonly render an appliance beyond economical repair) are a different matter though, and I believe many cases may well be covered. If an appliance breaks down and is unrepairable because of the huge cost quoted to repair it within the 5 or 6 years (especially after only 2 or 3) then I believe there is a strong case that the product has definitely not lasted a reasonable time.

(Video) Where do broken appliances end up?

You have to take into account how much it cost though, and how much use it’s had. Maybe if a washing machine only cost £200 and did 5 years of heavy washing it could be considered a reasonable lifespan, but one costing £350 and only washing for one person, or a couple, should surely have lasted longer? It’s very much open to interpretation but don’t forget the Sale of Goods Act specifically qualifies the phrase that a product should last a reasonable time by saying “reasonable” is “that (which) a reasonable person would regard as satisfactory”.

A can of worms is waiting to be opened

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (4) Until enough people start to fight for these rights and retailers and manufacturers are forced to comply most consumers may have to resort to taking a seller to the small claims court to get a decision on the true extent of their rights ( Small claims court advice ).

If this ever occurs on a large scale it will cause serious ripples. The status quo affords a lot of extra profit to retailers and manufacturers. It effectively encourages them to produce or sell poor quality products. They financially benefit from doing so through extra sales when they don’t last, extra repair business, extra sales of spare parts, and sales of extended warranties.

I’m sure many people take out an extended warranty to protect them from the fear of a major fault developing within the first 5 years, which may well be covered under the Sales of Goods Act. Related: consumers lost over £1bn last year through not using consumer rights | Money Helpline Saves Members Over a million pounds

What would happen if consumers actually received their statutory rights?

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (5)

I suspect retailers were made responsible for all problems with the products they sell – even when it’s clearly not their fault – for two reasons.

Firstly because the customer only has a contract with the people they bought from – and not the people who made it. They shouldn’t have to negotiate with faceless third parties. Secondly, and I’d like to think this was intended though it’s only speculation on my part, if retailers sell rubbish they (in theory) should suffer financial and time consuming consequences and would either stop selling the rubbish or put pressure on manufacturers to improve quality.

Unfortunately retailers do sell a lot of poor quality products that don’t last anywhere near as long as they should, and of course manufacturers continue to make them. Because most consumers don’t enforce their consumer rights both manufacturers and retailers generally profit nicely from sub standard quality and have little incentive to produce or sell better quality products.

Consumers take most of the impact of poor quality goods themselves by paying out extra for extended warranties or by replacing products far too often, or by paying out to repair products within the first 6 years when the retailer may well be liable.

Most manufacturers (of appliances at least) own so many brands they don’t even fear people being so dissatisfied with a brand that they don’t buy it again because they own many of the “alternative” brands. ( Who owns who? Who really makes your appliance? )

If consumers en mass started to reject the status quo it would put the cat amongst the pigeons and cause a lot of trouble for retailers and manufacturers. Retailers in particular wouldn’t know what had hit them. In the end they’d have to stop selling rubbish because they could no longer profit from doing so. They would only be able to survive selling products that were good enough to last the “reasonable time” expected.

(Video) Cheated & Ripped Off With Appliances

I wouldn’t try to say that most appliances are so rubbish that the majority of them don’t last (although some might), but there’s little doubt that an unacceptable percentage of white goods appliances do suffer expensive breakdowns well within the first 5 or 6 years and this current situation, which is bad for the environment as well as consumers, is only viable because it’s the consumer that bears most of the financial costs. If the consumer refused to accept this burden it would pass back to the retailer as the Sale of Goods Act intended and guess what – the retailers would ensure products they sold were more reliable.

Would we be better off?

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (6)

This paragraph is a little tongue in cheek but believe it or not I would worry about how all this could impact the economy especially in these very tough times for retailers.

