Does the Consumer Rights Act Give You 6 Years to Claim For Faulty Appliances?
The Consumer Rights Act 2015 does not give you a six-year guarantee. It gives you up to six years to bring a legal claim if an appliance fails prematurely due to an inherent fault. Your rights are strongest in the first 30 days and first six months. After that, the burden falls on you to show the failure was the product’s fault – not wear and tear or misuse. Your claim is always with the retailer, not the manufacturer.
This article provides general guidance on UK consumer rights as they relate to appliances. It is not legal advice. For your specific situation, seek guidance from Citizens Advice, Which?, or a legal professional.
It is widely stated that UK consumers have “up to six years” to claim for a faulty appliance. This is broadly true – but frequently misunderstood, and often misrepresented by retailers. Here is a clear, plain-English explanation of what the law actually says and what it means for you.
What Does the Consumer Rights Act Actually Require?
Under the Consumer Rights Act 2015, all goods sold by a retailer must be:
Of satisfactory quality – including being durable and lasting a reasonable length of time- Fit for purpose – the appliance must do what it is designed to do
- As described – the product must match what was stated at point of sale
The most important of these for appliance owners is satisfactory quality – specifically the requirement for durability. The law requires that appliances last a reasonable length of time given their price, type, and normal use. It does not guarantee a specific number of years, but it does mean that an appliance failing well before the end of a reasonable lifespan may be subject to a valid claim.
What Is the “Six-Year Rule” – and What It Is Not?
What it IS
The time limit within which you can bring a legal claim through the courts – six years in England, Wales, and Northern Ireland; five years in Scotland.
What it is NOT
A six-year guarantee or warranty. You cannot simply demand a repair or replacement on any fault that occurs within six years. You must demonstrate the product failed prematurely due to an inherent fault.
To succeed in a claim outside the first six months, you must show two things: (1) the product did not last a reasonable length of time, and (2) the failure was due to an inherent fault – not normal wear and tear or misuse. As time passes, this becomes progressively harder to demonstrate.
Your Rights at Each Stage
If an appliance is faulty, not as described, or unfit for purpose within the first 30 days, you have the right to a full refund. This is a firm right provided the fault is genuine and not caused by misuse. The retailer cannot insist on a repair or replacement instead of a refund during this period.
If a fault develops within the first six months, the law presumes it was present at the time of sale – unless the retailer can prove otherwise. During this period, the retailer must offer a repair or replacement. If a satisfactory resolution cannot be achieved, or if a repair would cause significant inconvenience, you may be entitled to a refund or price reduction.
The burden of proof is on the retailer to disprove an inherent fault – not on you to prove one.
After six months, the burden of proof shifts to the consumer. You will likely need to demonstrate that the fault was inherent – for example, through an independent engineer’s report. This is the most challenging stage of enforcing your rights, and the stage where many valid claims are abandoned unnecessarily.
You have up to six years (five in Scotland) to bring a legal claim through the courts. Valid claims are still possible well beyond the guarantee period – particularly for higher-value appliances that fail significantly earlier than would be reasonable. However, the evidence required and the difficulty of proving an inherent fault increases with time.
| Period | Your right |
|---|---|
| 0 to 30 days | Full refund |
| 0 to 6 months | Repair or replacement (fault presumed inherent) |
| 6 months to 6 years | Claim possible – you must demonstrate the fault |
What Is a “Reasonable Lifespan” for an Appliance?
There is no fixed legal definition – but courts apply an objective test based on what a reasonable person would expect given the price, type, and circumstances of use. As a general guide:
| Scenario | Likely view |
|---|---|
| £600 washing machine failing beyond repair at 18 months | Strong grounds for a claim – well below reasonable lifespan |
| £200 budget machine failing after 4-5 years of heavy use | Weaker grounds – price and usage are relevant factors |
| £1,000 fridge freezer failing at 3 years | Reasonable expectation of 10+ years – strong grounds for claim |
| Any appliance failing within the first 6 months | Presumed inherent fault – retailer must resolve it |
Key factors that influence what is “reasonable” include: purchase price, brand positioning, frequency of use, and the nature of the failure. A catastrophic failure rendering an appliance beyond economic repair is viewed very differently to a minor component fault.
Who Is Responsible – the Retailer or the Manufacturer?
