Dosh dilemma – Fiona’s faulty head phones

Fiona bought an expensive pair of headlines online. They worked perfectly at first, but after three months, one side stopped working.

She contacted the retailer to ask for a repair or refund, but they said it’s “out of their hands” because it’s been more than 30 days since she bought them.

Fiona wants to know if she has any rights.

Yes, Fiona still has rights.

Under the Consumer Rights Act 2015, anything you buy must be:

• of satisfactory quality
• fit for purpose
• as described

This law protects consumers for up to six years (five years in Scotland), especially if something goes wrong within the first six months.

Your rights if a product is faulty

First 30 days

If the item is faulty within the first 30 days, you have the right to a full refund.

After 30 days – up to six months 

If a fault appears after 30 days but within six months, the law assumes the fault was already there, unless the retailer can prove otherwise.

You’re entitled to:

• a repair or replacement first
• if the repair or replacement fails, you can ask for:
• a full refund, or
• a partial refund if you want to keep the item

The retailer can’t reduce your refund just because you’ve used the item, not within the first six months.

What does Fiona need to do?

Here are the steps Fiona should follow:

Contact the retailer

• explain that the head phones are faulty
• be polite and keep a written record

Refer to the law

• say that under the Consumer Rights Act 2015, she’s entitled to a repair or replacement within the first six months

Request a remedy

• clearly ask for either a repair or replacement
• if that fails, request a full refund

Give them one chance

• the retailer only gets one opportunity to repair or replace the product

What if the retailer refuses?

If the retailer won’t help, Fiona can:

• contact Citizens Advice
• report to Trading Standards - Citizens Advice can pass your case to Trading Standards if necessary
• check for an ombudsman or ADR scheme - some retailers are part of Alternative Dispute Resolution (ADR) schemes. You can file your complaint online for free with RetailADR
• use section 75 or chargeback - if Fiona paid with a credit card and the item cost over £100, she can claim under section 75 or chargeback
• for debit cards or cheaper items, she can try chargeback via her bank

What happens after six months?

If the fault shows up after six months, Fiona still has rights , but it’s harder to claim.

• she would need to prove the fault was there at the time of delivery, such as using a report or showing others had the same problem
• the retailer can reduce any refund for fair use

She can take legal action for faulty goods up to six years after purchase in England, Wales, and Northern Ireland (five years in Scotland).