How UK consumer law covers a failed repair under the Consumer Rights Act

What to take away

• In technology buying and repair, a failed repair is covered by the Consumer Rights Act 2015, which gives you repair, replacement, price reduction or refund.
• The short-term right to reject lasts 30 days from delivery or from when the goods were installed, if installation was part of the contract.
• The six-month burden of proof rule means the trader must prove the fault was not there at delivery for the first six months.
• Repair services must be performed with reasonable care and skill under Chapter 3 of the Act.
• The CMA and local Trading Standards enforce consumer law, and the Enterprise Act 2002 gives the CMA its consumer enforcement powers.
• Keep quotes, invoices and correspondence, because evidence decides most disputes.

What the Consumer Rights Act 2015 says about a failed repair

The Consumer Rights Act 2015 is the main statute for faulty goods and poor services in the UK. It sets out what a repair must achieve and what you can claim when it does not.

The Act applies to traders, not to private sales, so a repair bought from a shop or online retailer is covered. You can read the full text on the Consumer Rights Act 2015.

For goods, the Act says they must be of satisfactory quality, fit for purpose and as described. A repair that fails to fix the fault, or introduces a new one, can breach those terms.

For services, including repair work, the Act says the trader must use reasonable care and skill. That duty sits in Chapter 3, which you can read at the statutory services chapter.

A failed repair can be treated in two ways. If the repair was a service, you can claim a repeat performance or a price reduction. If the repair was part of a sale, for example a phone supplied already repaired, the goods remedies apply. The distinction matters because the time limits and the burden of proof differ.

The Act also covers digital content, which matters for software repairs and firmware updates. If a repairer damages your data or leaves the device unusable, that can be a failure of the service. Keep a record of what was agreed before you handed the device over, using a repair intake checklist to note identity, faults, backups and authorisation.

Short-term right to reject versus repair or replacement under Chapter 2

The short-term right to reject is the strongest remedy for faulty goods. It applies for 30 days after you receive the goods, or after they are installed if installation was part of the contract. You do not have to accept a repair first. You can reject the goods and get a full refund.

After 30 days, the right to reject ends. You then move to the repair or replacement remedy. The trader must repair or replace the goods within a reasonable time and without significant inconvenience to you. The trader bears the cost of collection and return.

If repair or replacement is impossible or disproportionate, you can claim a price reduction or a final refund.

A repair that fails can reset your position. If the trader repairs the goods and the same fault returns, you can argue the repair did not work. You can then ask for a replacement or a refund. The trader cannot keep repairing indefinitely.

Case law and CMA guidance support the view that repeated failed repairs are not a proper remedy.

There is a practical difference between rejecting goods and rejecting a repair service. If you bought a repair service, you cannot use the short-term right to reject. You use the service remedies instead.

That is why the paperwork matters: a receipt that says "repair service" leads to one route, while a receipt for goods leads to another. If the quote changed or the diagnosis was vague, see our guide to repair quote problems.

Reasonable care and skill for repair services under Chapter 3

Chapter 3 of the Consumer Rights Act 2015 says a service must be performed with reasonable care and skill. That is the core standard for repair services. It is not a guarantee that the repair will succeed, but it does mean the work must be done to a competent standard.

What counts as reasonable care and skill depends on the type of repair. A phone screen replacement should not damage the digitiser. A laptop repair should not leave the device overheating.

A repairer who lacks the right tools or training may fail the standard even if they try hard. The test is objective: what would a competent repairer in that trade do?

Other terms are implied into service contracts. The service must be performed within a reasonable time if no deadline was agreed. The price must be reasonable if no price was agreed.

Information given by the trader about the service is also a contractual term. If the repairer says they use genuine parts and then fits copies, that is a breach.

If the service fails, the Act gives you two main remedies. You can require repeat performance, meaning the repairer does the work again properly. Or you can claim a price reduction, which can be up to 100 per cent of the price.

You cannot insist on repeat performance if it is impossible or disproportionate. For a repair that has already failed once, a price reduction is often the practical route.

The Act also implies that the trader must have the right to supply the service. If a repairer works on a device they are not authorised to touch, that can breach the contract. This matters for warranty repairs and for devices still under manufacturer warranty.

The DIY vs independent vs manufacturer repair comparison explains how each route affects your rights.

Time limits, burden of proof, and the six-month rule

The six-month burden of proof rule is the most useful protection for faulty goods. For the first six months after delivery, the law assumes the fault was there at delivery. The trader must prove otherwise if they want to refuse a remedy. That reverses the usual burden, which normally sits with the consumer.

