When an appliance fails, is damaged on delivery, or a repair goes wrong, knowing your rights is the difference between paying for something that should have been free and walking away with a remedy. This hub covers everything you need to know about consumer rights as they apply to buying appliances, having them repaired, and dealing with retailers who would rather you didn’t know your entitlements.
This guide provides general consumer rights information only and does not constitute legal advice. For guidance on your specific situation, contact Citizens Advice or a qualified legal professional.
The Consumer Rights Act 2015: What It Means for Appliances
The Consumer Rights Act 2015 replaced the old Sale of Goods Act and sets out the legal framework for all consumer purchases in the UK. When you buy a white goods appliance from a retailer, the law requires that the product is of satisfactory quality, fit for purpose, and as described. If it falls short on any of these points, you have legal remedies against the retailer, not the manufacturer.
Satisfactory qualityThe appliance must be free from minor defects, safe, durable, and of acceptable appearance. “Satisfactory” is judged by what a reasonable person would consider acceptable given the price paid, the description, and any other relevant circumstances. A washing machine breaking down after 18 months is unlikely to meet this standard.
Fit for purposeThe appliance must be suitable for the purpose it is normally bought for, and for any specific purpose you made clear to the retailer at the time of purchase. A dishwasher that leaves dishes dirty after a standard wash cycle fails this test, regardless of whether it is technically functioning.
As describedThe appliance must match its description in any listing, packaging, brochure, or advertisement. If a washing machine was sold as having a specific capacity or energy rating and does not deliver it, that is a breach of contract regardless of any other performance issues.
Who is responsibleUnder the Consumer Rights Act, your claim is always with the retailer, not the manufacturer. The manufacturer’s guarantee is a separate, voluntary commitment. When it expires, the manufacturer has no further obligation to you, but the retailer’s legal obligations under the Act continue for up to six years.
The six-year limit and the six-month rule
You have up to six years from the date of purchase to bring a claim in England, Wales, and Northern Ireland (five years in Scotland). Within the first six months, any fault is presumed to have been present at the time of sale, and the retailer must prove otherwise. After six months, the burden of proof shifts to you, though independent evidence of an inherent fault strengthens your position considerably. Read the full guide: up to 6 years to claim for faulty appliances.
The Guarantee Is Not Your Only Protection
One of the most persistent and costly misunderstandings in UK consumer rights is the belief that once a manufacturer’s guarantee has expired, the consumer has no further recourse. Retailers actively encourage this belief because it saves them money. It is not true.
The manufacturer’s guarantee and your statutory rights under the Consumer Rights Act are entirely separate. A one-year guarantee expiring has no effect whatsoever on your right to claim against the retailer if the appliance has not lasted a reasonable time or had an inherent fault.
“I’m sorry, the guarantee has run out, so there’s nothing we can do.” This statement, whether from the retailer or the manufacturer’s engineer, is very often simply incorrect. Challenge it in writing, citing the Consumer Rights Act 2015.
Strong claims for out-of-guarantee appliances
Expensive premium appliance failing terminally within 2-3 years. Same fault recurring after previous repairs under guarantee. Drum bearing failure on a mid-range machine within 5 years. Major fault on any appliance developing just weeks after the guarantee expired. Each of these cases has a realistic prospect of success under the Consumer Rights Act.
Weaker claims
Minor fault on a very old budget appliance. Fault clearly caused by misuse or abnormal use. Damage caused by external factors. Very long time since purchase with heavy use throughout. These circumstances make a successful claim harder, though not always impossible, depending on the specific facts.
For real-world examples of successful out-of-guarantee claims, read: out of guarantee, even by a long time, doesn’t always mean you should pay.
Your Rights in Specific Situations
When an appliance is faulty
Up to 6 years to claim for faulty appliancesHow the Consumer Rights Act 2015 protects you well beyond the guarantee period, what you need to prove, and how to make a claim.
Is manufacturer or retailer responsible?Why your claim is always with the retailer under UK law, and why going to the manufacturer can actually weaken your legal position.
Out of guarantee, still covered?Real-world examples of valid claims made well after the guarantee expired, and how to assess the strength of your own case.
Washing machine only just out of guaranteeA fault developing shortly after a guarantee expires is particularly strong evidence of an inherent fault. What to do and how to argue it.
Is the washing machine actually faulty?Before making a claim, confirm the appliance genuinely has a fault and that it is not a user error or a setting issue. What counts as a fault under the Act.
