The repair of my faulty product failed twice. Can I now get a refund?

What the Law Says

The Consumer Rights Act 2015 gives you clear rights when goods are faulty — including the right to a repair, replacement, or refund depending on the circumstances.

If a repair fails, you may be entitled to a replacement or refund instead. Section 24 of the Consumer Rights Act 2015 sets out your rights to remedies when goods do not conform to the contract (e.g., they’re faulty, not as described, or not fit for purpose).

Crucially, if a repair (or replacement) is attempted and fails, you can reject the goods and demand a full refund — unless the failure was minor or disproportionate in cost or effort. The law does not require you to accept more than one repair attempt if it’s reasonable to conclude the fault cannot be fixed.

You also have a short-term right to reject within 30 days of purchase or delivery — during which time you’re entitled to a full refund without needing to give the trader a chance to repair or replace first.

Statutory Text

If the consumer requires the trader to repair or replace the goods, the trader must do so within a reasonable time and without significant inconvenience to the consumer, and bear any necessary costs incurred in doing so.

— Consumer Rights Act 2015, s. 24 — Repair or replacement

What to Do

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