Consumer Rights
Faulty goods and your general consumer rights
How published consumer guidance describes rights around faulty or misdescribed goods, and the usual complaint and escalation routes.
Published 14 January 2026 · Last updated 14 January 2026
The general position
Consumer guidance published in the UK describes general expectations that goods should be of satisfactory quality, fit for purpose and as described, and sets out short early periods in which a return may be sought, followed by repair or replacement routes.
Which route applies depends on what was bought, when, and from whom, so the published guidance for your situation is the place to check the detail.
Complaints and escalation
Most traders publish a complaints procedure. Where an internal complaint does not resolve matters, an alternative dispute resolution or ombudsman scheme may be available, and each scheme publishes its own rules on who can use it and by when.
Keeping dated copies of correspondence, receipts and any photographs is what published guidance normally suggests, whichever route you take.
What this article does not do
It does not determine who is liable in your situation, and it does not guarantee that money will be recovered.
Official sources and further reading
This article provides general information only and does not constitute legal advice.
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