This page helps you understand your rights if you’ve bought a product that is faulty or didn't arrive as expected, and what you can ask the seller to do next.
Bought something faulty or not delivered as expected
If you bought a product from a business and it’s faulty or didn't arrive as expected, the Consumer Guarantees Act may give you the right to a refund, repair, or replacement.
You can use this page to:
- check whether the Consumer Guarantees Act applies to your situation
- understand what you can ask the seller to do
- work out your next steps to resolve the issue.
When the Consumer Guarantees Act applies
You can only use the Consumer Guarantees Act if you bought the product from a business, including online traders.
It does not apply to private sellers, such as:
- friends or family
- someone selling their own belongings.
Answer the questions on this page to find out what you can ask the seller to do - for example, whether you can request a refund, repair, or replacement.
You can also use this tool to check your rights and help resolve the issue with the seller.
Note: The Consumer Guarantees Act applies only to products bought from businesses (including online sellers), not private sellers.
Is your issue about a product or a service?
- A product is something you buy and own, such as a phone, furniture, clothing, or food.
- A service is something someone does for you, such as repairing your car, cutting your hair, or providing streaming services.
If your issue relates to a service, use the Consumer Rights Finder for services to understand your rights and next steps.