ASK AN EXPERT

I PURCHASED a new washing machine recently and it has already developed a serious fault where it overheats and stops mid-cycle. However, I am having trouble getting the company to take my concerns seriously. What are my consumer rights?

SINCE the start of lockdown, we’ve seen a worrying rise in the number of consumers reporting issues with faulty goods, particularly with regards to items such as washing machines, freezers, and hot tubs.

Many companies have struggled to match the increased demand on their customer service departments. However, your consumer rights remain unaffected.

You are protected by the Consumer Rights Act 2015 and companies are still legally obliged to assist with consumer issues.

If you bought the appliance within 30 days or less and it is not of satisfactory quality, then you are entitled to return the goods for a full refund.

However, you will need to prove the goods were not of satisfactory quality at the time of sale.

After the 30-day period, you can ask the trader to repair the goods or provide you with a like-for-like replacement, within a reasonable time period and without causing you any significant inconvenience.

If the trader cannot repair or replace the goods, then you can either keep the appliance and ask for the price to be discounted or return it to the trader for a full refund.

If your appliance has encountered issues within the first six months of purchasing the goods, it falls on the trader to prove they were not faulty when they sold it to you. However, after the six-month period the onus is on you to prove otherwise.

Legally you have a “final right to reject”, where you need to give the trader a single opportunity to repair or replace the goods.

If the trader’s attempt to repair the appliance fails, or the replacement is also faulty, then you can choose to request a full refund or give the trader another chance to repair or replace the goods.

You should note, however, that if you have had the appliance for more than six months then the trader may be entitled to offer a partial refund due to wear and tear on the product.

Once you have requested a refund, you should be refunded no later than 14 days after the goods were returned, and the refund should be in the same method as you originally paid.

Initially you should always try to speak with the trader about the issues you are facing, to see if you can come to an agreement, before following this up with a formal letter/email of complaint if no agreement can be reached.

Always ensure that any complaint is written or sent via email with a read receipt, giving the trader a reasonable timescale to reply.

In addition to the statutory rights afforded to you by the Consumer Rights Act 2015, warranties on goods also offer a way of seeking recompense.

You should not have to make a claim under a warranty, but where you choose to do so, you need to read through the warranty’s terms and conditions carefully, as these outline what is covered and how to make a claim.

I hope this helps clarify your situation.