This consumer tip is about faulty products and outlines the course of action if you have experienced faulty goods after a purchase.
Dean Dunham was asked about your consumer rights when it comes to faulty goods, in particular, faulty goods which were not the fault of the consumer who bought the item.
The Consumer Rights Act 2015 says that if you have purchased a product which is or has become faulty in the first 6 months after purchase, then the retailer must inspect the product to deem whether or not it was the consumer that caused the fault or not. If the retailer cannot prove that a faulty product was caused by a consumer, then the consumer will be entitled to an exchange, repair or a refund.
“For the first 6 months after purchase, if something goes wrong it’s for them [the retailer] to prove that the product is faulty because of the consumer and not because of an inherent default or fault with the product.”
What to do next:
If you have experienced a faulty product that is beyond repair and needs replacing, then you need to go to the retailer in writing and say that under The Consumer Rights Act 2015 you want your goods replacing or repaired. If the retailer refuses to replace or repair the product, then the retailer will have to prove that you [the consumer] has caused the fault. If they cannot prove that you caused the fault, then you are entitled to a repair, a replacement or even a refund.
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