A legal entitlement to a refund
For this first time, you are now legally entitled to a full refund if you reject a faulty item, up to 30 days from purchase. The money must be returned to you within 14 days of the request. If the item was bought after the 30 day period, you are entitled to make a request to the retailer to repair or replace the item or for a partial refund. If a repair is carried out and you are not satisfied with this, you have the right to a refund or a reduction in price. Alternatively, you can request a further repair or replacement.
I’ve changed my mind, I no longer want the item
What if you have simply changed your mind, are you still entitled to a refund? Whilst many retailers do allow you to change your mind, provided the item is in a resalable condition, there is no legal right for an exchange or refund unless the goods are faulty.
Purchased within six months
If the fault is discovered within the first six months of purchase the law presumes that this was there from the date of purchase, unless the retailer can show otherwise. You are therefore entitled to ask for a repair or replacement or a full refund or price reduction if you wish to keep the item.
The new legislation now provides a remedy for goods such as downloads, music, films, games and ebooks.
If the digital content is not of satisfactory quality, fit for a particular purpose or as described by the seller, you have the right to a repair or replacement. If the attempt at repair is unsuccessful, you can ask for a refund.
Damage to device as a result of download
If the download causes harm to your device, and you need to repair it as a result, you are entitled to compensation.
What to do if a retailer does not comply with the requirements of the Act
We can help you pursue legal action in the county court (small claims track) which deals with claims under £10,000.
For additional information on consumer rights, please contact our Dispute Resolution (Litigation) Team on 01905 721600.