Understanding consumer rights for broken appliances is essential when your washing machine, dishwasher, cooker or fridge breaks down. This complete guide explains your legal rights under the Consumer Rights Act 2015 and how to claim refunds, repairs or replacements for faulty domestic appliances.
Consumer Rights for Broken Appliances – Legal Timeline
0-30 Days: You can reject the appliance and get a full refund if it’s faulty. No proof required.
30 Days to 6 Months: You’re entitled to a free repair or replacement. The retailer must prove the item wasn’t faulty when sold.
6 Months to 6 Years: You can still claim repair, replacement or refund but you need to prove there was a manufacturing fault.
What Retailers Must Do
Under the Consumer Rights Act 2015, retailers are legally required to:
- Provide FREE diagnosis, parts, labour and collection
- Offer a loan appliance if repair takes over 7 working days
- Complete first repair within 30 days maximum
- Provide written confirmation of all decisions
- Reply within 14 days to any claim
Common Retailer Excuses (And How to Respond)
“It’s out of warranty” – The Consumer Rights Act 2015 provides up to 6 years protection, regardless of warranty.
“Contact the manufacturer” – The retailer sold you the appliance, so they are legally responsible.
“It’s wear and tear” – They must prove it’s not a manufacturing defect.
“Too expensive to fix” – They still have a legal obligation to repair or provide a refund.
How to Make a Successful Claim
- Contact the retailer in writing (email or letter) stating the fault and referencing the Consumer Rights Act 2015
- Request a repair, replacement or refund (depending on how long you’ve owned the appliance)
- Set a deadline for their response (14 days maximum)
- Keep all receipts, photos and correspondence
- If they refuse, contact Citizens Advice or consider Small Claims Court
Helpful Resources
For more information about your consumer rights:
- Citizens Advice – Free consumer rights advice and letter templates
- GOV.UK Consumer Rights – Official government guidance on Consumer Rights Act 2015
- Which? Consumer Rights – Independent advice on faulty goods and returns
Major UK Appliance Retailers – Customer Service Contacts
📱 AO.com
Customer Service: 0161 470 1200
Sales: 0161 470 1100
Open: Mon-Fri 8am-7pm, Weekends 8am-5pm
Use these numbers to start your consumer rights claim with major UK retailers:
📞 Currys
Customer Service: 0344 561 1234
Business Sales: 0344 561 6789
Open: 7am-12am daily
📦 Appliances Direct
Customer Service: 03300 412 271
Open: Mon-Fri 8am-5:30pm, Sat-Sun 8:30am-7pm
🛍️ John Lewis
Customer Service: 03456 049 049
Open: Mon-Fri 8am-8pm, Weekends 9am-6pm
🏢 Argos
Customer Service: 0345 640 2020
Open: Mon-Sat 8am-8pm, Sun 10am-6pm
Professional Engineer Reports
An independent engineer report can significantly strengthen your claim by providing professional evidence of manufacturing faults. This documentation proves the issue isn’t due to misuse or wear and tear, making retailers far less likely to dispute your claim.
Need Expert Diagnostics in Dorset?
Domestic Appliance Repair Limited provides professional diagnostic reports for consumer rights claims in Weymouth, Portland and Dorchester.
📞 01305 551551
✉️ [email protected]
Based in Weymouth, England – Serving all of Dorset with expert appliance diagnostics for washing machines, dishwashers, cookers, fridges and all white goods.
