Please read the Advice/Help article below. Note that many articles reference external websites.
From the right-hand column you can return to where you came from, search our all Advice/Help articles, display all the Advice/Help articles in a given category or go to our Advice home page.
Finding an article appropriate to you will be the quickest way that you can get help; but if you can’t find help then please get in touch.
I bought a faulty item. What are my options?
If something’s gone wrong with an item you’ve bought, you may be entitled to a refund, repair or replacement.
It doesn’t matter whether you bought the item new or second-hand – you’ll still have rights.
You’ll have legal rights if the item you bought is:
- broken or damaged (‘not of satisfactory quality’)
- unusable (‘not fit for purpose’)
- not what was advertised or doesn’t match the seller’s description
You won’t have any legal rights if:
- it was damaged by wear and tear, an accident or misuse
- you knew about the fault before you bought the item
- you’ve just changed your mind
Use the tool linked below for specific advice on things that you have bought (such as electronics, white goods, furniture, food, etc. – online, through mail order, at a shop etc.) : there’s a different tool to use if you have bought a second-hand car, and there are problems with the car.
View specific advice on the Return faulty goods - National Citizens Advice website.
(link opens in new window)
Share this Help/Advice
If you are unable to find the help/advice that you require in the above article(s) then the next quickest way to get help is by filling in the following Advice form. By taking the time to enter all the information it will help us to help you quicker than if you just call us.
Please check the areas where we can offer support and read the Client Agreement between you and Citizens Advice Rural Cambs before contacting us for help/advice, thank you.
If you have a simple query you can contact us via Chat.
Note this is only available when our staff are not all busy responding to requests for help submitted via forms or over the telephone.
If it is available you will see a chat link in the bottom corner of the website.
If you need urgent help please call our Adviceline. Please note that our advisers are very busy, so if you are able to submit an advice form it would help us to offer the best possible service to all our customers.
Our Adviceline service is open from 9:30 in the morning to 3:30 in the afternoon, Monday to Friday.
Call 0808 278 7807 (free)