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Have you received a product or service that is defective or sub-standard?


If you’ve paid for a product or service that fell short of your expectations in some way, or if you have a dispute over money or a defective product, it may be worth talking to us.

Under UK consumer law you have the right to be treated reasonably when you pay for a product or service. If you believe that a product you’ve paid for is defective or counterfeit, or a service you’ve paid for was sub-standard, the law is on your side.

Any product or service, be it physical or digital, which has been bought online or in store must meet certain basic standards. It must be:

  • Fit for purpose – Goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
  • As described  -The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.
  • Of satisfactory quality – Goods shouldn’t be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, cheaper products won’t be held to as high standards as luxury goods.
  • Your rights to a refund, repair or replacement change as time progresses.


If you’ve paid for a product or service and aren’t happy, get in touch with our commercial department who may be able to help.

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