They said this… · Refunds & faulty goods

“The warranty has expired, so you have no rights”

Generally incorrect

A commercial warranty and your statutory rights are separate. Expiry of the warranty does not itself decide whether the retailer is liable for faulty goods.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Statutory rights arise from the contract and consumer legislation, not from the manufacturer choosing a warranty period.
  • Time still matters: evidence and available remedies can become more difficult as goods age.
  • You should identify the alleged lack of conformity and when it became apparent rather than arguing only about the warranty.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Proof of purchase or another record linking the transaction to the trader
  • Photos/video of the fault and when it appeared
  • The product description, advert or specification
  • The trader’s written refusal and the remedy already offered

If they still refuse

Move the dispute forward.

  1. Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
  2. Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
  3. If necessary, consider ADR or a county court claim after the appropriate pre-action steps.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Refunds & returnsRead the full guide.Faulty goodsRead the full guide.Repairs & replacementsRead the full guide.