Step by step
Build a simple timeline
Record purchase date, seller, item or service, price, payment method, delivery and the date the fault appeared. Keep receipts, order emails and photographs.
Describe the fault precisely
State what should happen, what actually happens and any safe troubleshooting already tried. Avoid opening or altering an unsafe product.
Contact the seller
Consumer rights usually sit with the retailer that sold the item. Use a traceable channel, quote the order number and keep copies.
Ask for a clear remedy
State what you want and a reasonable response date. The available remedy depends on what was bought, where, when and the circumstances, so check current official guidance.
Ready-to-use checklist
- Purchase evidence saved
- Fault photographed or recorded
- Seller contacted in writing
- Requested remedy stated
- Response deadline recorded
Common problems
The seller sends you only to the manufacturer
Ask the retailer to address its responsibilities and confirm its position in writing. A warranty can add rights but does not replace statutory rights.
The issue involves unsafe goods or fraud
Stop using unsafe goods and use the relevant official reporting or advice route. Contact the payment provider promptly where appropriate.
UK sources and scope
Checked 27 September 2026. Details may vary by nation, provider and circumstances; follow the linked official or specialist source for the current position.