After six months, the burden shifts back to you. You must show the fault was present at delivery. That is harder, especially for intermittent faults. You can still rely on the goods not being of satisfactory quality, but you may need an expert report. The trader can also argue fair wear and tear or accidental damage.

The six-month rule applies to goods, not to repair services. For a repair service, the limitation period is six years in England, Wales and Northern Ireland, and five years in Scotland. That is the time in which you can bring a court claim. In practice, you should act much sooner, because evidence and memories fade.

The short-term right to reject has a 30-day limit. The repair or replacement remedy has no fixed deadline in the Act, but it must be exercised within the limitation period. If the trader fails to repair within a reasonable time, you can move to price reduction or refund.

A reasonable time depends on the goods; for a phone, it might be days, for a laptop, a week or two.

If you are dealing with a laptop that keeps failing, the decision to repair or replace depends on age, value and fault history. Our upgrade repair or replace laptop guide sets out the full comparison. For a phone, the smartphone repair routes compared article covers price, privacy and turnaround.

This table sets out the main limits at a glance.

Situation	Time limit	Who must prove what
Faulty goods, short-term right to reject	30 days from delivery or installation	You need only show the fault exists
Faulty goods, first six months	Six months from delivery	Trader must prove the fault was not there at delivery
Faulty goods, after six months	Up to six years (five in Scotland)	You must show the fault was present at delivery
Failed repair service	Up to six years (five in Scotland)	You must show the work lacked reasonable care and skill

Escalating a repair complaint using CMA guidance and the Enterprise Act 2002

The Competition and Markets Authority is the UK's main competition and consumer authority. Its consumer protection guidance explains how the law applies to repair markets. You can find it on the Competition and Markets Authority - GOV.UK page. The CMA does not handle individual disputes, but its guidance shapes how traders must behave.

The CMA's consumer enforcement powers come from the Enterprise Act 2002. That Act allows the CMA to take action against traders who breach consumer law in a way that harms the collective interests of consumers. You can read the statute at Enterprise Act 2002.

The CMA can accept undertakings or apply to court for enforcement orders.

The CMA also has powers under the Digital Markets, Competition and Consumers Act 2024, which replaced some older consumer powers. For repair complaints, the practical point is that the CMA acts on patterns of misconduct, not on one bad repair.

If a repair chain routinely refuses refunds or misleads customers, that is the kind of issue the CMA can investigate.

Your escalation route starts with the trader's formal complaints procedure. Put your complaint in writing and state the remedy you want. Give a deadline, usually 14 days. If the trader refuses, ask for a deadlock letter or a final response.

That letter is often needed before you can go to an alternative dispute resolution scheme or a court claim. The GOV.UK overview of consumer protection rights explains the basics of repairs and refunds.

If the trader is a member of a trade association, use its dispute resolution service. If not, you can use a certified ADR provider, though the trader does not always have to pay for it.

For small claims, the limit is 10,000 pounds in England and Wales, 5,000 pounds in Scotland, and 3,000 pounds in Northern Ireland. Court fees apply and are recoverable if you win.

Here is the escalation sequence in order.

1. Complain to the trader in writing and state the remedy you want.
2. Set a 14-day deadline and keep proof of sending.
3. Ask for a deadlock letter if the trader refuses to settle.
4. Use a trade association or certified ADR scheme if one is available.
5. Report the trader to Citizens Advice so Trading Standards sees the pattern.
6. Issue a small claim if the value and evidence justify it.

How the Chartered Trading Standards Institute and local Trading Standards handle disputes

The Chartered Trading Standards Institute is the professional body for trading standards officers. It runs the Consumer Codes Approval Scheme, which approves codes of practice that give consumers extra rights.

If a repairer is signed up to an approved code, you get a clear complaints process and often a free ADR service. You can check the CTSI website for approved codes.

Local Trading Standards services are part of your council. They enforce consumer law in their area. They can investigate traders who break the law, and they can prosecute in serious cases. They do not usually recover money for individual consumers, but they can pressure a trader to put things right.

A letter from Trading Standards often changes a trader's attitude.

To report a problem, contact the Citizens Advice consumer service first. It passes cases to Trading Standards. You can do this online or by phone. Give them the trader's name, address, what happened, and what you have already done. Keep your reference number. Trading Standards intelligence teams use these reports to decide which traders to investigate.

