Section 23: Right to repair or replacement, Consumer Rights Act 2015

This section applies if the consumer has the right to repair or replacement (see section 19(3) and (4)).

If the consumer requires the trader to repair or replace the goods, the trader must—

do so within a reasonable time and without significant inconvenience to the consumer, and

bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

The consumer cannot require the trader to repair or replace the goods if that remedy (the repair or the replacement)—

is impossible, or

is disproportionate compared to the other of those remedies.

Either of those remedies is disproportionate compared to the other if it imposes costs on the trader which, compared to those imposed by the other, are unreasonable, taking into account—

the value which the goods would have if they conformed to the contract,

the significance of the lack of conformity, and

whether the other remedy could be effected without significant inconvenience to the consumer.

Any question as to what is a reasonable time or significant inconvenience is to be determined taking account of—

the nature of the goods, and

the purpose for which the goods were acquired.

A consumer who requires or agrees to the repair of goods cannot require the trader to replace them, or exercise the short-term right to reject, without giving the trader a reasonable time to repair them (unless giving the trader that time would cause significant inconvenience to the consumer).

A consumer who requires or agrees to the replacement of goods cannot require the trader to repair them, or exercise the short-term right to reject, without giving the trader a reasonable time to replace them (unless giving the trader that time would cause significant inconvenience to the consumer).

In this Chapter, "repair" in relation to goods that do not conform to a contract, means making them conform.

Section 23: Right to repair or replacement

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