When something you bought breaks: repair, replacement or refund

When something stops working, two different promises may cover it. One comes from the law and is owed by the shop that sold it to you. The other is a warranty, a voluntary promise from the maker or the shop, with whatever conditions they choose. The legal one is usually the stronger of the two, and it’s the one shops are least keen to mention.

In the EU: at least two years from the seller

Under the Sale of Goods Directive, the seller is responsible for any lack of conformity that shows up within at least two years of delivery. Goods have to match the description, be fit for their normal purpose and be of the quality and durability you could reasonably expect. Some countries give longer.

• Who has to prove what. For a fault that appears within the first year, the law presumes it was there at delivery unless the seller proves otherwise. Some countries extend this to two years.
• What you can ask for. First a repair or a replacement, at your choice unless the one you pick is impossible or far dearer for the seller. Both must be free of charge and done within a reasonable time.
• If that fails. If the repair or replacement isn’t done, doesn’t work, or the fault is serious, you can ask for a price reduction or end the contract and get your money back.
• Choosing repair. Under the Right to Repair Directive, for purchases made from 31 July 2026, choosing a repair adds 12 months to the seller’s liability. Several countries were late in writing this into national law, so check yours.

The claim is against the seller, not the manufacturer, even if the seller points you to the maker’s service centre.

In the UK: 30 days, then six months, then six years

The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. What you can ask for depends on when the fault appears:

• Within 30 days: you can reject the goods and get a full refund.
• Within six months: the shop gets one chance to repair or replace. If that fails, you can ask for a refund or a price reduction. The law presumes the fault was there from the start.
• After six months: the same remedies apply, but you may have to show the fault was there at delivery, and a refund can be reduced to account for the use you’ve had.

You can bring a claim for up to six years after delivery in England, Wales and Northern Ireland, and five years in Scotland, though what’s reasonable depends on the product and its price.

In the US: implied warranties and written ones

State law gives most purchases implied warranties: that the product does what it’s supposed to do, and that it’s fit for a purpose the seller knew about. They can last up to four years in some states. Where the state allows, a seller can disclaim them by selling “as is”. The federal Magnuson-Moss Warranty Act governs written warranties: they must be labelled “full” or “limited”, and a company that gives one can’t disclaim the implied warranties, though it can limit how long they last.

In Australia: guarantees with no fixed end date

Under the Australian Consumer Law, products must be of acceptable quality for a reasonable time, which depends on what they are and what they cost. For a major failure, you choose between a refund and a replacement. For a minor one, the business can choose to repair, replace or refund. The ACCC says these rights apply on top of any warranty and can’t be removed by it.

Do you need an extended warranty?

In the EU and the UK, an extended warranty often covers ground the law already covers, especially in the first two years. Before paying for one, check what it adds: accidental damage, a longer period, or faster repairs. If it only repeats your legal rights, it isn’t worth much.

How to make a claim

• Write to the seller, describe the fault and when it started, and say what you’re asking for.
• Include the order number and photos or a short video of the problem.
• Name the law that applies in your country. It often changes the tone of the reply.
• Keep copies of everything, and set a reasonable deadline for a reply.
• If the seller refuses or stops replying, your card provider may help. See paying safely online.

The same rights apply to refurbished and second-hand goods bought from a business, with some differences explained in buying refurbished.

Sources

1. Sale of Goods Directive (EU) 2019/771 (EUR-Lex)
2. Right to Repair Directive (EU) 2024/1799 (EUR-Lex)
3. Your Europe: Guarantees and returns
4. Consumer Rights Act 2015 (legislation.gov.uk)
5. FTC: Warranties
6. ACCC: Repair, replace, refund

Rules change. If something here is wrong or out of date, please tell us and we’ll fix it. This guide is general information, not legal advice.