Your refund rights
You are generally entitled to return a product that:
- does not do what it is normally supposed to – for example, your toaster does not toast bread
- has a defect – for example, your toaster's timer knob falls off soon after you buy it
- is unacceptable in appearance or finish – for example, your toaster has scratches
- is unsafe - for example, sparks fly out of your toaster whenever you use it
- breaks down before you would reasonably expect it to.
You must take into account:
- the type of product – for example, a large appliance such as a fridge is expected to last longer than a toaster
- the price – for example, a cheap toaster may not be expected to last as long as a top-of-the-range one
- any statements about the product on its packaging or label – for example, the toaster box shows a special defroster function
- any statements about the product by the store or seller, either in person, in print or online - for example, the salesperson said the crumb tray was easy to detach and clean.
If there is a problem with your product, or if you are having a dispute with the store or seller, view our Resolve a dispute page.