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I bought a faulty item. What are my options?
If something’s gone wrong with an item you’ve bought, you may be entitled to a refund, repair or replacement.
It doesn’t matter whether you bought the item new or second-hand – you’ll still have rights.
You’ll have legal rights if the item you bought is:
- broken or damaged (‘not of satisfactory quality’)
- unusable (‘not fit for purpose’)
- not what was advertised or doesn’t match the seller’s description
You won’t have any legal rights if:
- it was damaged by wear and tear, an accident or misuse
- you knew about the fault before you bought the item
- you’ve just changed your mind
Use the tool linked below for specific advice on things that you have bought (such as electronics, white goods, furniture, food, etc. – online, through mail order, at a shop etc.) : there’s a different tool to use if you have bought a second-hand car, and there are problems with the car.
View specific advice on the Return faulty goods - National Citizens Advice website.
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