Faulty sofa retailer refuses refund after 30 days: who helps?

Summary

For a faulty sofa where the retailer refuses a refund because more than 30 days have passed, who helps is still the retailer under the Consumer Rights Act path (repair, replace, then price reduction or reject), then Citizens Advice for templates, then alternative dispute resolution or small claims. Advisers will not collect the sofa or sue the shop for you.

Key information

• The short 30 day reject window is not the end of your rights if the sofa is not of satisfactory quality.
• Photograph defects, keep delivery notes, and write a dated complaint asking for repair or replacement first where that fits.
• “Sold as seen” or “no refunds” does not wipe Consumer Rights Act duties for most consumer sales.
• If the retailer stalls, ask whether they belong to a furniture ADR scheme before you start a claim.
• Citizens Advice: Advisers explain faulty goods rights and point you to letter templates. They will not inspect the sofa, negotiate a cash settlement as your agent, or attend the hearing.
• an ADR scheme: If the retailer is in a furniture or retail ADR scheme, the scheme can propose a resolution after the retailer rejects your complaint. They will not force a criminal prosecution, or reopen once you have accepted a full settlement unless the rules allow.
• Retailer: Repair, replace, or refund duties under CRA. They will not: Not independent. Reach: Customer service on the invoice.
• Citizens Advice: Explain rights; templates. They will not: Will not collect or litigate. Reach: Faulty goods.
• Furniture / retail ADR: Independent view after rejection. They will not: Not always binding. Reach: Scheme named on retailer materials.
• Card issuer: Chargeback or Section 75 in some cases. They will not: Will not inspect the sofa. Reach: Bank or card app.
• Small claims: Court judgment path. They will not: Not free representation. Reach: Court service guidance.
• They say I am past 30 days so no refund. Rights can continue for repair or replacement, then further remedies. Get Citizens Advice wording before you accept that.
• Bought on finance? Complain to the retailer and tell the finance firm. Section 75 style routes may still matter.

Practical guidance

• Send a written complaint with photos and what you want (repair, replace, or refund after failed repair).
• Give a clear deadline. Keep screenshots of chat refusals.
• Call Citizens Advice if wording or next steps are unclear.
• Check ADR membership on letters or the retailer site.
• Card chargeback or Section 75 may still help if payment was by card and the goods are not as described.
• Ask the Shaman.

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