How to get a faulty washing machine exchangedWhen you are entitled to a replacement rather than a repair, and how to make the case to the retailer effectively.
Out-of-guarantee case examples
Fridge freezer 4 months out of guaranteeA real case showing how a fault just outside the guarantee period can still be successfully claimed under the Consumer Rights Act.
High quality hob only lasted 4 yearsA premium appliance failing well before its expected lifespan. Why this strengthens a consumer rights claim and what the outcome was.
Repair rights
Consumer rights covering repairs come under the services section of the Consumer Rights Act. Repair work must be carried out with reasonable care and skill, completed within a reasonable time, and at a cost that was either agreed beforehand or is reasonable given the circumstances. When disputes arise, it is usually because “reasonable” is genuinely open to interpretation, and both sides believe they are right.
Engineer didn’t turn up. Can I claim compensation?Your rights when a repair company fails to attend an agreed appointment and whether you can recover losses from wasted time.
Engineer can’t come for over a week. Is this acceptable?What counts as a reasonable waiting time for a repair engineer, particularly for essential appliances like washing machines and fridges.
Do I have to wait in all day for an engineer?Whether repair companies can require you to keep an entire day free and what alternatives you can reasonably request.
Is a 3-month guarantee on repairs reasonable?What length of guarantee on a completed repair is considered acceptable, and what you can do if the same fault recurs quickly.
Repair company wants to charge when no fault foundWhether a repair company can charge for a visit where they cannot find or reproduce a fault, and how to avoid this situation.
Manufacturer reluctant to send an engineerWhat to do when a manufacturer delays or refuses to carry out a repair under guarantee, and how the retailer fits into this.
Repairs under guarantee
Washing machine under guarantee. Will they charge if there was a coin in the machine?Whether a manufacturer can void a guarantee and charge for a repair if they claim user misuse caused the fault.
Can I claim compensation for lost food if the freezer breaks down?Whether you can recover the cost of spoiled food from the retailer or manufacturer when a fridge or freezer fails unexpectedly.
Buying appliances and delivery rights
Signed the delivery note. Can I still complain about damage?Whether signing a delivery note accepting goods as received prevents you from claiming for damage discovered after the delivery team left.
Returning appliances under distance selling regulationsYour right to return a white goods appliance bought online, including large appliances delivered to your home, and the conditions that apply.
A real experience of trying to return a large appliance onlineA personal account of attempting to exercise distance selling return rights on a large white goods appliance, and what happened.
Should you register your appliance guarantee?Why registering your appliance is worth doing even though you are not legally required to, and what it gives you if something goes wrong.
Payment protection and retailer failure
Buying appliances with a credit card: the Section 75 protectionHow paying by credit card gives you a second route to compensation via Section 75 of the Consumer Credit Act, and when to use it.
What if the retailer goes bust?What happens to your consumer rights when the company you bought from ceases trading, and what routes remain open to you.
Second-hand washing machine: what are your consumer rights?How consumer rights differ when buying a second-hand appliance from a retailer versus a private seller, and what protection you have in each case.
Why Retailers Resist Valid Claims, and What to Do About It
Retailers know that the majority of consumers who are told “the guarantee has expired, there is nothing we can do” will accept that response and walk away. This is commercially rational for them. It costs very little to refuse, because most people give up. The small proportion who persist are the only ones who ever recover anything.
This is not speculation. It is confirmed by the consistent pattern of consumer rights cases, the findings of consumer advocacy organisations, and the frank assessment of anyone with experience in retail disputes. The system only works if consumers push back.
A formal written complaint carries dramatically more weight than a phone call to a customer service agent. A letter before action, stating your intention to use the small claims court, resolves many disputes without any court proceedings at all. Retailers who ignore verbal complaints routinely settle written ones.
Why consumers don’t claim their rights, and how to be differentThe real reasons most consumers give up on valid claims, and the practical steps that distinguish those who recover their money from those who don’t.
Claiming compensation from a retailer or repairerStep-by-step guide to making a formal claim, what evidence to gather, how to escalate, and when to use the small claims court.
Free services that help consumers fight refusalsCitizens Advice, Resolver, Section 75, and the small claims court: free tools that give you the backing you need to pursue a valid claim.
Is the Consumer Rights Act too hard on retailers?The honest structural problem with the current system, why it produces so much conflict, and whether the law could be better designed.
