Faulty goods outside warranty: who helps?

Summary

If a product is faulty and the seller refuses a repair or replacement because you are outside warranty, who helps is still the seller under the Consumer Rights Act 2015 (warranty is extra, not the whole of your rights), then Citizens Advice for letter templates and Trading Standards reporting, then your card issuer for Section 75 / chargeback where it fits. Advisers will explain the difference between manufacturer warranty and statutory rights. They will not diagnose technical causation as a lab would.

Key information

• A manufacturer warranty ending does not automatically end CRA rights against the seller you bought from as a consumer.
• Keep proof of purchase, fault photos, and the seller’s refusal wording.
• Within 30 days, short term reject rights can be stronger. Later stages often move through repair / replace / price reduction paths.
• Citizens Advice will explain CRA remedies vs warranty marketing language and point you to faulty goods / buying and selling plus the consumer helpline. They will not phone the seller or force a free replacement the same day.
• Your card issuer may consider Section 75 (credit) or chargeback where the purchase and fault story fit scheme rules. They will not decide technical causation without your evidence pack.

Practical guidance

• Seller in writing: state CRA rights, describe the fault, ask for repair, replacement, or refund path.
• Manufacturer only as a parallel goodwill / warranty track (do not let them bounce you forever).
• Citizens Advice consumer helpline 0808 223 1133.
• Card issuer if the seller refuses and payment route allows.
• Money Claim Online after free doors if the value justifies it.
• Ask the Shaman: free door routing.

Related topics