Your consumer rights with a faulty product
What you can expect when something you bought is faulty, broken, or not as described.
When you buy a product, it generally must be of satisfactory quality, fit for its purpose, and as
described. If it is faulty or not what you were promised, you usually have the right to a repair,
replacement, or refund from the seller — not just the manufacturer.
Act promptly and keep your proof of purchase. Contact the seller, explain the problem clearly, and
say what you want, whether that is a refund, replacement, or repair. Many disputes are resolved
quickly once you set out the fault and your request in writing.
Your rights are usually strongest soon after purchase and may change over time. Warranties and
guarantees can add protection on top of your basic legal rights, but they cannot take those rights
away. The details vary by jurisdiction, so check your local consumer rules.
Frequently asked questions
Can I get a refund for a faulty item?
Often yes, especially if you report the fault promptly. Your exact remedy — refund, replacement, or repair — depends on the fault and local law.
Is my claim against the seller or the manufacturer?
Usually the seller is responsible for your basic consumer rights, though a manufacturer's warranty may give you extra options.
Have a question about your own situation?
This guide is general information, not legal advice, and does not create an attorney-client relationship.