Faulty or Misdescribed Goods
Last updated: 2026-09-08
This page covers goods that are faulty, damaged in transit, or not what the product page described. If you have simply changed your mind, see legal/returns.md instead: the rights here are stronger, and we pay the cost of returning the item to us.
Your rights under the Consumer Rights Act 2015
Every product we sell must be as described, fit for purpose and of satisfactory quality. If it isn't, you have the following rights.
- First 30 days: short-term right to reject. If a fault appears within 30 days of delivery, you can reject the item for a full refund.
- After 30 days: repair or replacement. We will repair or replace the item at no cost to you. You can normally choose which, unless one option is impossible or disproportionate.
- If repair or replacement doesn't fix it, or takes too long: you can ask for a price reduction, or reject the item for a refund (with a deduction for use, only after the first 6 months).
- First 6 months: a fault is presumed to have been there at delivery unless we can show otherwise. After 6 months, you may need to show the fault was already present.
- Up to 6 years: you can still bring a claim within this window, though the older the item, the harder it generally is to show the fault was present at delivery rather than caused by wear and tear.
We pay the return cost
Unlike a change-of-mind return, if your item is faulty you do not pay to send it back to us. Tell us and we will arrange or reimburse a reasonable return cost.
How to report a fault
- Email Contact email to be confirmed with your order number, a description of the problem, and photos if the fault is visible.
- We may ask you to send the item back to us (postage paid by us, as above), or to a repair partner, depending on the product.
- We will confirm which remedy applies (refund, repair, replacement or price reduction) and the timescale, in writing.
Return address
Trading address to be confirmed
Nothing on this page affects your other legal rights, including any rights you have against the manufacturer directly.