Electrical and gas appliances
If you've bought an electrical or gas appliance, and you're not satisfied with your purchase, you may be entitled to a repair, a refund or a replacement.
If you have bought an electrical or gas appliance, it must be of satisfactory quality, fit for its purpose and as described.
When an item doesn’t meet some or all of these conditions:
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If you have only used it a few times or haven’t had a reasonable opportunity to check them, you are probably entitled to a refund for a fault or poor description, or alternatively you may request a replacement.
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If the fault is only minor and can easily be put right, it is reasonable to accept a repair. This won’t stop you claiming a replacement or refund if the repair turns out to be unsatisfactory.
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If you have used it more than a few times or have had a reasonable opportunity to check them, you are probably still entitled to a repair or replacement. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore goods to a satisfactory condition. If this does not happen, you are entitled to a replacement or compensation. This could be a sum of money or the cost of hiring a temporary replacement, or perhaps the loan of a replacement.
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If the goods cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the goods.
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If the goods have damaged anything else or you are out of pocket in any other way, you may be entitled to compensation over and above the price of the original goods.
The trader must sort out your problem, not the manufacturer
Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer.
Important points to bear in mind
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If you bought on credit you may be able to claim against the finance company. See Bought on credit? for more information.
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You have seven working days to cancel a contract for goods ordered by telephone, mail order, internet, email or fax, except for those goods which are made to order. See Replacing or cancelling orders for more information.
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All electrical goods and gas appliances need to be used and looked after in line with any instructions.
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Fair wear and tear is not a fault.
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Gas leaks should be reported immediately to Transco on 0800 111 999.
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For safety reasons, all gas appliances should only be fitted by a registered installer. This might be a Corgi registered installer.
If you determine that there is a problem with the appliance you have purchased, do the following.
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If you can, stop using the goods at once.
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Check there really is a fault - read the instructions carefully.
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Be certain that the fault was not caused by misuse, an accident or by not following the instructions.
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If you can, collect together any instructions, leaflets, packaging etc which came with the goods. Pack them all up with the goods.
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Locate your proof of purchase. If you haven’t got a receipt, you can use a credit or debit card statement or cheque stub. Own-brand goods, something exclusive to one shop (such as a customised carrier bag) or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember - it is up to you to show where and when you bought the goods.
You will now need to contact the trader straight away and report the problem. If you bought the goods locally, visit the trader. Take the item, the packaging (if possible) and any proof of purchase with you. If you cannot take the goods back to the shop, either phone or write to the trader. See Making a complaint for more information on complaining by phone or in writing.
