Consumer Guarantees Act – Your Rights When an Appliance Breaks

The Consumer Guarantees Act (CGA) is the UK law that makes sure you get a working product or a fair fix when something goes wrong. It covers most household appliances – washing machines, ovens, fridges, dishwashers and even smaller gadgets. If your appliance stops working within a reasonable time, the seller or manufacturer must repair, replace, or give you a refund. Knowing the basics can save you time, money, and stress.

First off, the CGA expects an appliance to be of satisfactory quality. That means it should work as advertised, be safe, and last a reasonable length of time. What counts as "reasonable" depends on the type of item. A washing machine might be expected to last 8‑10 years, a fridge 10‑12 years, while a cheap toaster might only need to last a few years. If it fails earlier than expected, you can claim a remedy under the Act.

Key protections under the Act

When an appliance breaks, you have three main options under the CGA:

  • Repair: The seller should fix the fault at no extra cost. If the repair takes too long or isn’t successful, you can move to the next step.
  • Replacement: If repair isn’t feasible, you can ask for a new, like‑for‑like item. This works best when the fault is major or the appliance is relatively new.
  • Refund: If repair and replacement both fail, you can get a full or partial refund depending on how long you’ve had the product.

The law also says the repair or replacement must happen within a “reasonable time”. For a simple fault, a few days is reasonable; for a complex issue, a week or two may be acceptable. Anything longer gives you the right to ask for a different remedy.

How to use the Act for a quick repair

Here’s a step‑by‑step plan you can follow when an appliance breaks:

  1. Check the warranty and purchase date. Note any specific terms, but remember the CGA always sits on top of manufacturer warranties.
  2. Contact the seller or service provider quickly. Explain the fault, when it started, and ask for a repair. Keep a written record – an email works well.
  3. If the repair takes too long or isn’t fixed, remind them of your CGA rights and request a replacement.
  4. Should the seller refuse, you can raise a formal complaint with the Citizens Advice consumer helpline or take the case to a small claims court.
  5. Throughout the process, stay polite but firm. Most reputable technicians, like those at Northampton Appliance Repairs Services, understand the Act and aim to resolve issues fast.

Remember, the CGA does not cover damage caused by misuse, accidents, or lack of maintenance. Regular cleaning, filter changes and routine checks can keep your appliances running longer and avoid disputes.

In practice, many homeowners wonder whether it’s cheaper to repair or replace. A quick cost comparison can guide you – a minor oven element might cost £30 to fix, while a full oven replacement could be £300‑£400. The CGA helps you get the repair done at no extra charge, so you often save money by insisting on a fix first.

If you’re unsure whether a fault is covered, a simple call to your local repair service can clarify. They’ll assess the problem, tell you if it falls under the CGA, and schedule a repair. Fast action usually leads to a quicker solution and keeps you covered under the law.

Bottom line: the Consumer Guarantees Act is there to protect you when an appliance fails. Know your rights, act promptly, and you’ll either have your appliance working again or get a fair replacement without extra cost.