Under the Consumer Rights Act, your legal contract is with the retailer – not the manufacturer. The retailer is responsible for resolving faults. Manufacturer warranties are separate and additional to your statutory rights – they do not replace them.
Retailers frequently refer customers to the manufacturer once a warranty has expired. This is often done in the expectation that consumers will not pursue further. It does not remove the retailer’s legal obligations where a valid claim exists.
If a retailer tells you your rights have expired because the manufacturer’s guarantee has ended, this is incorrect. Your statutory rights under the Consumer Rights Act exist independently of any manufacturer warranty.
What Remedies Can You Claim?
Where a valid claim is established, the retailer is entitled to choose the initial remedy – typically starting with repair or replacement. However, you may be entitled to escalate to a refund or price reduction where:
Repair not possibleIf the appliance cannot be repaired, a replacement or refund must be offered. You cannot be left without a resolution.
Unreasonable delayIf a repair takes an unreasonably long time – particularly for essential appliances such as a fridge or washing machine – you may have grounds to escalate.
Significant inconvenienceIf the repair process causes you significant inconvenience, you may be entitled to request a refund or replacement rather than a further repair attempt.
Price reductionWhere a full refund is not available – particularly for older appliances – a partial refund reflecting the reduced value or remaining useful life may be appropriate.
Wear and Tear vs Inherent Fault – What Is the Difference?
The Consumer Rights Act does not cover normal wear and tear. All appliances deteriorate over time – this is expected and not claimable. The distinction that matters is:
Claimable – inherent fault
The appliance failed due to a defect present at the time of sale, or lacked the durability that a reasonable person would expect – meaning it was not of satisfactory quality.
Not claimable – wear and tear
Normal deterioration over time, damage caused by misuse, or failure of components that have simply reached the end of their expected life after reasonable use.
This distinction is often the central point of dispute. An independent engineer’s report confirming an inherent design or manufacturing fault significantly strengthens a claim.
How to Make a Claim – Step by Step
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Contact the retailer first – not the manufacturer. State clearly that you are making a claim under the Consumer Rights Act 2015 and explain the nature of the fault and when it occurred.
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Get the fault diagnosed. In many cases a retailer will require a diagnosis before agreeing to any remedy – this is reasonable. The diagnosis confirms the nature of the fault before anyone can decide on the appropriate course of action.
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Obtain an independent engineer’s report if needed. After six months, you will likely need independent evidence that the fault is inherent rather than caused by wear or misuse. A written report from a qualified engineer significantly strengthens your case.
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Put your claim in writing. Send a formal letter or email to the retailer clearly stating your claim, the evidence, and the remedy you are seeking. Keep copies of all correspondence.
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Escalate if necessary. If the retailer refuses a valid claim, seek help from Citizens Advice, use a dispute resolution service, or pursue a claim through the small claims court. Many valid claims are resolved at this point without going to court.
Why Are So Many Valid Claims Abandoned?
Despite the clarity of the legislation, enforcement in practice is inconsistent. Retailers may rely on expired manufacturer guarantees as grounds to refuse a claim, require evidence the consumer does not know they need, or delay and dispute claims in the expectation that many will not be pursued further.
Simply because they are incorrectly told their rights have expired. Your statutory rights under the Consumer Rights Act exist independently of any manufacturer warranty. If a retailer says otherwise, this is not accurate.
Understanding your rights – and being prepared to pursue them in writing – is the most effective way to achieve a fair outcome. Most disputes that reach a formal written stage are resolved without going to court.
What About Extended Warranties?
Extended warranties are separate commercial products – they are not an extension of your statutory rights. Many consumers take out extended warranties without realising that the Consumer Rights Act may already provide protection for premature failures, potentially without the need to pay for additional cover.
Before purchasing an extended warranty, read our detailed guide on whether extended warranties are worth buying. Extended warranties can have significant limitations – particularly for older appliances – that are not always clear at point of sale.
Frequently Asked Questions
Does the Consumer Rights Act give me a six-year guarantee on my appliance?
No. The Consumer Rights Act does not provide a six-year guarantee. It gives you up to six years to bring a legal claim if an appliance fails prematurely due to an inherent fault. To succeed in a claim, you must demonstrate that the failure was not due to wear and tear or misuse, and that the appliance did not last a reasonable length of time given its price and type.
