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Final right to reject or price reduction after a failed repair or replacement (England and Wales)
England and Wales · in English · for consumers
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For a consumer whose faulty goods were repaired or replaced once and are still faulty, or whom the trader did not repair or replace within a reasonable time. The letter uses the final right to reject for a refund, or keeps the goods and asks for a price reduction (section 24 of the Consumer Rights Act 2015), and is a letter before claim with 14 days to reply. Send it to the retailer by email and by first class post, with a copy of the earlier correspondence.
- Made for use in England and Wales
- Last updated October 28, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
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When to use this document
- Your faulty washing machine, bought in England or Wales, was repaired once and still does not work.
- The replacement you were given has the same fault as the first one.
- The shop has kept your item for repair for months and not returned it.
- You want your money back or a lower price after a repair that failed.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Trader
- Trader's postal address
- Order number
- Description of the item
- Price
- Date of purchase
- Defect
- Repairs or replacements so far (dates and results)
- Final right to reject or price reduction
Common questions
- When can I use the final right to reject instead of accepting another repair?
- After one repair or one replacement that has not fixed the fault, or when the trader cannot repair or replace the goods, or has not done so within a reasonable time without significant inconvenience to you (section 24). You do not have to accept a second repair, although you may agree to one.
- Can the trader keep part of my refund because I used the goods?
- Only in some cases. If you use the final right to reject within six months of delivery, the trader may make no deduction for your use, except for a motor vehicle. After six months, it may reduce the refund to reflect the use you have had (section 24). A price reduction can be up to the full price.
- What if the retailer still refuses after this letter?
- Free help first: the Citizens Advice consumer helpline can pass your case to Trading Standards, and if the trader belongs to a dispute resolution scheme you can use it. If you paid by credit card, you may claim under section 75; by debit card, ask your bank for a chargeback. Otherwise you can claim in the County Court through Money Claim Online.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
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