Right to Repair and Appliance Longevity
The Right to Repair regulations that came into force in the UK from 2021 introduced new obligations on manufacturers of white goods to make spare parts available and support the repair of appliances. Understanding what this legislation does, and what it does not do, helps you know when you can reasonably expect spare parts support.
Right to Repair: will it make a real difference?What the Right to Repair legislation actually requires of manufacturers, what it falls short on, and what would actually help consumers most.
Exploding door glass: whose fault is it?When a washing machine door glass shatters, manufacturers routinely blame users. The legal and safety arguments that challenge that position.
Before You Make a Claim: What to Check
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Confirm there is actually a fault. Before contacting the retailer, make sure the appliance genuinely has a fault rather than a user or setting issue. Read: is the washing machine actually faulty?
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Establish your timeline. When did you buy the appliance? When did the fault develop? Is the fault within six months of purchase? These dates determine how the burden of proof is allocated and how strong your position is under the Consumer Rights Act.
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Know who to contact. Your claim is with the retailer, not the manufacturer. Contacting the manufacturer first is fine for getting a fault diagnosed, but do not accept the manufacturer’s refusal as the final word on your legal position.
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Put everything in writing. A written complaint citing the Consumer Rights Act 2015 is taken far more seriously than a phone call. Keep copies of all correspondence. If the retailer refuses, you need a paper trail to escalate.
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Check your payment method. If you paid more than £100 by credit card, you have a Section 75 claim against your card provider in addition to your rights against the retailer. This is particularly valuable if the retailer has gone bust or is refusing to engage. Read: credit card protection for faulty appliances.
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Use free support services if needed. Citizens Advice, Resolver, and the small claims court are all free or low-cost. A letter before action sent through Resolver resolves a significant proportion of disputes without any further proceedings. Do not give up simply because the retailer says no. Read: free services that can help you fight a refusal.
Need help with a faulty appliance right now?
Whether you need a repair, spare parts, or guidance on your rights, Whitegoods Help can point you in the right direction.
Frequently Asked Questions
My appliance has broken down and is out of guarantee. Do I still have rights?
Yes. The Consumer Rights Act 2015 gives you up to six years to bring a claim against the retailer for an appliance that has not lasted a reasonable time. A manufacturer’s guarantee expiring has no effect on these statutory rights. The difficulty of making a successful claim increases over time, but the right exists throughout the six-year period. Read: up to 6 years to claim for faulty appliances.
Should I contact the manufacturer or the retailer?
Under the Consumer Rights Act, your legal rights are with the retailer who sold you the appliance, not the manufacturer. Contacting the manufacturer is useful for getting a fault diagnosed or a repair booked under guarantee, but the manufacturer has no legal obligation to you beyond the terms of their voluntary guarantee. Once that expires, the retailer remains legally responsible. Read: is the manufacturer or retailer responsible?
The retailer says it is wear and tear. Can they use this to refuse my claim?
“Wear and tear” is a legitimate defence, but it is also one of the most overused. The question is whether the fault represents normal deterioration for an appliance of that age, price, and usage, or whether it represents a premature failure. A control board failing on a two-year-old appliance is not normal wear and tear. A door seal wearing on a ten-year-old machine used twice a day arguably is. Citizens Advice can help you assess whether the retailer’s position is reasonable or a deflection.
I paid by credit card. Does that help me?
Yes, significantly. If you paid more than £100 by credit card, Section 75 of the Consumer Credit Act makes your card issuer jointly liable with the retailer. This means you can pursue your claim with the card company even if the retailer has ceased trading, refuses to engage, or disputes your claim. It is a powerful additional route that many consumers overlook. Read: credit card protection when buying appliances.
Can I return an appliance I bought online?
Yes. Under the Consumer Contracts Regulations, you have a 14-day cooling-off period to cancel an order placed online or by phone, and a further 14 days to return the goods after notifying the retailer of your intention to cancel. This applies to large white goods delivered to your home. The retailer must arrange collection if the item cannot easily be returned by post. Read the full guide: returning appliances under distance selling regulations.
The retailer has gone bust. What can I do?
If the retailer has ceased trading, your Consumer Rights Act claim against them is no longer practically available. However, if you paid more than £100 by credit card, Section 75 gives you a claim against your card issuer, which remains fully enforceable regardless of the retailer’s status. For debit card purchases, the chargeback scheme may apply. Read: what if the retailer goes bust?