The retailer told me my rights have expired because the guarantee has run out – is this correct?
No. This is one of the most common and misleading responses from retailers. Your statutory rights under the Consumer Rights Act exist independently of any manufacturer or retailer guarantee. A guarantee period ending does not remove your right to make a claim for a fault that constitutes a breach of the Act. The six-year limitation period for bringing a legal claim is separate from any warranty.
My appliance is 2 years old and has broken down – do I have a claim?
Possibly – it depends on the nature of the fault, the purchase price, and whether the failure represents a reasonable lifespan. After six months, the burden of proof shifts to you to demonstrate an inherent fault. An independent engineer’s report confirming the nature of the fault is valuable evidence. Contact the retailer in writing, citing the Consumer Rights Act, before pursuing further steps.
Should I contact the retailer or the manufacturer?
Always contact the retailer. Under the Consumer Rights Act, your legal contract is with the retailer – not the manufacturer. The retailer is legally responsible for resolving faults under the Act. Manufacturer warranties are separate and additional. A retailer directing you to the manufacturer after a warranty has expired does not remove their statutory obligations.
What evidence do I need to make a claim after six months?
After six months, the burden of proof shifts to you. The most useful evidence is an independent engineer’s report confirming that the fault is inherent – i.e. due to a design or manufacturing defect rather than wear, tear, or misuse. Keep all purchase receipts, correspondence with the retailer, and any engineering reports. Put your claim in writing so there is a clear record.
Can I take the retailer to court if they refuse my claim?
Yes. If a retailer refuses a valid claim, you can pursue it through the small claims court. Many disputes are resolved without actually going to court once a formal letter before action is sent. Citizens Advice can help you understand the process and draft a letter. The cost of using the small claims court is relatively modest and can be recovered if your claim succeeds.
Is an extended warranty worth buying given my statutory rights?
In many cases, no – particularly for higher-value appliances, which are more likely to attract protection under the Consumer Rights Act for premature failures. Extended warranties also carry significant limitations, particularly as appliances age. Read our full guide on whether an extended warranty is worth buying before making a decision.
Need help with a faulty appliance?
Whether you need a repair engineer, spare parts, or guidance on your next steps, Whitegoods Help can point you in the right direction.
Your claim is always with the retailer – not the manufacturer. A warranty expiring does not remove your statutory rights.
Thanks to the information and advice provided by Andy I have at last had the defective fridge-freezer removed, and replaced by a Beko model of similar size at a cost of about £148 (free collection and delivery)- roughly half list price.
This is rather more satisfactory than the “engineer’s” indication of £20 off his bill if I bought a new appliance! (See eearlier entries on blog above).
Thanks again, Andy, for the moral support and effective help.
Lilly.
Linda,
I think a very good response has been posted to your query, as pointed out the retailer is obliged under law to help in these circumstances and getting your problem fixed. Have you got any updates for us, always interested to know what has been said and what further action is been taken to rectify the situation for you.
Sincerely,
Joe
Linda. As mentioned in the article and comments after, under the sale of Goods Act it’s the retailer you would need to complain to if you believe it’s not been of reasonable quality and has not lasted a reasonable time.
Whether this is the case or not is far from clear and may need to be tested in the small claims court. There’s little doubt most retailers will fight you but that doesn’t mean they will win. It just means probably 99% of people will begrudgingly accept what they say. I can’t imagine any retailer accepting responsibility for a repair out of guarantee unless you fight, they will simply say, sorry, it’s out of guarantee there’s nothing we can do. However, this is not true. They are responsible under the Sale of Goods Act if you can show the appliance was not fit for purpose, or not of reasonable quality or has not lasted a reasonable time.
Having said that we can’t say no appliance should ever break down at all out of guarantee so it depends on looking at all circumstances. If a minor fault develops maybe most people would accept it, but if the repair costs are going to be very expensive – and as commonly happens these days – beyond economical repair you probably have a good case that the appliance has not lasted a reasonable time.
It doesn’t matter how rubbish a product may turn out to be, the manufacturer didn’t sell you the appliance, the retailer did, and the contract is between you and who you bought it from. It’s up to the retailer to take it up with the manufacturer if they have to pay out compensation.
