There’s still confusion over your legal rights when returning faulty goods, so we’ve built a handy tool that will create a bespoke claim for your refund, repair or replacement.
If you bought a product from a high street store and it developed a fault after just three months, who would you contact to return it? Nearly nine in ten people in our survey said they’d prefer to return it to the store, rather than the manufacturer.
Most people said they’d go to the retailer because they’d find it easier than returning the item to the manufacturer. But only a fifth of them knew it was their legal right to return the product to the retailer.
A quarter were unaware of how long they had to demand a full refund if an electrical appliance turns out to be faulty the first time they use it. You have 30 days under the Consumer Rights Act.
So to help with all this confusion, we’ve built a free faulty goods tool that anyone can use to create a bespoke letter of complaint to claim a refund, repair or replacement.
Rights outside of warranty
Nearly four in ten people said that if an electrical appliance develops a fault outside it’s one year manufacturer’s guarantee, they wouldn’t have any legal rights. You do, but after owning something for six months, the burden of proof flips. The retailer no longer needs to prove that you caused the fault. It’s now up to us, the customer, to prove the fault was present at the time of purchase. Only a fifth of people in our survey were aware they had to do this.
And getting proof of this is easier said than done. In the past you’d nip down to your local repair shop and get the opinion of an expert to prove your claim.
I’ve had a look and I’ve asked friends and family – none of us can find a local repair shop. Maybe there was a grievously under-reported mass emigration of local repair men? Maybe the relentless advance of technology means products are obsolete as soon as they’re faulty? Then again, modern technology can be helpful as you could build evidence from reports others have made online about the same product.
I’d be interested to hear how you’ve put together proof in the past when you’ve had a faulty product. Did you get an independent report from an expert? Or did you take a different tack?
I hope our new faulty goods tool is useful – let us know if you’ve achieved success with it. And fingers crossed you won’t have to use it!