If there’s one thing I’ve learnt from the “credit crunch” it’s that our economy seems to be based almost entirely on everyone buying lots of products they do not need, and replacing them way too regularly. As soon as we enter a time when people stop buying things they don’t really need we have mass unemployment and business’s struggle. So if all products were much more reliable it could have a big impact on sales and jobs.

It would however be better environmentally and that’s pretty important at the moment. The cost of products would have to go up because you can’t have very cheap and very reliable. It’s ironic that in a way, all these shoddy goods help keep our economy going. However, the same could be said for crime and vandalism, think how many jobs would be lost if there was no crime – seriously it would be millions.

There’s no need for every product to be high quality and there’s plenty of room for a healthy variance in quality but products should still last a “reasonable” time and most people would think a white goods appliance lasting less than 5 or 6 years before a major fault renders it not worth repairing is not reasonable in most circumstances.

Fair wear and tear clause

A vital point to realise is that the Sale of Goods act and the Consumer Rights Act in the UK giving rights to compensation for between 5 and 6 years is not a guarantee or warranty. There has always been a fair wear and tear clause. It has always said that it does not mean that no breakdowns at all should occur within this period –

Goods cannot always be expected to work fault-free. They can break down through normal use. Buyers cannot, therefore, expect to hold the seller responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on, or a mis-description of the goods, or a lack of durability that suggests the goods were not of satisfactory quality to start with.

Research further

Consumer Rights Act: White Goods Appliances | Whitegoodshelp (7) Last year I spent a few weeks researching consumer rights and wrote an entire section focusing on consumer rights for washing machine owners though most of the advice should be equally relevant for most appliances and even other products.

Many manufacturers give 2 year guarantees (such as Bosch) and even 5 year parts and labour guarantees such as Miele or 10 year guarantees (ISE10 and occasionally Miele). The longer the guarantee period the better. However, any guarantee given by a retailer or a manufacturer, as the famous phrase says, “is in addition to your statutory rights”.

The Sale of goods Act is a separate right which often needs fighting for and is shrouded in mystery, confusion and denial as well as (to be fair) often over inflated expectations from consumers.

Here’s why being out of guarantee is often irrelevant

My article here gives examples of how even years out of guarantee we may still have rights – Out of guarantee doesn’t always mean you have to pay out

Related Consumer Links –

I’ve read all the consumer advice about washing machines, I’m thinking of taking them to court (This page contains a link which allows you to pursue a small claim online, without even having to leave home. The article is about washing machines but the link can be used to pursue any small claims court action)

My Consumer advice section.

The above link includes many links to consumer booklets and guides as well as looking at many related FAQs regarding white goods and repairs. One of the most useful guides available is written for retailers. This is a valuable guide for retailers, but as consumers it is very useful to see what retailers are being told are their responsibilities by the Department of Trade & Industry.

Five consumer laws you really ought to know. There are several references to washing machines and white goods in the article and the comments below it.

(Video) Consumer Rights Act 2015 - What are the compliance challenges for in-house lawyers

How The Sale of Goods Act leaves manufacturers with little or no consequences for making rubbish

Making only retailers responsible for poor quality products has major downsides. Everything I’ve read about consumer rights cases, and all of my personal experiences, have shown that the big retail companies usually deliberately stall us. They keep information from us and mislead us (proven by Which? research). They even keep their front line staff in the dark about our rights so that they genuinely believe we have no rights, and sound convincing when they fob us off. They realise most people will give up so they play the numbers game. They disingenuously refuse to help us when we have bought products that have been of very poor quality, have not lasted a reasonable time, or have had design faults and inherent faults.

They refuse to give refunds or replacements even when we quote our Consumer Rights or threaten to take them to the small claims court. They know this method weeds out most people. I’m not talking about when customers make unreasonable demands, which does happen, but when we have clear and obvious claims. If you have a genuine claim the chances are very remote that the retailer will admit it. Unless you make a serious fuss they have nothing to loose by stalling you until they get official small claims court papers through. Then they will likely pay up.

