They said this… · Refunds & faulty goods

“You need to contact the manufacturer, not us”

Generally incorrect

For statutory rights relating to goods sold by a retailer, the consumer’s contract is ordinarily with the retailer.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • A manufacturer warranty can be an additional route, but it does not normally replace the retailer’s statutory obligations.
  • The retailer can liaise with its supplier behind the scenes; that does not necessarily transfer your legal relationship.
  • Be clear whether you are making a warranty claim or a statutory claim.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Proof of purchase or another record linking the transaction to the trader
  • Photos/video of the fault and when it appeared
  • The product description, advert or specification
  • The trader’s written refusal and the remedy already offered

If they still refuse

Move the dispute forward.

  1. Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
  2. Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
  3. If necessary, consider ADR or a county court claim after the appropriate pre-action steps.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Refunds & returnsRead the full guide.Faulty goodsRead the full guide.Repairs & replacementsRead the full guide.