The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You cannot demand a repair, replacement or refund from the manufacturer. See also: Who to claim a remedy from. In fact your consumer guarantee rights still apply. Skip to Content Skip to Sitemap. Repair, replace, refund If a product or service you buy fails to meet a consumer guarantee , you have the right to ask for a repair, replacement or refund under the Australian Consumer Law.
Repair, replacement or refund Repairs Replacements and refunds What is a major problem? Tags Audience. If all your attempts to exercise your rights fail or the retailer doesn't respond, you should ask yourself the following questions:.
Anyone considering starting court action in England and Wales even in the How to use the small claims court has to follow the Practice Direction on Pre-Action Conduct. This gives you and the party you're in dispute with clear steps to follow to help you resolve the dispute.
And, if this isn't possible the Practice Direction tells you the necessary steps to take your dispute to court. Have your say. Do you know your consumer rights? HD Hannah Downes. In this article What is a faulty product? How long do I have to return a faulty product?
Was a fault present at purchase? Do I have to pay to return a faulty item? Do I have to pay to get my fixed faulty item back? Do I need a receipt to return a faulty product? What if the retailer refuses to help? Can I use a guarantee or warranty? View more links. What is a faulty product? So all products, whether physical, electrical, digital or even a car, must meet the following standards: Satisfactory quality Goods shouldn't be faulty or damaged when you receive them. You should ask yourself what a reasonable person would consider satisfactory for the goods in question.
For example, bargain-bucket products won't be held to as high standards as luxury goods. Fit for purpose The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods. As described The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase. Get a refund, repair or replacement Retailer refusing to help with a faulty good?
Create a free complaint email now Answer some simple questions and Which? A product e. Tips for returning a faulty product You have 30 days from taking ownership of a product this could be the date of purchase or the date it was delivered to you - whichever is later to claim a refund if it is faulty After this time you have to give the retailer an opportunity to repair or replace it before you can claim a refund. In the first instance, write to the customer services department politely and objectively, so you have a written record as evidence.
Then escalate if you're not happy with the response Quote the relevant laws. Say what you want to happen - refund, repair or replacement. How long do I have to return faulty goods? W Which? Editorial team. Download letter 37 KB. Yours faithfully, [ Your name ]. Related articles I want to return my goods, what are my rights? If the item has been repaired or replaced and it is still not working as it should, you could ask for a reduction in the price you paid for it, if you are happy to put up with the fault.
For example, you bought a bicycle with 21 gears which developed a fault and needs to be repaired. After the repair you are told that the bike now only has 18 working gears. You may still be happy to keep it with 18 working gears, but you could ask for a reduction in the price you paid for it.
What if the business refuses to help? Act quickly. You should return to the shop, explain the problem and tell them if you would like a repair, replacement or refund. If you are not happy with their response, you should write a letter of complaint to the head office. Here are some template letters to get you started. Can I take my claim to court? The Small Claims process is a relatively cheap, fast and easy way to resolve issues.
Another option, if you paid by debit or credit card, is to try and have your bank reverse the transaction. This is called a chargeback. You will need to show evidence that you tried to resolve the issue directly with the retailer first. What if I get an item repaired and the same fault occurs again? If an item has a fault and the business offers to fix it, the repair should be permanent and the problem should not reoccur.
Where the same fault happens again, you can ask for a replacement or a refund. The business is not allowed to insist on doing a certain number of repairs before they offer you a replacement or refund. What about signs saying no exchange or refund on sale items? It is an offence for a business to make a statement that implies your consumer rights are restricted. Under consumer law, you have the right to expect that goods you buy are of merchantable quality, fit for the purpose they were bought for and as described.
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