Consumer Rights Act 2015 Refund: Taking It to Small Claims Court

When the Retailer Says No

You bought something faulty and the retailer won't give you a refund, a repair, or a replacement. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they're not, you have statutory remedies — and the County Court can enforce them when the seller refuses to cooperate.

The Act replaced the Sale of Goods Act for contracts made from 1 October 2015 onwards. It covers goods, digital content, and services, but the remedies differ for each. For goods, you get a tiered system: short-term right to reject, then repair or replacement, then a final right to reject or a price reduction.

Your Statutory Remedies for Faulty Goods

Within 30 days beginning the day after ownership or possession has transferred, the goods have been delivered, and the retailer has notified you that any required installation or other action to enable their use is complete: You have a short-term right to reject the goods and claim a full refund. The retailer must refund you without undue delay and no later than 14 days after agreeing that you are entitled to it. No deductions for use.

After 30 days but within 6 months: You must give the retailer one opportunity to repair or replace. If the repair or replacement fails, or the retailer refuses, you can reject the goods for a full refund (no deduction for use in the first 6 months, except for motor vehicles). The burden of proof is on the retailer — they must show the goods weren't faulty at delivery.

After 6 months: You can still claim, but you must prove the goods were faulty at the time of delivery. The retailer can make a deduction for the use you've had. A repair or replacement remains available if the goods can't be rejected.

Before You File a Claim

First, put your complaint in writing to the retailer — email or letter. State which goods were faulty, when you bought them, what's wrong, and what remedy you want (refund, repair, or replacement). Reference the Consumer Rights Act 2015 by name and give them a reasonable deadline — 14 days is standard under the Practice Direction on Pre-Action Conduct.

If they refuse or ignore you, send a formal Letter Before Action stating you'll issue a county court money claim if the matter isn't resolved by the deadline. Keep copies of everything.

For goods sold by a limited company, check the registered company name and address on Companies House. Your claim needs the correct legal entity.

Filing the Claim

If the retailer still refuses, a litigant in person can file through Online Civil Money Claims (OCMC) or on paper Form N1; legal representatives must use OCMC for eligible claims. Claim the purchase price (or the reduction in value for a partial refund) plus interest under Section 69 of the County Courts Act 1984 at 8% per annum.

In the Particulars of Claim, state:

• What you bought, when, and from whom
• The fault — be specific (e.g., "the washing machine stopped working after 3 weeks, displaying error code F21")
• That the goods were not of satisfactory quality within the meaning of Section 9 of the Consumer Rights Act 2015
• The remedy sought and that the retailer refused
• The amount claimed, including interest

For goods over about £200 where the fault is disputed, consider getting a brief written opinion from an independent expert. On the small claims track, the court can award expert fees up to £750 if it grants permission.

At the Hearing

The judge looks at whether the goods were faulty, when the fault arose (or was present), and whether the retailer met its obligations under the Act. Your receipt, photographs of the fault, correspondence, and any expert opinion are the key documents. The retailer may argue the damage was caused by misuse or normal wear.

If you win, the judgment covers the price of the goods (or a price reduction), your court fees, and any permitted expert fee. It won't cover the time you spent on the dispute — CPR 27.14 limits cost recovery on the small claims track.

The Making a County Court Money Claim guide covers the full filing process, from the pre-action letter to the hearing, with an evidence checklist tailored to consumer refund disputes.

See more England and Wales guides →