Faulty Goods Consumer Rights Northern Ireland Small Claims

When a Retailer Refuses to Put Things Right

You bought something that turned out to be faulty — a washing machine that broke within weeks, a sofa with a defective frame, electronics that never worked properly. You went back to the retailer, asked for a refund or replacement, and they said no. Maybe they blamed you for the fault, pointed to their returns policy, or simply stopped responding.

If informal complaints, written demands, and chargeback attempts have all failed, the Northern Ireland Small Claims Court can resolve disputes over faulty goods worth up to £5,000.

Who to Sue: Retailer or Manufacturer

Your contract is with the retailer, not the manufacturer. Under UK consumer law, the retailer is responsible for supplying goods that are of satisfactory quality, fit for purpose, and as described. If the goods fail to meet these standards, your claim is against the business that sold them to you.

This distinction matters when you fill out the application form. Name the retailer — and get their legal name right:

• High street chain or large retailer: Use the registered company name from Companies House, not the shop's trading name
• Online retailer or marketplace seller: If you bought from a third-party seller on a marketplace, the seller (not the platform) is usually the respondent
• Sole trader or small shop: Name the individual owner plus their trading name

Building Your Case

Consumer claims are typically unliquidated — you are claiming an estimated sum, usually the purchase price or the cost of repair. Here is what you need:

Proof of purchase. The receipt, bank statement, or online order confirmation showing what you bought, when, and how much you paid.

Evidence the goods are faulty. Photographs, an independent inspection report, or a diagnostic report showing the defect. For electronics, a written assessment from a repair shop is useful. For furniture or clothing, photographs of the defect alongside the product listing or description.

Correspondence with the retailer. Every email, letter, or message where you complained and where they refused to help. This shows you gave them a chance to resolve the issue.

Timeline. When you bought and received the item, when the fault appeared, when you complained, and when the retailer refused. Under the Consumer Rights Act 2015, a fault appearing within six months of delivery is presumed to have been present at delivery, unless the retailer establishes otherwise or that presumption is incompatible with the nature of the goods or the fault.

The Demand Letter

Before filing, send a formal Letter Before Claim to the retailer's registered address. Set out:

• What you bought and when
• What the fault is
• What remedy you are seeking (refund, repair cost, or replacement value)
• A 14- to 21-day deadline for a response
• A clear statement that you will file court proceedings if the deadline passes

Attach copies of your evidence. Keep the letter factual and specific.

Filing and the Hearing

File through the Civil Processing Centre online or by post. Filing fees range from £49 to £244 depending on the amount claimed.

If the retailer disputes the claim, you attend an informal hearing before a District Judge. The judge reviews your evidence, hears from both sides, and issues a decree. Common retailer defences include claiming the goods were not faulty, that you caused the damage, or that you waited too long to complain.

Photographs and an independent expert assessment carry more weight than a verbal description. If you can show the goods were defective and the retailer was given a chance to put things right, your position is strong.

Collecting the Money

If you win, the respondent is ordered to pay the decreed amount. The court does not collect the money — if the retailer does not pay voluntarily, you enforce the decree through the Enforcement of Judgments Office.

The Northern Ireland Small Claims Filing Guide walks through consumer claims step by step, including how to calculate the claim amount and what to bring to the hearing.

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