By the PromptLeadz editorial team. Last reviewed 20 September 2026. General information, not legal advice.
The washing machine died after five weeks. The shop says the return window was 30 days, and you'll have to deal with the manufacturer. That's usually wrong. Your contract is with the shop, and the law gives you much longer than 30 days when something turns out to be faulty.
The rule people get wrong
A shop's "30-day returns" policy is about changing your mind. Faulty goods are a different thing, covered by law, and the seller is responsible, not the manufacturer. You can use the manufacturer's warranty if you want to, but you don't have to.
In France and the EU
- Legal guarantee of conformity: 2 years from delivery for new goods (the garantie légale de conformité in France).
- If a fault appears within that time, you can ask for a free repair or replacement. If that's impossible, too slow or doesn't work, you get a price reduction or a refund.
- In France, for new goods, a fault that appears in the first 2 years is presumed to have been there at delivery. You don't have to prove it.
- In France, if the item is repaired under this guarantee, the guarantee is extended by 6 months.
- The shop can't send you to the manufacturer instead.
In the UK (Consumer Rights Act 2015)
| When the fault appears | What you're entitled to |
|---|---|
| Within 30 days | A full refund if you reject it |
| 30 days to 6 months | One repair or replacement. If that fails, a refund or price reduction. The fault is assumed to have been there from the start. |
| 6 months to 6 years | Same remedies, but you may need to show the fault was there from the start, for example with a repairer's report. A refund can be reduced for the use you've had. |
Goods must last a reasonable time for what they are. A GBP 600 washing machine failing at 18 months is very likely a valid claim.
In the US
You rely more on the manufacturer's written warranty and the implied warranty that goods work as they should, which varies by state. For quick wins: the store's own policy, the card company (some credit cards extend warranties), and a card dispute if the item was faulty from the start.
The letter
Subject: Faulty goods: [item], order [number]
I bought [item] on [date], order [number], for [amount]. On [date] it [describe the fault]. I have used it normally.
Under [the legal guarantee of conformity / the Consumer Rights Act 2015], the goods are not in conformity with the contract. I ask you to [repair or replace it free of charge / refund me] within 14 days. Please arrange collection at your cost.
If this isn't resolved by [date], I will [contact the consumer mediator named in your terms / raise it with my card provider / consider a small claim].
If they refuse
France: the médiateur de la consommation named in their terms, and SignalConso. UK: the Citizens Advice consumer helpline, then a Section 75 claim if you paid over GBP 100 on a credit card, then small claims. EU cross-border: a European Consumer Centre.
Sources and further reading
- Consumer Rights Act 2015 (legislation.gov.uk)
- Your Europe: guarantees and returns
- Citizens Advice: consumer help (UK)
- Service-Public.fr : garanties légales
Let your AI handle it
Custom AI to Get Your Money Back turns ChatGPT, Claude, Gemini or Copilot into a claims coach: it finds the rule, works out what you're owed, writes the letter and tracks every deadline. Flights, deposits, cards, bills, faulty orders.
Leave a comment: