They took your money for a faulty product. Speak to Kestrel.

Bought something faulty and refused a refund?. The law of England and Wales, in plain English.

The law, in plain English

The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of purchase you can reject faulty goods for a full refund. After that, the retailer gets one chance at repair or replacement before you can insist on money back. Paid by credit card for something over £100? Section 75 of the Consumer Credit Act 1974 can make the card company equally liable.

How it usually goes

  1. Go back to the retailer in writing: your contract is with them, not the manufacturer.
  2. Refused: a formal letter citing your statutory rights, or a section 75 claim to your card provider.
  3. Still refused: small claims, where retailers rarely let it reach a hearing.

What it costs

Rights letter £120 plus VAT · claim from £350 plus VAT (illustrative).

Speak to Kestrel now.

Any hour. Plain answers, a fixed quote in writing, and a named solicitor by 9:00.

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