Repair Is a Right, Not a Favour: Fixing Before Replacing in the UK

A washing machine stops mid-cycle. A phone battery loses its charge by lunchtime. A chair loses a leg. The retailer's first suggestion is often a replacement, a credit note or an extended warranty. Sometimes that is the right answer. Often it is simply the fastest route to another sale. Before accepting it, UK consumers should know what their repair rights actually are, and how to exercise them without being steered into an unnecessary purchase.

The first call is to the retailer

For goods bought from a trader, the Consumer Rights Act 2015 is the starting point. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, the consumer's remedy lies against the retailer, not the manufacturer. That distinction matters. A manufacturer's guarantee is a commercial extra; the retailer is responsible for the statutory rights that come with the sale.

Within 30 days of delivery, the short-term right to reject allows a refund in many cases. After 30 days, and within the relevant limitation period, the consumer can require repair or replacement. If repair or replacement is impossible or disproportionate, the consumer may be entitled to a price reduction or a final right to reject. The remedy should be provided within a reasonable time and without significant inconvenience, and it should not cost the consumer anything.

What repair actually means

A repair is not a favour. It is a remedy. If a retailer agrees to repair, ask what will be done, how long it will take, whether parts are available and whether the work is guaranteed. Keep a written record of the fault and the agreed remedy. If the repair fails or causes further problems, the consumer can return to the retailer.

The retailer may argue that replacement is more practical. That can be legitimate, but it should be explained rather than assumed. A consumer who wants a repair is entitled to ask why a replacement is being offered instead, particularly where the product is expensive, recently purchased or repairable with a commonly available part.

Spare parts and the limits of the right to repair

The UK does not give consumers a universal legal right to spare parts for every product. The picture is patchwork. Ecodesign rules for certain energy-related products — including some washing machines, dishwashers, refrigeration appliances, televisions and vacuum cleaners — require spare parts to be available for specified periods and repair information to be provided. The right-to-repair regulations introduced in 2021 strengthened some of these requirements. For furniture, clothing and many small electronics, there is no general statutory spare-parts entitlement.

That does not mean the conversation ends. Ask the manufacturer for a parts list, a diagram or the name of an authorised repairer. Check whether the product is still within its guarantee. Look for a published repairability score where one exists. A manufacturer that cannot supply a simple part may still be able to direct you to a repairer who can.

Repair cafés, local specialists and safety

The UK has a growing network of repair cafés, often run by volunteers in community halls, libraries and churches. The Restart Project and local repair networks can help with small electricals, textiles, bicycles and furniture. These are not a substitute for statutory rights, but they are a practical first step for items that are out of warranty or for faults that do not justify a formal claim.

For electrical goods, safety matters. Use a competent repairer, ask about PAT testing where relevant, and do not attempt work on mains-powered equipment unless you know what you are doing. A cheap repair that creates a fire risk is not a sustainable choice. Local repair specialists, approved service centres and manufacturer-authorised repairers are often more affordable than a new purchase, especially for mid-range appliances and phones.

Weighing repair against replacement

A replacement is not always the wrong answer. The decision should be based on evidence, not sales pressure. Ask for a diagnosis in writing. Compare the repair quote with the cost of a comparable new product, but also consider the remaining life of the item, its energy efficiency, the availability of parts and the environmental cost of disposal.

A repair that costs 40 per cent of a new product may still be worthwhile if it extends the item's life by several years. A repair that costs 80 per cent of a new product may not be. For older, inefficient appliances, replacement can sometimes reduce running costs. For furniture and well-made goods, repair is often the more sensible and more sustainable route.

Do not accept the phrase ‘uneconomic to repair’ without a breakdown. Ask what the repair involves, whether a reused or refurbished part is available, and whether the quote includes call-out and collection charges. If the retailer is offering a credit note instead of a repair, check whether that is a statutory remedy or a goodwill gesture. A credit note may be less valuable than a refund or repair.

Putting the request in writing

A short written request is often more effective than a telephone call. Include the product, purchase date, retailer, fault and remedy sought. For example: ‘The appliance was purchased on [date] and has developed a fault. I am exercising my right under the Consumer Rights Act 2015 to require a repair. Please confirm when the repair will be carried out and whether there will be any cost to me.’

If the retailer refuses, ask for the reason in writing. If the response is unsatisfactory, contact Citizens Advice or the relevant trading standards service. For higher-value disputes, the small claims track of the county court is designed to be used without a solicitor.

The sustainable and the sensible

Repair is not a romantic gesture against progress. It is a practical way to keep useful goods in use, reduce waste and avoid unnecessary spending. It is also a right that UK consumers already have in many circumstances. The ethical choice is not always repair; sometimes safety, efficiency or cost make replacement sensible. The ethical failure is to let a retailer turn a repairable fault into a foregone conclusion. Ask the question, get the diagnosis, and make the decision with the facts in front of you.