Consumers are entitled to goods of satisfactory quality, taking into account any description, the price and other relevant circumstances. If an item has a fault that is present at the time of sale (sometimes referred to in this guidance as a “latent” or “inherent” fault), the consumer can complain once it is discovered.

Consumers cannot expect a legal remedy in respect of:

  • fair wear and tear
  • misuse or accidental damage
  • if they decide they no longer want the item

Similarly, consumers cannot expect a legal remedy where goods have faults that they knew about before the sale or that should have been evident on reasonable inspection.