If you have bought electrical goods such as toasters, washing machines, microwaves, stereos and televisions, they must be:

• Of satisfactory quality.
• Fit for their purpose.
• As described.

If you have only used the appliance a few times or haven’t had a reasonable opportunity to check it, you are probably entitled to a refund for a fault or poor description, or alternatively you may request a replacement. If you wish to reject the electrical item and seek a refund because of a fault or because it does not conform to the standards listed above, then use our request a refund for faulty goods letter, request a refund for goods not fit for their intended purpose letter, or request refund for goods not matching their description, as needed.

If the fault is only minor and can easily be put right, it is reasonable to accept a repair. You can request a repair from the seller by using our request a repair of faulty goods letter. This repair should be done to a satisfactory standard at no additional cost to you. If the repair is not carried out to a satisfactory standard, then you are entitled to seek a refund. To get your money back in this situation, you can use our letter to request a refund for goods improperly repaired.

If you have used the appliance more than a few times or have had a reasonable opportunity to check it, you are probably still entitled to a repair or replacement. If you would like a repair, you can request one from the seller by using our request a repair of faulty goods letter. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore goods to a satisfactory condition. If the appliance is not restored to a satisfactory condition, you are entitled to a refund and can get one by using our letter to request a refund for goods improperly repaired.

If the goods cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the goods.

If the goods have damaged anything else or you are out of pocket in any other way, you may be entitled to compensation over and above the price of the goods. You can use our letter to request compensation for any damage caused by a fault if this has happened to you.

• Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer. If they refuse to sort out your problem, then use our letter to reject a seller's denial of responsibility for faulty goods.
• If you bought on credit you may be able to claim against the finance company.
• You have seven working days to cancel a contract for goods ordered by telephone, mail order, internet or fax, except for those goods which are made to order.
• All electrical goods need to be used and looked after in line with any instructions.
• Fair wear and tear is not a fault.

If you determine that there is a problem with the electrical goods you have purchased, do the following.

• If you can, stop using the goods at once.
• Check there really is a fault; read the instructions carefully.
• Be certain that the fault was not caused by misuse, an accident or by not following the instructions.
• If you can, collect together any instructions, leaflets, packaging etc. which came with the goods. Pack them all up with the goods.
• Locate your proof of purchase. If you haven’t got a receipt, you can use a credit card voucher or cheque stub. Own-brand goods, something exclusive to one shop (such as a customised carrier bag) or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember, it is up to you to show where and when you bought the goods.
• You will now need to contact the trader straight away and report the problem. If you bought the goods locally, visit the trader. Take the item, the packaging (if possible) and any proof of purchase with you. If you cannot take the goods back to the shop, either phone or write to the trader.