Can I reject a car because it came with a chip in the windscreen?
I bought a Toyota Approved Used car from a Toyota main dealer in the UK. After collecting the car, I discovered a chip in the windscreen. I checked the photos I took before driving away from the dealership, and the chip was already present before handover.
The dealer has admitted that a utility knife blade was accidentally left under the bonnet during vehicle preparation, which has made me question the quality of the Pre-Delivery Inspection (PDI). The dealer repaired the windscreen, but the repaired area is still clearly visible within my normal field of vision while driving. They have refused to replace the windscreen and have only offered a 12-month warranty if the chip develops into a crack.
Toyota GB has supported the dealer’s position, and I have now referred the matter to The Motor Ombudsman.
My questions are:
1. Under the Consumer Rights Act 2015, is a repair that remains clearly visible in the driver’s field of vision considered an acceptable remedy?
2. Does the fact that the damage existed before delivery and was not disclosed strengthen my position?
3. Would it be reasonable to expect the dealer to race the windscreen rather than rely on a repair and a 12-month warranty?
The dealer has admitted that a utility knife blade was accidentally left under the bonnet during vehicle preparation, which has made me question the quality of the Pre-Delivery Inspection (PDI). The dealer repaired the windscreen, but the repaired area is still clearly visible within my normal field of vision while driving. They have refused to replace the windscreen and have only offered a 12-month warranty if the chip develops into a crack.
Toyota GB has supported the dealer’s position, and I have now referred the matter to The Motor Ombudsman.
My questions are:
1. Under the Consumer Rights Act 2015, is a repair that remains clearly visible in the driver’s field of vision considered an acceptable remedy?
2. Does the fact that the damage existed before delivery and was not disclosed strengthen my position?
3. Would it be reasonable to expect the dealer to race the windscreen rather than rely on a repair and a 12-month warranty?
Asked on 6 August 2026 by Yan poon
Answered by
David Ross
It is disappointing that your car has been damaged during its preparation, and while this is a rare occurrence unfortunately it does happen. While a replacement windscreen would have been the ideal solution from your perspective, repairing a windscreen chip does not result in the mark disappearing from view - a resin is injected into the area which creates a smooth surface for the wiper blades to travel across and if carried out correctly should not develop into a crack. It could be argue that this is not a repair which returns the vehicle to its previous condition, but at the same time it is a repair that means the vehicle is legal and functions as it should, and it is not possible to carry out a repair that would eliminate any visible mark.
We would have expected a pre-delivery inspection to note any and all damage to the vehicle, which should have included a windscreen chip, so this is potentially a point in your favour. However, if you were to attempt to reject the vehicle on the grounds that it was not as described, we would not expect the dealer or Toyota UK to agree, and were you to challenge this either through The Motor Ombudsman or legal action it is unlikely it would be successful. The best outcome in this situation would be a replacement windscreen, but failing that a repair with a warranty is the next best outcome.
We would have expected a pre-delivery inspection to note any and all damage to the vehicle, which should have included a windscreen chip, so this is potentially a point in your favour. However, if you were to attempt to reject the vehicle on the grounds that it was not as described, we would not expect the dealer or Toyota UK to agree, and were you to challenge this either through The Motor Ombudsman or legal action it is unlikely it would be successful. The best outcome in this situation would be a replacement windscreen, but failing that a repair with a warranty is the next best outcome.
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