In my opinion the system does not work well at all. The retailers are not to blame for shoddy goods, yet they have to suffer losses of time and money sometimes years after selling a product and they presumably do not agree with it. Maybe this is why – Is the Consumer Rights Act 2015 too hard on retailers?.

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How long are white goods guaranteed for? ›

How long are warranties on household appliances? The standard manufacturer's warranty usually runs for the first one or two years after you have bought an appliance. An extended warranty could provide cover for two, three or four more years.

What is the law on white goods? ›

The new law means that manufacturers now have to make repair information and spare parts available for repairs for up to ten years for certain new white goods and televisions. It aligns Great Britain with the EU and Northern Ireland, where the same legislation came into effect in March 2021.

What are my rights with a faulty washing machine? ›

The Consumer Rights Act 2015 gives us the right for a full refund if an appliance is faulty within the first 30 days. If the appliance is genuinely faulty you can request your money back. You should stop using it and reject it.

Can I insist on a replacement for faulty goods? ›

You'll have legal rights if the item you bought is: broken or damaged ('not of satisfactory quality') unusable ('not fit for purpose') not what was advertised or doesn't match the seller's description.

Can I return a faulty item after 6 months? ›

If you return goods before six months and the dispute went to court, it would be for the store to prove the goods weren't faulty when you bought them. After that, it's for you to prove they were. So the burden of proof is far easier in under six months. Within six years – the longest you have to claim fault.

What are the 8 basic rights of the consumers? ›

  • Consumer's rights to enforce terms about goods.
  • Right to reject.
  • Partial rejection of goods.
  • Time limit for short-term right to reject.
  • Right to repair or replacement.
  • Right to price reduction or final right to reject.

Does everything have a 12 month guarantee? ›

There is no such thing as a 12 month guarantee with the retailer/seller. The length of time you have to return any product depends upon the life expectancy of the product.

Who is responsible for faulty goods retailer or manufacturer UK? ›

Under the Consumer Rights Act 2015, the Retailer or Internet Seller is responsible for any faulty goods and must repair or replace the product. If they do not, then you have the right to take it further with Trading Standards. The manufacturer has no responsibility for faulty goods sold to the public.

What are my statutory rights regarding refunds? ›

Your legal rights to a refund

You have 30 days to return faulty goods and receive a full refund. You're entitled to ask for a refund or price reduction after one failed attempt by the retailer to repair or replace a faulty item. Or you can request another repair or price reduction at no extra cost.

How long does a retailer have to replace a faulty item? ›

Returning goods during the first 6 months.

The Consumer Rights Act 2015 says that if you have purchased a product which is or has become faulty in the first 6 months after purchase, then the retailer must inspect the product to deem whether it was the consumer that caused the fault or not.

Can I get a refund for a faulty washing machine? ›

If goods are not of “satisfactory quality” the buyer has the right to reject the goods. In exercising this right the buyer should, within a reasonable time of the fault arising, return the goods to the seller or ask the seller to collect them. If a buyer rejects faulty goods they are entitled to their money back.

How long is a retailer responsible for faulty goods? ›

Under the Consumer Rights Act, your consumer rights may allow you to get faulty goods repaired or replaced for free up to six years after purchase, although the longer you have had the goods the progressively more difficult it will be to show the defect arose as a result of the state of the goods at time of purchase.

What 3 things must goods be under the Consumer Rights Act 2015? ›

Under The Consumer Rights Act 2015 and The Sale of Goods Act 1979 (for purchases made before 1 October 2015) the law says that any goods you buy must be: Of satisfactory quality; Fit for any particular purpose made known to the seller; and. As described.

Who is responsible if goods are faulty? ›

Who is responsible for fixing the faulty item? The answer to this is quite simple – you bought the item from the shop and your contract is with the shop. You do not have a contract with the manufacturer. The shop has the legal liability to fix the item.

