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Faulty Goods Decision Tree: Repair, Replace or Refund
When something you bought turns out to be faulty, the law in most countries gives you more than a shrug: the seller who took your money is responsible for putting it right, usually through repair, replacement or refund — and for a major failure you can often reject the item entirely. The skill is in knowing which remedy to ask for, how to ask so you are taken seriously, and what to do when the first answer is no. This guide walks the decision: confirm the fault is real and not wear and tear, write a dated complaint naming the fault and the remedy you want, give a reasonable deadline, and escalate through your local disputes service if the seller refuses. Your contract is with the retailer, not the manufacturer — start there.
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The plain-English decision tree for when something you bought is faulty — which remedy to ask for first (repair, replacement or refund), how to ask so sellers take you seriously, and what to do when they say no.
Why it matters
Consumer law in most countries gives you a hierarchy of remedies for faulty goods: the seller must usually repair, replace or refund, and for a major failure you can generally reject the item and get your money back — the exact rules and time limits are set by your local law.
Your strongest position is the first one: a clear, dated, written complaint made promptly, stating the fault, what you want, and a reasonable deadline — sellers resolve written complaints faster than verbal ones because they leave a paper trail.
You do not have to accept a store's 'policy' when the law gives you more: policies govern change of mind; faulty goods are governed by consumer law, and a shop cannot contract out of basic guarantees.
The classic mistake is escalating to the manufacturer when your contract is with the retailer — the seller who took your money is the one with the obligation to sort the fault out.
If the seller refuses, the ladder is: written complaint to the seller, then a formal dispute service (in New Zealand that is the Disputes Tribunal and the Commerce Commission), then small claims — each rung is cheap or free, and most cases never need a lawyer.
Your checklist
Write down what is wrong, when it started and whether it was faulty from the start or failed later.
Check your local law's basic guarantee for goods — most countries require goods to be of acceptable quality and last a reasonable time.
Contact the seller (not just the manufacturer) in writing: describe the fault, state what you want (repair, replacement or refund) and give a reasonable deadline.
If the seller offers a repair, accept a reasonable one but keep the right to escalate if the same fault returns.
If the seller refuses, escalate to your local disputes service or small claims process — most have a cheap, no-lawyer track.
Keep every receipt, photo, email and dated note — evidence decides disputes.
Act promptly: consumer-law time limits and 'reasonable time' tests favour the quick complainer.
Can a store refuse because its policy says 'no refunds'?
Not for faulty goods. Store policies govern change of mind; consumer law governs faults, and a shop cannot contract out of basic guarantees in most countries. 'No refunds' signs cover the goods you simply do not want, not the goods that do not work.
Should I contact the manufacturer or the retailer?
The retailer who sold it to you. Your contract is with them, and consumer law in most countries puts the obligation to repair, replace or refund on the seller. The manufacturer is a second stop if the seller sends you there — but the seller cannot outsource the legal obligation.
What if the seller offers a repair but it does not fix it?
A reasonable repair offer is fine to accept, but the same fault returning is not a second chance for the seller — in most jurisdictions repeated failure to fix a major fault is exactly the situation where you can escalate to a replacement or refund. Keep the repair paperwork; it is your evidence.
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