UK Consumer Rights Guide (Returns, Refunds, Faulty Goods 2026)

Your Rights Under the Consumer Rights Act 2015

The Consumer Rights Act 2015 gives you three key rights when buying goods: the goods must be of satisfactory quality — meeting the standard a reasonable person would consider satisfactory, taking into account the price, description, and any statements made by the seller (this covers appearance, finish, freedom from minor defects, safety, and durability); the goods must be fit for purpose — suitable for the specific purpose you told the seller about; and the goods must match the description — including any sample or model shown to you. For digital content (downloads, streaming, apps), the same standards apply — it must be of satisfactory quality, fit for purpose, and as described. For services, the trader must perform the service with reasonable care and skill, the service must be performed within a reasonable time (if no time was agreed), and if you agreed a price but did not agree a firm price, the service must be provided at a reasonable price. If the service does not meet these standards, you are entitled to have it re-done or to a price reduction (up to 100% for serious breaches). The CRA 2015 also introduces consumer rights for goods bought from traders — not private sellers, auctions (unless the auctioneer is a trader), or business-to-business transactions.

Returning Faulty Goods (30-Day Right to Reject)

If an item you bought is faulty, not as described, or unfit for purpose, you have a short-term right to reject the item within 30 days of taking ownership (i.e. receiving it). This is your most powerful consumer right — you can get a full refund without the seller offering a repair or replacement first. The 30-day clock starts from the date you took ownership of the goods (for delivered items, this is the date of delivery). For service contracts, the right to reject applies within 30 days of the service being completed. If the fault appears after 30 days but within 6 months, the seller has one opportunity to repair or replace the item. If the repair or replacement fails, you are entitled to a refund (though the seller may reduce the refund for usage — known as a "deduction for use"). If the fault appears after 6 months, you must prove the fault existed at the time of purchase (the burden of proof shifts to you). The seller can argue the fault was caused by normal wear and tear. Returning goods — the seller is responsible for collecting the goods if the item is faulty (they cannot charge you for return postage). If the item is not faulty but you changed your mind, the seller does not have to accept a return unless you bought online or by distance selling (see next section). Used goods — the same rights apply, but the standard of quality takes into account the price and age of the item. A 3-year-old used car will not be held to the same standard of quality as a new one.

Your Rights on Online and Distance Purchases

When you buy online, by phone, by mail order, or from a doorstep seller (known as distance selling), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you additional rights. The most important is the 14-day cooling-off period — you have 14 calendar days from the date you receive the goods to change your mind and cancel the order for any reason. You do not need a reason — the right applies automatically to all online purchases (including digital content, but only if the content has not been downloaded). To cancel, you must inform the seller in writing (email is fine) within the 14-day period. The seller must refund you within 14 days of receiving the returned goods, including the standard delivery cost (but not the cost of premium delivery). You are responsible for return postage if you are simply changing your mind — the seller must inform you of this at the time of purchase. If the seller did not tell you about your cancellation rights, the cooling-off period extends to 12 months. For digital content (downloads, streaming subscriptions, software), you have the same 14-day right, but you lose it if you start downloading or streaming before the 14 days are up (the seller must ask for your consent to start early). For services (e.g. hotel bookings, tradespeople), you have a 14-day cooling-off period from the date of booking, but this does not apply if the service is performed within the 14-day period with your agreement. Exempt purchases — personalised goods, perishable goods, sealed audio/video/software that has been unsealed, newspapers and magazines, and hotel/transport bookings.

Guarantees and Warranties

A guarantee (or warranty) is a voluntary promise by the manufacturer or retailer to repair or replace goods within a certain period. Guarantees are additional to your statutory rights under the Consumer Rights Act 2015 — they cannot reduce or replace your legal rights. Most manufacturers offer a 1-year or 2-year guarantee on new goods, and some premium products come with extended guarantees (e.g. 5 years on appliances, 10 years on structural building work). Key points about guarantees: they are separate from your statutory rights — even if the guarantee expires, you still have up to 6 years (5 in Scotland) to claim for faulty goods under the CRA 2015; guarantees may require you to register the product within a certain time after purchase; some guarantees cover only parts (not labour); and extended warranties sold at the point of sale are often poor value for money compared to your statutory rights. The Competition and Markets Authority (CMA) has warned that extended warranties on electrical goods are rarely worth the cost — you already have strong rights under the CRA 2015. However, a manufacturer's guarantee can be useful if you lose your receipt (though proof of purchase can also be a bank statement or credit card statement). Second-hand goods — some guarantees are transferable to subsequent owners (check the terms). If you bought a service with a guarantee (e.g. a 5-year guarantee on building work), the guarantee is enforceable against the service provider. If they go out of business, your guarantee may be worthless — this is why independent insurance-backed guarantees (like IBG for building work) are recommended. See our FSCS Compensation guide → for protection if a financial services company goes bust.