As you’ve found, retailers are reluctant to deal with this aspect of the sale of goods act and they’ve got away with it for so long they’ve all but forgotten about its implications. They are just not geared up for dealing with and more importantly paying out for thousands of claims under the Sale of Goods Act on appliances under 6 years old but outside of the manufacturer’s guarantee.
Therefore only people prepared to go to the trouble of fighting for their rights and of course taking a chance they might lose the claim will pursue anything past the first brush off from the retailer and so nothing much changes. Generally, if you can show it hasn’t lasted a reasonable time you can claim compensation, which often may be the costs of the repair and of course your (minor) small claims court costs. If the appliance is beyond economical repair you may be entitled to claim a refund minus an appropriate amount for the use you have had from it prior to the fault.
hi i purchased a slimline dishwasher in March 2008 from an online store, i had it fitted by a corgi regisyered gas fitter/plumber. i live alone so it is only used every 2/3 days, last week it kept switching itself off a few minutes after starting, and i had to unplug it and wait to restart it, but still same. i have had a plumber/ white goods engineer out today who says the pump need replacing, it has been leaking,maybe since fitted, as inside of area has lots of rust, says he will get price on pump, but maybe over £100, then it still may need new circuit board, but will not be able to tell until fitted new pump. i have contacted the retailer who says all appliances sold are brand new and carry 12 month warranty. i live on the isle of wight and paid £45 for delivery, so do not think the retailer will have engineer to call here. do i contact Belling, or the retailer to sort this out?
Hi,
I have read through your different posts, and all are of interest. I have been reading a lot around this subject, purely from a business I am starting up ( have not mentioned it here as don’t want to be accused of jumping on the bandwagon as such, if people want to know I wil post another piece with its details, it will be of use to people who commented here on this post.).
I am interested to know of all those people when you returned to the retailer or manufacturer with their particular product issues, did you have the following :
(A) Receipt, and where you asked for it?
(B) Knowledge of guarantee length and expiration?
This will help me understand more the issues that consumers are having with manufacturers and retailers, as this will help me fine tune the service I am working on.
This website is a great resource for consumers,I will follow it more, and thanks for this very informative post.
Please keep us informed on your case Ken. Although it’s not directly related to appliances it’s interesting to see how people get on when taking a trader to the small claims court.
Your case sounds a bit complex but if you buy kitchen doors they must be for for their purpose, and one of their purposes is to be fitted to the front of the cupboards above the kitchen worktop. Everyone knows kettles are normally used on these worktops so presumably any kitchen cupboard door should be designed to withstand the steam from a boiling kettle.
In our case, we bought replacement doors and side panels for our kitchen units. We assumed they were oak veneers. It transpires they were what is termed ‘foil’ (resembles vinyl wallpaper) glued onto MDF. A boiling kettle will over time melt the glue, loosening the foil, creating a bubbling effect. After 4 years, this has happened to us, but as we have no washing machine or tumble-dryer, this must have happened to others within 2 years. Indeed the retailers admitted (verbally) to at least one such problem. Trading Standards said we had a claim within the 6 year rule. The retailers would only replace ‘at cost’, i.e. at cost to us, but in any event they had nothing which we could accept. They ‘do not pay compensation. The original cost was £600 plus about £1400 labour, as drawers had to be made to replace the originals. Replacement with what are apparently more durable surfaces, ‘laminated’, will cost about £650 plus £300 labour. We have taken the claim to the Small Claims Court, for an amount between £950 and £2000, as we do not know the actual cost for certain.
On the advice of a solicitor, as we paid our joiner for the goods, who had paid the retailers, we have to sue the joiner, the retailers, their suppliers (and as these suppliers have brought in the manufacturers as an extra defendant (having initially declined to give me their details)), the manufacturers.
As the retailers had not submitted their Acknowledgement
of Service in time, I posted my claim for judgment on 29th December, 1st. class. The Court says they do not have it. Meanwhile the retailers have declared their intention to defend, which is being allowed, as it would be, the court says, even if they had received my claim for judgment.
The three dealers are limited companies, so have to use a solicitor, the same one in this case. It appears important to them to continue to sell rubbish.
I’m doing my bit against shoddy goods. Is anyone else?
Paula. Although your query isn’t regarding a white goods appliance the principles should be the same. The phrase, “we only have to give one years guarantee” is a bit of nonsense really because they don’t have to give any specific guarantee and many manufacturers give 2 year, 3 year, 5 year – 10 year warranties. And, as they are all forced to point out in their literature, the manufacturer’s guarantee “does not affect your statutory rights”.
