If Your Item is Faulty, Damaged, or Incorrect (Your Statutory Rights)
Under the Consumer Rights Act 2015, you have statutory rights for faulty, misdescribed, or unfit-for-purpose goods.
- Your 30-Day Right to Reject: You have a legal right to reject unsatisfactory, unfit-for-purpose, or misdescribed goods for a full refund within 30 days of delivery.
- Items Damaged on Arrival: Please inspect your order upon delivery. To ensure a swift resolution for items damaged in transit, you must notify us of any visible damage within 48 hours of receiving your order. This allows us to promptly address the issue with our couriers and does not affect your statutory rights.
- Repair or Replacement: If a fault is discovered after 30 days but within six months of delivery, you are entitled to a repair or replacement. If unsuccessful, you can claim a full or partial refund.
- Return Shipping Costs: We will refund all reasonable return shipping costs for confirmed faulty, damaged, or incorrect items to you within 2 days of receiving the item.
- Testing of Returned Items: Please note that all items returned as 'faulty' will be tested by our technical team. If an item is found to be fully functional, we will contact you directly to explain our findings. As the item is not faulty, a refund under the faulty goods provision of the Consumer Rights Act 2015 does not apply. We will hold the item for you and can arrange for it to be shipped back to you at your cost.
- Video Demonstration Option for Low-Value Items: For items valued at £25 or less that appear to be faulty, you can avoid the inconvenience of returning the item by providing video evidence of the fault:
- Video Requirements: Record a clear video showing the fault or defect, demonstrate any troubleshooting steps attempted, and include the item and its packaging in the video
- Submission: Email the video to our customer service team at sales@buy2fix.co.uk with your order number
- Processing: Once we verify the fault through your video demonstration, we'll process your refund immediately or send a replacement based on your choice without requiring a physical return
- Benefits: This saves you time and return shipping costs while ensuring quick resolutionThis option is available for items under £25 and does not affect your statutory rights for higher-value items or your right to return any item physically if preferred.
Feb 12, 2026