Can a retailer refusing a replace faulty goods? ›

30-day right to reject

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you buy your product.

What is the law on returning faulty goods? ›

If the item is faulty or not fit for purpose you have the right to reject or return the goods and demand a refund, a repair or a replacement. You must inform the seller within 30 days of receiving it if you decide to reject the goods and have a refund.

What are the 5 rights of a consumer? ›

Consumers are protected by the Consumer Bill of Rights. The bill states that consumers have the right to be informed, the right to choose, the right to safety, the right to be heard, the right to have problems corrected, the right to consumer education, and the right to service.

How do I claim under the Consumer Rights Act? ›

Where can you get help with your claim? For help in making a claim, or for more information about the Consumer Rights Act of 2015, which tells you about your all rights when buying different things, go to the Citizens Advice website or phone them on 0345 404 0506 or 0345 404 0505 (Welsh language).

What does the Consumer Rights Act cover you for? ›

It aims to protect consumers against poor-quality products and unfair business practices or contract terms with regards to transactions, repairs, refunds and delivery. A consumer is defined as “an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession”.

Which of the following is not a right of consumer? ›

The basic rights of any individual as a consumer are right to safety, right to information, right to choose, right to be heard, right to seek redressal, right to consumer education, but not the right to credit purchase.

What does Consumer Rights Act 2015 cover? ›

The Act gives consumers a clear right to the repair or replacement of faulty digital content, such as online film and games, music downloads and e-books. The law here had been unclear and this change has brought us up to date with how digital products have evolved.

What are your rights when buying second hand goods? ›

Consumer Rights Act 2015

Satisfactory quality – your goods shouldn't be faulty or damaged, and of at least satisfactory quality. For example, second-hand goods aren't held to the same standards as new. Fit for purpose – you should be able to use it for the purpose they were supplied for.

How long is a guarantee on electrical goods? ›

Because manufacturers tend to give one year's warranty on goods, retailers will usually push you in their direction if the product breaks inside the first year.

How do I know if my appliance is under warranty? ›

Check the Manufacturer's Website

If you can't find the paperwork for your appliance purchase, the manufacturer's website is the next best place to look. Here, you can verify the length of the limited warranty and discover extended warranty information.

Can I insist on a replacement for faulty goods UK? ›

You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it. You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.

What three types of negligence do manufacturers have? ›

These are manufacturing defects, design defects, and marketing defects, also known as failures to warn.

Do you have to prove an item is faulty? ›

With faulty goods, you simply need to prove purchase. This could be the receipt, but any other legitimate record – such as a bank statement – should be fine. However, if you've no legal right but are simply utilising a store's return policy, then you'll need a receipt if that's what the policy says.

What does the consumer Protection Act say about refunds? ›

If a consumer is entitled to a refund in terms of the CPA, such right shall be interpreted to mean that the consumer has the right to choose how to receive the refund.

In what circumstances is a seller allowed to refuse a refund? ›

A business can refuse to give you a free repair, replacement or refund if: you simply changed your mind. you misused the product or service in a way that contributed to the problem. you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted.

Are customers always entitled to a refund? ›

A consumer is generally entitled to receive any refund in the form of their original payment. For example, if they paid for an item with a credit card, it is reasonable for the seller to give the consumer a credit card refund.

Can I get a refund on faulty goods after 28 days? ›

Under the Consumer Rights Act, you have the right to return something within 30 days and get all of your money back if it's faulty, not as described, or unfit for purpose.

How do I ask for a replacement product? ›

Dear Sir/Madam, I want to request for order replacement due to “mention the reason here like a different size, quality, price, or company” with “mention the required product, quality, company or size, etc”. Please acknowledge and confirm the availability of a replacement so I can return the order for replacement.

What happens if an item is faulty? ›

If the retailer refuses to replace or repair the product, then the retailer will have to prove that you [the consumer] has caused the fault. If they cannot prove that you caused the fault, then you are entitled to a repair, a replacement or even a refund.