Trading Standards can also act on unfair terms in repair contracts. If a repairer uses a term that unfairly limits your rights, such as a blanket "no refunds" clause, that term may be void. The CMA and Trading Standards can challenge unfair terms. The Act gives them that power.

If your repair involves a data breach, for example a repairer copies your photos without consent, that is a separate issue. Report it to the Information Commissioner's Office. If it involves a telecoms or broadband service, Ofcom may be relevant.

For electrical safety, the Office for Product Safety and Standards can act on unsafe products. These bodies do not replace your civil remedies, but they add pressure.

Remedies when a repair fails: price reduction, refund, and consequential loss

The main remedies for a failed repair service are repeat performance and price reduction. Repeat performance means the repairer does the work again, at their cost, within a reasonable time. Price reduction means you get money back. The reduction must be proportionate to the loss in value. In a bad case, it can be the full price.

For faulty goods, the remedies are repair, replacement, price reduction and refund. The short-term right to reject gives a full refund within 30 days. After that, the trader can repair or replace first.

If that fails, you can claim a price reduction or a final refund. A final refund can be reduced for use, but for a recent purchase it is usually the full amount.

Consequential loss is the extra loss caused by the failure. If a failed laptop repair means you lose paid work, that can be claimed. The loss must be foreseeable and caused by the breach. You cannot claim for losses that are too remote.

Keep evidence of the loss, such as invoices or cancelled bookings. The trader may argue you should have mitigated the loss.

If the repair damaged your device beyond the original fault, that is a separate breach. You can claim the cost of a replacement or the repair cost. If the device is written off, you can claim its market value.

For a phone or laptop, use a price guide or a professional valuation. Do not accept a low offer without checking.

If the trader refuses to pay, you can issue a small claim. The process is designed for consumers and does not require a solicitor. You can issue online for claims in England and Wales. For Scotland, use the simple procedure. For Northern Ireland, use the small claims court. The fee depends on the claim value.

Evidence to keep: quotes, invoices, and correspondence

Evidence decides repair disputes. Keep everything from the first contact. A written quote that describes the fault and the work is strong evidence. An invoice that names the parts and labour is also strong. If the trader refuses to put anything in writing, send an email summarising what was agreed and ask them to confirm.

Work through this checklist before you hand over any device.

• Photograph the device and note the serial number.
• Record every existing scratch, crack or fault.
• Back up your data and remove sensitive accounts.
• Get the diagnosis, price and parts in writing.
• Agree a collection date and who pays postage.
• Save the receipt, invoice and all messages.
• Ask for the old parts back if you want them.

Keep all messages, including texts and emails. If you spoke on the phone, follow up with an email saying what was discussed. Keep a call log with dates and names. If you used a web chat, save the transcript. These records show a pattern of behaviour if the trader denies what was said.

Get an independent report if the fault is technical. A second repairer can confirm the first repair was faulty. Ask for a written report on headed paper with the repairer's details. The cost of the report can be claimed as part of your loss if you win. For high-value devices, this is often worth it.

If you paid by credit card, you may have a claim against the card provider under section 75 of the Consumer Credit Act 1974 for purchases over 100 pounds. For debit cards, chargeback is a voluntary scheme. These routes can run alongside your Consumer Rights Act claim. They are useful if the trader has gone out of business.

Common questions

How long do I have to claim after a failed repair? For goods, the short-term right to reject is 30 days. For services, you have up to six years in England, Wales and Northern Ireland, or five years in Scotland, to bring a court claim. Act sooner to keep evidence fresh.

Can I get a refund if the repairer says the fault is my fault? For goods, the six-month burden of proof rule means the trader must prove the fault was not there at delivery. For services, you must show the repair was not done with reasonable care and skill. An independent report helps.

What if the repairer is not a member of a trade body? You can still use the small claims court or a certified ADR provider. The Chartered Trading Standards Institute approves codes, but membership is voluntary. Local Trading Standards can investigate the trader if there is a pattern of breaches.

Does the CMA handle my individual repair complaint? No. The CMA enforces consumer law against traders whose conduct harms consumers collectively. It does not recover money for individuals. Report your case to Citizens Advice so Trading Standards can see the pattern.

Can I claim for time off work because of a failed repair? Consequential loss can include lost earnings if the loss was foreseeable and caused by the breach. Keep evidence of the loss. The trader may argue you should have mitigated it, so take reasonable steps to limit the damage.

What if the repair damaged my data? That is a separate breach of the service contract and possibly a data protection issue. Report it to the Information Commissioner's Office. You can also claim for the cost of data recovery or loss of value as part of your civil claim.