Under the Sales of Goods Act you have the right to get faulty
goods repaired or replaced for free up to six years after
purchase.
If the fault arises within six months of the purchase, and it's
not because of fair wear and tear, accidental damage or misuse then
the retailer must repair or replace the faulty goods. If the
retailer objects he must prove that the item wasn't faulty to begin
with or that it wasn't expected to last very long.
If six months have passed and something goes wrong you might
still get a repair or replacement but you will have to prove that
the goods were inherently faulty i.e. show that there is no other
cause, such as accidental damage, for the fault.
To get faulty goods repaired or replaced:
1. Contact the retailer, tell them about the
problem and ask for the goods to be either repaired or be replaced.
You can specify which you'd prefer but it is ultimately up to the
retailer (they will usually plump for the cheapest option.)
You will probably need to provide proof of purchase but remember
this doesn't always have to be a receipt. It can be a credit card
or bank statement, a witness, a cheque stub or any other evidence
that proves you bought the product from that retailer.
2. Alternatively, if the faulty goods are still
covered by their guarantee, contact the manufacturer, tell them
about the problem and ask for the goods to be repaired or
replaced.
3. If the retailer or manufacturer do not help,
write to the retailer and make a more formal
request. Say that you are exercising your rights under
the Sales of Goods Act to reject an item that is not of
"satisfactory quality" and you would like to have it repaired or
replaced.
In your letter, warn the retailer that if it fails to accept to
your demands you will start proceedings in a small claims
court.
5. If you retailer still refuses to play ball
then consult our guide to taking a dispute to the small claims
court and consider taking that route. Bear in mind you cannot take
a case to court if you purchased the faulty goods more than six
years ago.
6. Or if you paid for the faulty goods on a
credit card and they cost between £100 and £30,000 you may be able
to get a refund from your credit card provider under Section 75 of
the Consumer Credit Act. To see more about how to get a refund this
way, please consult our free and comprehensive guide on
Section 75 claims.
Claims Financial
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