Consumer rights
When can I ask for a refund, repair, or replacement?
If a product or service fails a consumer guarantee, the supplier usually needs to put it right — how serious the failure is helps decide the remedy.
If something you bought for personal use does not meet a consumer guarantee, you generally have a right to a remedy. For goods, that often means repair, replacement with the same kind of item, or a refund — without you paying the cost of putting it right.
How serious the problem is matters. A minor fail might be fixed by repair. A big fail — something that means you would not have bought it if you knew — often opens wider options, including ending the contract and seeking a refund. Services have their own remedy rules; the official guides walk through common scenarios.
Start with the retailer or service provider. Explain the issue calmly, keep a paper trail, and give them a fair chance to fix it. If they will not engage, Consumer Protection explains next steps, including manufacturers and dispute options.
Calm next moves
- Write down dates, who you spoke to, and what they offered.
- Ask for the remedy you prefer — repair, replacement, or refund — and why.
- Check Consumer Protection’s “refund, replacement or repair” page before you escalate.
Official resources
Always confirm details on the official site — laws and processes can change.
Educational signposting only from the Resilience Programme. Not legal, financial, or medical advice. Updated 2026-07-10.