If something’s gone wrong with an item you’ve bought, you may be entitled to a refund, repair or replacement.

It doesn't matter whether you bought the item new or second hand you will still have rights.

You’ll have legal rights if the item you bought is:

• broken or damaged ('not of satisfactory quality')
• unusable (‘not fit for purpose’)
• not what was advertised or doesn’t match the seller’s description

You won’t have any legal rights if:

• it was damaged by wear and tear, an accident or misuse
• you knew about the fault before you bought the item
• you’ve just changed your mind

How to Make Sure you get What you're Entitled To

The Citizen's Advice Bureau have a handy tool for helping you understand your rights. 

If you need help writing letter or communicting with sellers the Help & advice service can help.