How to Complain Effectively

To enforce your consumer rights, follow this structured complaint process. Step 1 — contact the seller directly. The seller (trader) is responsible for faulty goods or services, not the manufacturer. Contact them by phone, email, or in writing. State clearly: your name and order details, what is wrong (with evidence — photos, videos, screenshots), what you want (repair, replacement, refund), and a deadline for response (usually 14 days). Quote the Consumer Rights Act 2015 and the specific right being breached (e.g. "the goods are not of satisfactory quality under Section 9 of the CRA 2015"). Step 2 — if the seller refuses or ignores you, send a formal letter of complaint (the "letter before claim"). Keep a copy. Give the seller a final opportunity to resolve the issue within 14 days. Step 3 — if still unresolved, use a free dispute resolution service. Most retailers are members of the Retail Ombudsman, the Financial Ombudsman Service (for financial products), or the Alternative Dispute Resolution (ADR) scheme for your sector. The seller must tell you which ADR scheme they belong to. Step 4 — escalate to Trading Standards through the Citizens Advice consumer service (0808 223 1133). Trading Standards can investigate the trader but cannot resolve individual disputes. Step 5 — issue a claim in the small claims court (for claims up to £10,000) or use the Money Claim Online service. The court fee is £35–£455 depending on the claim amount, and you can represent yourself. See our Small Claims Court guide → for full details. Keep records of everything — receipts, correspondence, photographs, and notes of phone calls (including dates and names of the people you spoke to). This evidence is crucial if you end up in court.

Taking Your Complaint Further

If the seller still refuses to resolve your complaint after following the steps above, you have several escalation options. Alternative Dispute Resolution (ADR) — most trade associations and ombudsman schemes offer free or low-cost dispute resolution. The seller must tell you which ADR scheme they will use. ADR is binding on the seller but not on you. Trading Standards — report the trader to Trading Standards through the Citizens Advice consumer helpline. They can investigate the trader for breaches of consumer law and, in serious cases, prosecute. However, they cannot get your money back or force the trader to refund you. Small claims court — for claims up to £10,000 in England and Wales, use the small claims track. The process is designed for individuals without lawyers. File a claim at moneyclaim.gov.uk (or use paper forms in Northern Ireland and Scotland). The court fee is recoverable if you win. You can also claim interest on the amount owed (typically 8% per year). Media pressure — in some cases, contacting the BBC Watchdog, MoneySavingExpert, or Which? can help resolve disputes with large companies that are concerned about their reputation. Social media — a public complaint on Twitter/X, Facebook, or Trustpilot can sometimes prompt a response from companies that were ignoring your direct complaints. However, always try the formal channels first. Collective action — in some cases, multiple consumers affected by the same issue can bring a group litigation order (GLO) or use an ombudsman scheme that handles multiple claims together. See our Small Claims Court guide → and Section 75 guide → for further enforcement options.

FAQs

What is the 30-day right to reject?

Under the Consumer Rights Act 2015, you have 30 days from receiving faulty goods to reject them and get a full refund. The seller cannot deduct for usage or charge a restocking fee.

Are online purchases treated differently from in-store purchases?

Online purchases have the same statutory rights plus a 14-day cooling-off period for change-of-mind returns. In-store, you only have the right to return if the goods are faulty, not if you change your mind.

Can the seller refuse a refund for a faulty item if it has been used?

No. You are entitled to test and inspect the goods as you would in a shop. If the fault appears during normal use, you are still entitled to a refund. The seller can only deduct for usage after 30 days.

What happens if the seller goes bust?

If the seller is insolvent, your statutory rights may be difficult to enforce. Use Section 75 (credit card over £100) or chargeback (debit/credit card) to reclaim your money from your bank instead.

How long do I have to return a faulty item?

30 days for a full refund (short-term right to reject). Up to 6 months, you are entitled to a repair or replacement, and if that fails, a refund (possibly reduced for usage). After 6 months, you must prove the fault existed at the time of purchase.