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What to do when you have purchased a faulty product

Have you been injured by a faulty product? This guide shows you what you should do. Call us now on freephone 0800 083 5045.

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Defective product? This is what you should do

This short guide shows you what to do if you have bought a faulty product.

General Product Safety Regulations 2005 (GPSR)

According to the Office for Product Safety and Standards, “The General Product Safety Regulations 2005 (GPSR) require all products to be safe in their normal or reasonably foreseeable usage and enforcement authorities have powers to take appropriate action when this obligation isn't met.”

This act protects the consumer from faulty product. However, due to product faults, accidents can still happen. If you or a loved one suffered an accident due to a faulty product, you might be able to claim compensation.

Have you or someone else been injured?

If you have been injured due to a faulty product, do not return it to the store!

  • Your faulty product is the best evidence for a compensation claim, so do not throw it away.
  • Do not try to repair it or give it to someone else to repair it.
  • Do not use the product any more.
  • Put it in a safe place.

If you have been injured by a faulty product, you may be able to claim compensation. Contact us for free legal advice or find more information on the following pages:

Reject the product, if no one has been injured

Within 30 days

Under the Consumer Rights Act, you have the right to return your faulty product within 30 days of purchase and receive a full refund if it does not match one of the following:

  • Satisfactory quality in regards to the condition, price and description of the product
  • Fit for purpose: the product must be in a condition to fulfil its original purpose and any purpose you made known to the trader before you bought it
  • As described: the product has to match any description, samples or models given to you before you bought the product.

After 30 days of purchase

Within six months of purchase, you do not have to prove that the faulty item was not of satisfactory quality at the time of purchase. You should still get it repaired or replaced for free.

After six months of purchase

After six months of purchase, you have to prove that the fault was present on the time of purchase. This can be difficult and you may want to try the following:

  • Work with independent experts to get a report on your item.
  • Scan the media and online community, if other customers have a similar problem.

Warranty and guarantee

After the initial 30 days, you should still be able to get a replacement, a free repair or a partial refund on your product. However, if the product is faulty, you can use your warranty to get a full refund, a free replacement or a free repair.

How to approach my trader

We advise you to make a written complaint to the customer service department. If you do not get a response within a few days, you can follow up with a call and refer to your written complaint. However, whether you want to make a written complaint, call the customer service, or visit the store directly, make sure you know what to say:

  • Explain the problem.
  • If the defect is visible, show pictures or videos of the faulty product.
  • Familiarise with yourself with your legal position and refer to the Consumer Rights Act
  • Ask for either a refund, a repair or a replacement.
  • State the steps you are willing to take if you are not happy with their response.

What if I have lost my receipt?

The loss of your receipt should not be a reason to deny the refund. You are not expected to keep the receipts of everything we ever purchased. If you paid by card, a bank statement is usually sufficient.

Click here for more faulty product claims FAQ

No Win No Fee

Only pay a fee, if you receive compensation

98% of our road traffic accident cases are conducted on a No Win No Fee basis, meaning we only take a fee if we win compensation on your behalf, therefore there is no financial risk to you.

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