Faulty goods
What can I do if my purchase is faulty?
A business must sell you a product that, with normal use, works for a reasonable time. It should also match the description you were provided by the business and their marketing material.
If something you bought turns out to be faulty, you can ask the business for a repair or replacement. Read on to find out how to request a repair or replacement. You can also use our template letter to help you in this process.
Good to know
A business must always sell you a product that:
- Is fit for the purpose it is normally used for
- Works for a reasonable time with normal use
- Matches what is outlined in your contract or any descriptions or samples you saw
- Can be used for the purpose the business knew you bought it for
If a product doesn’t follow these requirements then it is considered faulty.
You can ask for a repair or replacement. If, however, the business cannot offer you a repair or replacement, you can ask for a refund. Under EU law, you have two years to take a case but it is important to contact the business as soon as you discover a fault. You can use our template letter to help you.
