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How to get a price reduction

How can you get a price reduction when there is a problem with goods or services?

If there is a problem with a product or a service you have received, you can sometimes seek a partial refund or request to pay a reduced price. This usually happens where you choose to keep the faulty product or when a repair or a replacement have not worked out as a solution.

You can be entitled to a partial refund when:

  • The business will not or cannot provide a repair or replacement within a reasonable time or without significant inconvenience to you
  • The product is not as described or has a minor fault that you are happy to put up with
  • The same or new issues recur after previous attempts to fix them 
  • The business refuses to act on your request to repair a minor fault
Getting a price reduction because of a problem

You bought a new bike in store. The sales assistant told you that it comes with a handlebar extension. When you returned to collect it, it turns out a handlebar extension isn’t available with this bike.

You could cancel the contract because it’s within 30 days, but you still like the bike, so you agree to a proportionate reduction in price. In this case, you agree a 10% refund with the store.

What level of price reduction is possible if you have a faulty product?

Where there is a problem with an item or a service that you have received, any price reduction you request should be proportionate. This means the reduction should reflect the reduced value of the item or service caused by the issue.

Consumer law does not provide guidelines for price reductions, so it is best to discuss with the business and try to agree the amount of reduction based on the issue and the type of good or service you received.

What is a proportionate price reduction for a faulty product?

A proportionate price reduction takes account of the reduced value of the product now that it has a fault. This might be a good solution where:

  • The fault is minor.
  • A repair or replacement hasn’t resolved the issue
  • It is too late to use the short-term right to terminate because it is more than 30 days since you received the goods.
  • You are happy to keep the goods with the fault if you are getting a price reduction
Getting a price reduction for a minor fault that occurs after you bought the product

You ordered a phone, and paid extra to get it in a specific colour. The shop is out of stock in the colour you chose. Instead of getting a refund, you could look for a reduction in price for the amount that you paid extra when you ordered a specific colour.

Further information

Faulty goods and your consumer rights

Repairs and replacement

When are you entitled to a refund?

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