Faulty Appliance Bought Online? Your UK Refund Rights

Can I get a refund for a faulty appliance bought online in the UK? Yes — and you actually have stronger rights than high-street shoppers. Between the 14-day cooling-off period, the 30-day right to reject faulty goods, and up to six years of protection under the Consumer Rights Act, the law is firmly on your side.

If you’ve been putting this off, you’re not alone. Most of us stick with what we’ve got far longer than we should, mainly because working out the alternatives feels like hard work. It isn’t, once someone lays it out plainly. That’s what this guide does — no jargon, no sales pitch, just the facts as they stand in 2026. If that’s on your mind too, have a look at our guide to how do I mirror my phone screen to my tv without cables — it pairs naturally with everything below.

Can I get a refund for a faulty appliance bought online in the UK? Your rights

Online buyers get a 14-day cooling-off period under the Consumer Contracts Regulations — you can return almost anything bought online within 14 days of delivery for any reason, no fault needed. Changed your mind about the air fryer? Back it goes. The retailer must refund within 14 days of getting it back (you usually pay return postage unless it’s faulty).

For actually faulty appliances, the Consumer Rights Act 2015 gives you a 30-day absolute right to reject: if it breaks or was faulty within 30 days, you’re entitled to a full refund — the retailer’s choice of repair or replacement doesn’t apply yet. After 30 days (up to 6 years), the retailer must repair or replace, and refund if they can’t.

Still with me? Good, because this next bit is where people usually go wrong. Worth a read alongside this: our guide to what is the best budget smartwatch for android users in the uk.

How to claim: the process that works

Here’s the process, step by step — nothing here should take more than an afternoon:

1. Act fast and in writing: email the retailer’s customer service stating the fault and the remedy you want (refund/repair). Written records beat phone calls.
2. Quote the law: ‘Under the Consumer Rights Act 2015, Section 22, I am exercising my short-term right to reject.’ Magic words — complaints get escalated.
3. Don’t accept vouchers: you’re entitled to a refund to your original payment method. Vouchers are optional, not obligatory.
4. Credit card purchases over £100: Section 75 makes your card company jointly liable — claim from them if the retailer stonewalls.
5. Escalate: unresolved after 8 weeks? The retailer must offer ADR (alternative dispute resolution). Mention it early.

A quick word from experience: don’t decide on price alone. The cheapest option has a habit of costing more in hassle, and I’ve learned that lesson the expensive way more than once.

Tactics retailers use (and how to counter them)

The key points, stripped of fluff:

• ‘Contact the manufacturer’: your contract is with the retailer, not the maker. Politely decline and restate your rights.
• ‘That’s wear and tear’: within 6 months, the burden of proof is on THEM to show it wasn’t faulty. After 6 months it shifts to you — act early.
• Endless ‘repairs’: one failed repair attempt is enough to demand refund or replacement. Don’t accept repair #3.
• Restocking fees: illegal for faulty goods; also illegal under cooling-off rules (they can only deduct for diminished value beyond reasonable inspection).
• Silence: set a 14-day deadline in writing, then go to Section 75 or ADR.

Keeping the evidence

Your claim lives or dies on evidence: keep the order confirmation, photograph the fault, note dates, and keep all correspondence. For intermittent faults (the worst kind), video the problem happening — ‘it sometimes trips the power’ is ignorable; a video of it tripping the power is not.

One practical tip: buy big appliances on a credit card even if you could pay by debit. Section 75 protection costs nothing extra and transforms disputes — card companies pay up and argue with the retailer themselves. It’s the single best consumer protection in the UK that most people never use.

Quick answers

Can I handle faulty appliance refunds myself, or do I need professional help?

It depends on complexity and stakes. Straightforward faulty appliance refunds tasks are well within DIY territory with a decent guide — most people manage fine and save a packet. But when money, legal compliance or safety are involved, professional help pays for itself quickly. My rule of thumb: DIY when the worst case is a wasted afternoon; call in a pro when the worst case is wasted money or a legal headache.

How long does sorting out faulty appliance refunds usually take?

Less time than you’re probably imagining. The research takes an evening, the decision takes a day of mulling over, and the actual doing is usually under two hours. What stretches it into weeks is dithering — half-decided, tab-hoarding limbo. Pick a deadline, gather the facts from this guide, make the call, and move on. Done beats perfect here, every single time.

What’s the biggest mistake people make with faulty appliance refunds?

Rushing in without comparing options. Most people grab the first faulty appliance refunds deal they see — usually an advert or a mate’s recommendation — and never check whether it actually fits their situation. Spend an hour comparing two or three alternatives, read the small print on the cheapest one, and you’ll dodge the regret that lands three months later when the bills arrive or the limitations start to bite.

Pro tip: for faulty appliance refunds, the middle of the market is usually the sweet spot. The cheapest tier cuts the corners you’ll notice every single day; the premium tier charges for bragging rights. Buy the best of the mid-range and you’ll rarely regret it.

The bottom line

14 days to change your mind, 30 days to reject faulty goods outright, 6 years of repair/replace rights. Claim in writing, quote the Act, refuse vouchers, and use Section 75 for purchases over £100. The law is on your side — use it.

Nobody else is going to sort this for you, and honestly it doesn’t take long once you know what you’re looking at. Pick the option that fits, set a reminder to review it in a year, and get on with your life. One last tip from me: set a calendar reminder to revisit this in twelve months. Loyalty rarely gets rewarded in the UK market, and the best deal is almost always the one you renegotiate. For the official word, see Citizens Advice: return faulty goods. Which? faulty goods rights is also worth a look for independent comparisons.