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.