Your statutory rights, in one paragraph
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they're not, you have automatic legal rights against the retailer who sold the item — not the manufacturer. These rights are statutory: the seller cannot remove them with small print, "no returns" signs, or by claiming you should contact the manufacturer instead.
The three time windows that determine your remedy
0-30 days: short-term right to reject. Full refund, no need to allow repair or replacement first. The clock starts on the day the goods are delivered, not the day you bought them.
30 days to 6 months: right to repair or replacement. The retailer chooses (subject to "reasonable" cost) but must do so within a reasonable time and without significant inconvenience. If one repair attempt fails, you can switch to a refund — and the burden of proof is on the retailer to show the fault was caused by misuse, not a pre-existing defect.
6 months to 6 years: right to repair, replacement or refund persists, but the burden of proof flips to you to show the fault was inherent rather than caused by wear and tear. After 6 months a retailer can deduct an amount for use. 6 years is the statutory limit in England, Wales and Northern Ireland (5 in Scotland).
Section 75 and chargeback — your backup routes
If the retailer refuses or won't engage, two parallel routes exist. Section 75 of the Consumer Credit Act 1974 applies to credit-card purchases between £100 and £30,000 — the card issuer is jointly liable with the retailer. Chargeback is a Visa/Mastercard/Amex scheme (not statutory) typically usable for debit-card purchases, with a 120-day initial limit. Use Section 75 first if the purchase qualifies — it's stronger than chargeback because it's law, not a card-scheme courtesy.
Authoritative references: gov.uk consumer protection rights, Citizens Advice consumer hub, and FCA for the Financial Ombudsman route when retailers and card providers won't engage.
Find the cleanest refund argument
Keep the complaint boring and precise
State what you bought, when, what is wrong, what evidence is attached, the remedy you want and the deadline for response. Avoid long emotion in the first letter. You can escalate later; the first job is a clean record.
Sources and useful links
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