The statutory rights they mention are government imposed consumer rights written in The Sales of Goods Act as discussed in this article. The guarantee’s they give to us when we buy a product are, “in addition to your statutory rights.
The statutory rights say a product should last a reasonable time before breaking down. What’s reasonable depends on the cost and how much usage it’s had but I would have thought most people would say a month out of guarantee isn’t reasonable especially if it’s an expensive fault.
Your only redress is with the people you bought it from but they are likely to fob you off. The manufacturer has no responsibility whatsoever so don’t waste your time with them. Unless they decide to do something out of good will (which can happen) they are just not obliged to do anything even though they made it.
Unfortunately (for the retailers) the retailer is 100% responsible but they are likely to fob you off too. Most retailers probably think it’s unfair that they are responsible and I have a lot of sympathy for that. But we should all be entitled to our rights without a fight (they buy products too don’t they?)
The chances are most of the front line staff at most retailers will genuinely not have been trained about these rights and genuinely think once a product’s out of guarantee it’s just bad luck. Therefore anyone who believes they have a strong case may have to fight their way past them.
All you can do is either shrug it off and accept it, or take advice from the consumer advice people with a view to taking them to the small claims court where a judge will decide if it’s reasonable that it has broken down so quickly or not. You wouldn’t be entitled to your money back but to claim compensation to cover the costs of repair.
You need to read all the advice and booklets linked to on this article and the consumer help pages. It’s a lot of messing about, and most people won’t pursue it because of the hassle and stress, and there’s no guarantee of winning, which is why nothing much changes. However, the small claims court is supposed to make it relatively easy and cheap for ordinary consumers to take a company to court and it can even be done online – Taking a company to the small claims court.
Retailers can’t afford to suddenly start compensating many thousands of people when products break down under 6 years old (5 in Scotland) so most will dig their heels in and refuse to do anything unless forced.
As my original article points out, no one has a blanket 5 or 6 year guarantee under the Sales of Goods Act, people need to read the article and the links from it carefully to understand what their rights are. The UK Sales of Goods Act just sets out the maximum 5 and 6 year terms beyond which it’s too late to use the courts. We have a right for a product to last “a reasonable time” without breaking down and to last a “reasonable” time before needing replacing. What is reasonable is subjective, and all circumstances must be taken into account.
I think products just out of guarantee have a strong case and I definitely believe any expensive product under 5 or 6 years old that breaks down and is beyond economical repair is also a strong case. However, if it’s been flogged really hard and was a budget brand things start to get cloudy.
I have just one month over the year guarantee Acer pc, I have contacted Acer as it has a fault they have told me since it is now out of warranty, I will have to pay £51.99 for collection and then pay for the repairs, I did state this EU directive but they insist they only have to give one year, do I have any rights I purchased the Acer from QVC should I go back to them, any help would be appreciated.
Regards
Paula
Lilly: The way I see it is –
Either your fridge is beyond economical repair in which case you need to decide whether to accept this, or claim in the small claims court (which is actually pretty simple) against the seller under the Sales of Goods act.
Or, your fridge has been misdiagnosed and is repairable. Unfortunately you can’t know this for sure without getting a second engineer out. Although I appreciate you are trying to find this out without getting an engineer we can’t get bogged down in trying to diagnose individual appliance faults.
The best I can do is say that the diagnosis of not having enough gas because of a leak and therefore the appliance is not worth repairing is feasible. If a pcb or stat fault was causing the fridge to run continuously all the milk should freeze and it would get very cold indeed. On the other hand if there isn’t enough gas in to allow it to reach the required temperature it would run continuously because it can’t get cold enough to trip the stat.
If you suspect the fridge is repairable you need to get another engineer (I’d recommend an LG dealer). If he confirms it’s not worth repairing you should be able to claim his costs as part of your compensation claim.
If he says it is repairable for a reasonable cost you can try to claim back the money you paid for the first engineer and also decide whether to accept the repair as reasonable, or try to claim it is unreasonable to need this repair after 5 years or so in which case a small claims court judgement in your favour would be required.
Unfortunately all this is a lot of stress and hassle which is why most people don’t bother and why most legitimate claims under the Sales of Goods Act don’t get pursued.