Can shops refuse to give you a refund? ›

It depends on your reason. If an item is faulty or has broken - in other words, doesn't comply with the Sale of Goods Act - then the retailer has a duty to offer a refund, exchange or repair. But if you simply don't like the purchase, then that's not a good enough reason.

How long is a manufacturer's guarantee? ›

The standard manufacturer's warranty usually runs for the first one or two years after you have bought an appliance. An extended warranty could provide cover for two, three or four more years.

Who are entitled to exchange or refund goods or products as long it is a defect in the quality and imperfection in the service? ›

A: Consumers are entitled to either an exchange or refund, as long as there is a defect in the quality of goods or imperfection in the service.

Do all goods have a 12 month warranty? ›

There is no such thing as a 12 month guarantee with the retailer/seller. The length of time you have to return any product depends upon the life expectancy of the product.

Can I claim compensation for faulty goods? ›

Damages. A consumer can claim damages, which will generally equate to the cost of repair or replacement of the goods. They may also be able to claim compensation for damage caused by faulty goods (for example, where a washing machine leaked).

Can a company refuse to refund a defective product? ›

Customer Returns and Refunds Under Federal Law

While many retailers have decided this makes for the best business practice, they aren't legally required to accept returns. Rather, retailers are required to accept returns only if the sold good is defective or if they otherwise break the sales contract.

What is covered under section 75? ›

If you used a credit card or point of sale loan to buy goods or services, then the transaction could be covered by Section 75 of the Consumer Credit Act. This allows you to raise a claim against your credit provider if: you paid some (or all) of the cost by credit card or with a point of sale loan.

Can I return a faulty item after 2 months? ›

You can usually still get a full refund due to what's called your 'short-term right to reject'. After that only expect exchange, repair or part-refund. Within six months. The shop must prove goods weren't faulty when they sold them – after that, you must prove they were.

Do all electrical goods have 2 year warranty? ›

A warranty is most common in the case of purchasing electrical products. Generally, a warranty will last for 12 months to two years, although in relation to more expensive goods, it may last longer.

Are you entitled to a refund if goods are faulty? ›

Your legal rights to a refund

You have 30 days to return faulty goods and receive a full refund. You're entitled to ask for a refund or price reduction after one failed attempt by the retailer to repair or replace a faulty item. Or you can request another repair or price reduction at no extra cost.

Who is responsible for faulty goods retailer or manufacturer? ›

You do not have a contract with the manufacturer. The shop has the legal liability to fix the item. If the item is faulty then you will have your legal rights under the Consumer Rights Act 2015 against the retailer.

Do electrical items have a 2 year warranty UK? ›

You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order. After 6 months it is up to the customer to prove the item was faulty when it was received.

What are the 9 guarantees on goods? ›

These include nine (9) guarantees for goods: (i) acceptable quality; (ii) fit for a particular purpose; (iii) match description; (iv) match the sample or demonstration model; (v) express warranties will be honoured; (vi) spare parts and repair facilities will be available for a reasonable time after purchase; (vii) ...

What are the 4 consumer guarantees? ›

Consumers have the following guarantees in respect of goods: goods are of acceptable quality—that is, they are safe, durable and free from defects, are acceptable in appearance and finish and do what they are ordinarily expected to do (ACL section 54)

What are your consumer rights on faulty goods? ›

Your consumer rights within six months

This means it's up to the retailer to prove it wasn't there when you bought it. If a repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction.

What is the law on faulty goods UK? ›

You must offer a full refund if an item is faulty, not as described or does not do what it's supposed to. Check when you have to offer refunds and accept returns. Customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.

What does the consumer Act cover? ›

It aims to protect consumers against poor-quality products and unfair business practices or contract terms with regards to transactions, repairs, refunds and delivery. A consumer is defined as “an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession”.


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