Supply of goods (faulty products)
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This could lead to a number of other problems, for example the cost of repairing it, the fact it's not working, and that it may be safety hazard.
It's important that the problem is resolved sooner rather than later, and you need to decide which course of action to take. First, consider the following:
- what the item is: for example washing machine, dishwasher, blender, lawnmower
- the length of time you've owned it
- the nature of the fault
The answers to these questions will determine what you're entitled to and which course of action you'll take.
| Replacement | Repair | Refund |
| Check your written contract or document to determine whether you are entitled to a replacement. | Check your written contract or document to determine whether you are entitled to have the item repaired. | Check your written contract or document to determine whether you are entitled to a refund, as there may well be a 'cooling off' period for some items. |
| Ensure that the product is either the same as you brought or very similar. | Agree how long the repairs will take and who is going to pay for these repairs. | You must keep your proof of purchase or receipt in a safe place so that you can produce this if necessary. |
| You should consider whether you have a guarantee or warranty that will support your request for a replacement item. | You should consider whether you have a guarantee or warranty that will support your request for the item to be repaired. | You should consider whether you have a guarantee or warranty that will support your request for a refund of the cost of the item. |
| Free information guide - What's the difference between a guarantee and a warranty? | Free information guide - What's the difference between a guarantee and a warranty? | Free information guide - What's the difference between a guarantee and a warranty? |
What to do next
If you have a problem with an item, contact the seller. Try to remain calm and polite and make a note of names, times and dates, plus everything that's said. If things become more complicated or take longer, put your complaint in writing and ask that the other party responds in writing.
If you're a buyer, be realistic in what you are trying to achieve and keep details and evidence to support any losses. If both parties are reasonable you may well be able to come to an agreement that suits everyone.
If you're still having problems or an agreement cannot be reached, collate all documents, including any written contracts and a detailed account of all conversations and contact a member of our specialist team, who'll be able to help you.
For more information regarding faulty products, please visit our page.
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All documents should be read and used in accordance with the terms and conditions. This document is for your general information only and is not a detailed statement of the law. It is provided to you free of charge and should not be used as a substitute for specific legal advice. If you require specific legal advice please contact our helpline on 03700 86 86 86.
