Customer Wants a Refund 6 Months After Job Complete: Your Legal Options
Consumer Rights Act timelines, when you legally owe a refund, how to investigate old complaints, and the response protocol that protects your business.
Job completed April 2025. Paid in full. Customer happy. It’s now October and you get the email: “The work you did has failed. I want a full refund.”
Here’s what UK consumer law actually says, when you legally owe money back, and how to handle late refund requests without getting sued.
Your legal obligations under the Consumer Rights Act
UK Consumer Rights Act 2015 gives customers specific windows to complain about faulty work:
Complaint timelines
0–30 days: Short-term right to reject. If work is faulty within 30 days, the customer can reject it entirely and demand a refund.
0–6 months: Presumed fault. If a fault appears, the law presumes it was your workmanship. Burden of proof is on you to show otherwise.
6 months–6 years: Customer must prove fault. They have to demonstrate the defect existed at completion and wasn’t caused by misuse or wear.
After 6 years (5 in Scotland): Time-barred. Claims are out of time unless exceptional circumstances exist.
A complaint at the 6-month mark sits in a grey zone—you still have to investigate, but the customer must prove it was faulty when delivered.
When you actually owe a refund (and when you don’t)
Not every late complaint equals a refund. The question is whether the work met the legal standard of “reasonable skill and care.”
| Scenario | Do you owe a refund? | Your obligation |
|---|---|---|
| Work genuinely defective (poor materials, incorrect install, code violation) | Yes | Fix at no cost or refund if unfixable |
| Customer changed their mind (“I don’t like the colour”) | No | None—buyer’s remorse isn’t a defect |
| Normal wear and tear (paint fade, sealant cracks from movement) | No | None—materials degrade over time |
| Customer misuse (ignored care instructions, harsh chemicals, no maintenance) | No | None—damage caused by customer actions |
| Third-party disruption (another trade damaged your work) | No | None—customer should claim from the other trade |
| Manufacturing defect (boiler fails due to factory fault) | Partial | Fix labour free; customer claims materials warranty |
| Work met spec but customer unhappy | No | None if the job matches the agreed scope |
How to investigate late complaints
Before responding, gather evidence. If you jump to “not my problem” and it is, you’ve destroyed your position.
Investigate thoroughly, then decide liability. That way, whatever you say next is backed by evidence.
Response protocol: scripts for every outcome
Once you know the facts, respond with calm, specific language.
Late refund response scripts
Scenario 1: Work was defective (you owe a remedy)
“Thanks for flagging. After inspecting I can see [issue]. This isn’t the standard I expect, so I’ll put it right at no cost. I can schedule a repair on [date] covering [remedy]. Does that work for you?”
Scenario 2: Work meets spec but customer unhappy (goodwill)
“Inspection shows the work matches the spec we agreed. However, I understand you’re not happy with [concern]. While I don’t believe there’s a defect, I’m willing to [touch-up] as a goodwill gesture. Would that resolve it?”
Scenario 3: Fault caused by misuse/third-party
“Thanks for the information. The issue appears to stem from [cause], which occurred after completion and isn’t covered by my warranty. I’m happy to return to repair it at £X per hour plus materials if you’d like me to put it right.”
Handling legal threats and bluff tactics
Most “solicitor” threats are bluffs. Respond with facts and keep everything written.
| What they say | Your response | Why it works |
|---|---|---|
| “I’ll take you to small claims” | “You’re entitled to that option. Here’s the evidence showing the work met standard.” | Keeps tone professional and proves you have documentation ready. |
| “I’ll plaster this all over social media” | “I’d rather resolve this professionally. Here’s what I can offer based on the inspection.” | Shows you’re reasonable; puts onus back on them. |
| “My solicitor says you’re liable” | “If your solicitor believes you have a claim, please have them contact me directly.” | Filters empty threats; real solicitors write formally. |
Key principle: Don’t be bullied into refunds you don’t owe. Stay factual, stay polite, stand your ground.
Preventing future late complaints
90% of late refund drama disappears when you tighten completion protocols.
Signed completion forms + time-stamped photos make it extremely hard for someone to claim the work was always faulty.
Handle customer issues inside Toolfy
- •Track every conversation, photo, and task on the job timeline
- •Trigger “proof of progress” updates so customers don’t panic mid-project
- •Escalate disputes with deposits, before/after photos, and signed notes
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