[h=2]How to get faulty goods repaired or replaced[/h] Under the Consumer Rights Act, your consumer rights may allow you to get faulty goods repaired or replaced for free up to six years after purchase, although the longer you have had the goods the progressively more difficult it will be to show the defect arose as a result of the state of the goods at time of 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 help you prove this, you may wish to obtain and independent expert’s report to back up your claim, although these can be expensive.
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 a question of what is more economical from the perspective of the retailer.
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 Consumer Rights Act 2015 as the item 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 the small claims track of the County Court.
5. If your retailer still refuses to cooperate then consult our guide to taking a dispute to the County Court and consider taking that route. Bear in mind that you cannot take a case to court if you purchased the faulty goods more than six years ago.
