Shop refuses a refund on faulty goods: your rights under the CRA 2015
The Consumer Rights Act 2015 sits above any shop policy. Your statutory rights are against the retailer that sold you the item, and a shop cannot sign those rights away with a 'no refunds' or 'warranty only' notice. Goods must be of satisfactory quality, fit for purpose and as described. For most goods you have 30 days from taking ownership to reject a faulty item and ask for a full refund, and if a fault appears within the first six months it is assumed to have been present at sale.
Written by the team behind Agent Priya, our refunds specialist. This guide is general information about UK law, reviewed for accuracy.The Act overrides shop policy
If something you bought has gone wrong and the retailer is pointing you to its own returns policy or a manufacturer's warranty, it's worth knowing that the Consumer Rights Act 2015 sits above any shop policy. Your statutory rights are against the retailer that sold you the item, not the manufacturer, and a shop cannot sign those rights away with a 'no refunds' or 'warranty only' notice.
The Act says goods must be of satisfactory quality, fit for purpose, and as described. If they aren't, you have a short-term right to reject. For most goods you have 30 days from taking ownership (purchase or delivery, whichever is later) to reject a faulty item and ask for a full refund. You do not have to accept a repair, a replacement, or a credit note during this window if you'd rather have your money back.
After 30 days, and who proves what
After 30 days the short-term right to reject ends. You then usually have to allow the retailer one opportunity to repair or replace the item. If that repair or replacement fails, is not done within a reasonable time, or causes significant inconvenience, you can move to a price reduction or a final right to reject.
Timing matters for who has to prove what. If a fault appears within the first six months, it is assumed to have been present at the point of sale, and it is for the retailer to prove otherwise. After six months the burden shifts to you to show the fault was inherent.
Proof of purchase and next steps
You don't always need the original receipt. Proof of purchase such as a bank or card statement is generally enough. Put your request in writing, quote the Consumer Rights Act 2015, and keep a copy. If the retailer still refuses, the free next step is usually the retailer's ADR scheme (if it has one) or a claim in the small claims court.
Send a rejection the retailer can't brush offPriya drafts a clear written rejection quoting the 30-day right and the correct statutory wording, which often unlocks a refund without escalation.£5 launch price (normally £9.99)Start my letterCommon questions
Can a shop refuse a refund because of its returns policy?
Not for faulty goods. The Consumer Rights Act 2015 sits above any shop policy, and a shop cannot sign those rights away with a 'no refunds' or 'warranty only' notice. Your statutory rights are against the retailer that sold you the item.
How long do I have to reject a faulty item for a full refund?
For most goods you have 30 days from taking ownership (purchase or delivery, whichever is later) to reject a faulty item and ask for a full refund. You do not have to accept a repair, replacement, or credit note during this window if you'd rather have your money back.
Who has to prove the fault was there at the point of sale?
If a fault appears within the first six months, it is assumed to have been present at the point of sale, and it is for the retailer to prove otherwise. After six months the burden shifts to you to show the fault was inherent.
Do I need the original receipt?
Not necessarily. Proof of purchase such as a bank or card statement is generally enough. Put your request in writing, quote the Consumer Rights Act 2015, and keep a copy.