You can legally:
- keep the product and claim compensation for the loss in value
- reject the product and get an identical replacement
- reject the product and ask for a full refund.
If you reject a product because of a serious problem and ask for a refund, you don't have to accept a credit note or an exchange of products instead of cash.
A problem with a product is considered serious if:
- a reasonable consumer would not have bought the product if they had known about the fault
- products are significantly different from their description, sample, or demonstration model
- products are not fit for their normal or specific purpose and can’t easily be put right
- the products are unsafe.
Factors that influence whether a fault is serious include:
- If you have only had the products for a short time then the fault is more likely to be serious.
- The more expensive a product is, the more likely it is that the fault may be serious.
- How different the product is to any claims made in the advertising, packaging or made by the seller.
- If there have been any other faults — a series of minor faults might become serious if they add up to a loss of confidence in the reliability of a product.
The retailer must give you enough information to be able to make an informed choice about the remedies. If you choose to reject a product, you must do it in a reasonable time. A reasonable time means soon after the date you became aware of a defect.
It is your responsibility to return the faulty product to the business. If it’s expensive or complicated to return the item, the business must arrange for it to be collected, at its expense.
For example, if you’ve had a wood burner installed and don’t have the equipment or skills to remove it, the business must arrange — and pay for — someone to come and get it.