Identify the transaction
The rules can differ depending on whether you bought as a consumer or business, from a trader or a private seller, and online or in person. Keep the listing and terms that applied when you bought.
Disputes Affecting You
Faulty Goods and Consumer Disputes
If an expensive purchase fails or a seller refuses to put a problem right, it helps to know which rights and remedies may apply. We can review the purchase and advise on a proportionate next step.
Understanding your next steps
How we can help
Set out the fault
The purchase date, delivery date and when the fault appeared can affect the remedy. Evidence of the problem and any attempted repair will help establish the position.
Consider routes before proceedings
A complaint, payment-provider process or appropriate dispute scheme may be available. We can consider these alongside a legal claim and the cost of taking it further.
A clear way forward
What happens next
What to have ready
Have the order confirmation, receipt, terms, advert, photographs and correspondence ready. Include repair records and any response refusing a refund or replacement.
Your next step
Tell us what you bought, who sold it, the price and what you have asked the seller to do. We can discuss whether paid legal work is proportionate to the dispute.
Planning ahead
Fees and timescales
01 / Fees
What the costs cover
For a modest purchase, a limited review or a complaint scheme may be more proportionate than full representation. We explain the proposed legal fee and VAT before starting, and discuss likely court costs if a claim is being considered.
02 / Timescales
Timing and deadlines
Different remedies and complaint routes have different time requirements. Raise the issue promptly and keep a record. A warranty does not necessarily describe all the rights available.
Read our published Price Guide, then contact us to confirm the work you need and the costs involved.
View Price GuideUseful to know
Your questions, answered
Does an expired warranty mean I have no rights?
Not necessarily. A warranty is separate from rights that may arise under the law. The purchase, fault and dates need to be reviewed.
Can I demand an immediate refund?
The remedy depends on the circumstances and timing. Repair, replacement or a price reduction may be relevant. Do not assume one remedy applies to every purchase.
What if I bought for my business?
Consumer rules may not apply. The contract and relevant business sale rules need separate consideration.
Is it worth using a solicitor for a small purchase?
Paid legal work may cost more than the amount in dispute. We can discuss a limited review, and consumer advice or an appropriate complaint scheme may be a better starting point.
General information for England and Wales. Contact us for advice about your circumstances.
SJS Solicitors · Balham