Three things every purchase must be — by law
The Consumer Rights Act 2015 is the backbone of consumer protection in the UK. Whenever a business sells you goods, it gives you three guarantees that cannot be signed away. The item must be:
- Of satisfactory quality — not broken, damaged or faulty, and lasting a reasonable time for what it is.
- Fit for purpose — it does what such an item is meant to do, plus any specific purpose you told the seller about before buying.
- As described — it matches the description, the photos, the sample or the model you were shown.
If a purchase fails any one of these, you have a legal claim. You do not have rights if you simply changed your mind in a shop, if you damaged the item yourself, or if you knew about the fault before buying. The same Act covers services (they must be done with reasonable care and skill, in a reasonable time, for a reasonable price) and digital content (downloads, apps, streaming — same satisfactory-quality test).
Claim from the retailer, not the maker
Your contract is with the shop or website you bought from — so that is who must put it right. “Take it up with the manufacturer” is a common brush-off; the law says it is the retailer’s responsibility. A manufacturer’s warranty or guarantee is an extra on top of your statutory rights, never a replacement for them.
The remedy ladder — what you get, and when
Your right depends on how long you have had the faulty item. The remedies climb in this order:
| When the fault shows | What you can demand |
|---|
| Within 30 days of buying | Right to reject — return it for a full refund. You do not have to accept a repair or replacement. |
| 30 days to 6 months | One chance for the trader to repair or replace free. If that fails (or is impossible), price reduction or a final refund. The fault is presumed present at purchase — the trader must prove otherwise. |
| After 6 months | Same repair/replace then price-cut/refund ladder, but the burden of proof flips to you — you may need evidence (e.g. an engineer’s report) that the fault was inherent. Durable goods must still last a reasonable time. |
A few practical rules that catch people out: the 30-day clock pauses while you wait for a repair or replacement; if a repair or replacement still leaves the item faulty, you get a final right to reject; and after the first six months the trader may make a fair deduction for use from a refund (except in the first six months, when a first-time refund is usually given in full). A separate rule covers delivery: unless you agreed otherwise, goods must arrive within 30 days, or you can cancel and get your money back.
The law is on your side
You do not need a receipt to have these rights — any proof of purchase (bank statement, card record, order email) is enough. And you cannot lose these rights by “accepting” the goods or opening the box: a genuine fault is a genuine fault. Free, independent help is a phone call away at Citizens Advice consumer helpline 0808 223 1133 (England & Wales).
Faulty goods vs changing your mind — don’t confuse them
This is the single biggest source of confusion, and shops sometimes lean on it. The two are completely separate:
- Faulty goods (Consumer Rights Act 2015): you always have a remedy when something is genuinely faulty, in a shop or online. No policy can remove this.
- Changed your mind, bought in a shop: you have no automatic legal right to return non-faulty goods. The shop sets its own goodwill returns policy — that is what a “no refunds” sign actually limits.
- Changed your mind, bought online: the Consumer Contracts Regulations give you a 14-day right to cancel most online or distance purchases — from the day you receive the goods — even if there is nothing wrong with them. You then have 14 days to return them, and the trader refunds you including standard outbound delivery. (Some items are excluded, such as personalised goods, sealed health items once opened, and digital downloads you have started.)
Change-of-mind vs faulty — which clock?
If the item is broken or not as described, use the Consumer Rights Act (refund/repair/replace, the 30-day and 6-month rules). If there is nothing wrong but you regret it, online buyers use the 14-day cancellation right; in-shop buyers rely on the store’s policy. Quote the right one and the conversation goes very differently.
If the shop won’t play fair — how to escalate
Most disputes end the moment you put it in writing and cite the Act. If yours does not, you have a free or low-cost ladder:
- Complain to the retailer in writing — state the fault, name the Consumer Rights Act 2015, and say exactly which remedy you want and by when. Keep copies. Our complaints guide walks the wording.
- Paid by card? Ask your card provider for a chargeback, or use Section 75 if it was a credit card for £100–£30,000 (the provider is jointly liable for breach or misrepresentation).
- Alternative Dispute Resolution (ADR): many traders belong to an ombudsman or ADR scheme that settles disputes free without court.
- Small claims court: if all else fails, the small claims track handles consumer money claims cheaply, often without a solicitor — and each side bears its own costs.
- Want the bigger picture? If you think you were overcharged or mis-sold, see ripped off; for a wider compensation check, can I claim.
Shops often wrongly refuse — your rights beat their policy
“No refunds”, “store credit only”, “past 28 days”, “take it to the manufacturer” — for faulty goods these are all wrong. A trader cannot use a sign, a policy or its terms to remove rights the law gives you. Stay calm, cite the Consumer Rights Act 2015, and ask for the named remedy in writing.
Do this now
Got something faulty? Email the retailer today — describe the fault, write “under the Consumer Rights Act 2015”, and state whether you want a refund, repair or replacement. Within 30 days, ask for the full refund first.
No joy? Free advice is one call away — Citizens Advice consumer helpline 0808 223 1133 (England & Wales), Advice Direct Scotland 0808 164 6000, Consumerline NI 0300 123 6262 — and if you paid by card, line up a Section 75 or chargeback claim as your backup.
UK-wide Act, slightly different escalation routes
The Consumer Rights Act 2015 applies across
England, Wales, Scotland and Northern Ireland. The court route differs by nation (Scotland uses Simple Procedure; NI has its own small claims process) — see our
small claims guide for the right one. This is general information, not legal advice.