Faulty item, refund refused: your rights

What this kind of letter means

The shop is refusing a refund because you've used the blender. If it developed a fault within 30 days of delivery, you can still reject it for a full refund, used or not. If you simply changed your mind, the 14-day cancellation period for online orders has already ended.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality and last a reasonable time. If a fault appears within 30 days of delivery you have a 'short-term right to reject' for a full refund (s.22). A retailer's returns policy for unwanted items doesn't apply to faulty ones, and it can't take away your statutory rights. If you'd prefer, you can accept a repair, but if that fails you can then reject the item.

Things worth checking

• This only works if the blender is faulty. The shop's email doesn't mention a fault, so describe it clearly in your reply.
• 'Unused items only' applies to change-of-mind returns, not faulty goods.
• Your 30 days runs from delivery on 24 October, so act before 23 November.
• If you paid by card, a chargeback is a strong backup.

Your options

• Insist on a refund. Quote section 22 of the Consumer Rights Act 2015. Letter Clear has drafted it.
• Accept a repair, in writing. Keep your right to reject if the repair fails.
• Chargeback. Ask your card provider if the shop won't budge.

If you ignore it

After 30 days you lose the short-term right to reject and have to accept a repair or replacement first.

What usually decides this

Strong if the blender developed a fault within 30 days of delivery: the shop's policy can't override the Consumer Rights Act. Weak if you simply changed your mind, because the 14-day cancellation window has ended.

The rules

• For faulty goods, you have a short-term right to reject them for a full refund within 30 days of getting them.
  England, Wales, Scotland, Northern Ireland. Source: Consumer Rights Act 2015, section 22

Rules last checked 13 November 2026.

Words you might see

• Short-term right to reject: Your right to a full refund for faulty goods within 30 days.
• Statutory rights: Rights the law gives you that a shop can't take away.

An example reply

From our worked example. Letter Clear writes one for your own letter, in your name.

Hi Zesty Home team,

Thanks for your reply about order ZH-77120.

The blender has a fault: [describe the fault, and when it started]. It was delivered on 24 October 2026, so the fault appeared within 30 days and the blender isn't of satisfactory quality. Under section 22 of the Consumer Rights Act 2015 I'm entitled to reject it for a full refund within 30 days, whether or not it has been used. A shop's own returns policy can't override this.

Could you please arrange collection and a refund of £129.99?

Many thanks,
[Your name]

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