Refunds with a warranty

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I bought an item costing £500 in May which has a 1 year warranty. A part has broken off. The retailer first of all suggested somewhere that we could take the item to be repaired ourselves. They finally said that we could have a replacement or a credit note.

However, my question is if the item is faulty and is within warranty, can we not have a full refund?

You're only entitled to a refund if the product can't be repaired or replaced. Have a look at this:

www.citizensadvice.org.uk/Global/Public/Campaigns/cra/ConsumerRightsSummary-GoodsF2F.pdf

The same applies if you bought it online.

A credit note is not a refund - a refund means they returned your money.

Relevant legislation is the consumer rights act 2015.

Thanks for your help. I've read through the legal advice on this, I just couldn't find anything specifically if the product is under warranty.

So if we don't want a replacement (because the same might happen again - weakness in a specific part), then a credit note is our only option? We're not entitled to a refund if they've offered a replacement?

Warranty covers repair/replacement. However if it was faulty at the time of purchase you could reject the goods and claim a refund.

The warranty is separate from your legal rights.

As the item is less than 6 months old, the assumption is that any fault was present when it was purchased. If the retailer wants to say otherwise it is up to them to prove that the fault is due to misuse or similar.

As you have had the item more than 30 days you must give the retailer a chance to repair or replace the item. You can say which you would prefer but the retailer has the final say. If you give them a chance to repair or replace and the repair is unsuccessful or the replacement is also faulty you are then entitled to a full refund (unless the item in question is a car).

The warranty is usually provided by the manufacturer or an insurance company. It may give you rights that go beyond those I have outlined above, but you will need to deal with the manufacturer/insurer rather than the retailer if you want to make use of the warranty. Read the warranty documentation.