CONSUMER RIGHTS · YOUR CONSUMER RIGHTS EXPLAINED
Your Consumer Rights Explained
A plain-English overview of your key rights when buying goods and services in the UK.
Quick summary
- UK consumer rights mainly come from the Consumer Rights Act 2015 and related regulations
- If something is faulty, not as described, or not fit for purpose, you can usually claim a repair, replacement, price reduction, or refund
- Online purchases often include a 14-day “cooling-off” period (with exceptions)
- Keep evidence: receipts, order confirmations, screenshots, photos, and notes of conversations
- If the seller refuses, escalate in writing, then consider ADR, chargeback/Section 75, or court
For information only
UK consumer law gives you strong protections when you buy goods or services from a business (online or in-store). These rights cover faulty items, poor service, unfair contract terms, refunds, repairs, replacements, and cancellation rights in many situations. This guide explains the main rules in plain English and how to take action if something goes wrong. This is general information, not legal advice. If you need help for your specific situation, contact Citizens Advice or a specialist adviser.
What “consumer rights” actually cover
Consumer rights apply when you buy from a business as an individual (not mainly for business use). They cover:
- Goods (e.g., electronics, furniture, clothes)
- Digital content (e.g., apps, downloads, streaming subscriptions)
- Services (e.g., broadband installation, repairs, home services)
They do not work the same way for private sales (e.g., buying from an individual on a marketplace).
The key standard: “satisfactory quality, fit for purpose, as described”
For goods, the law expects items to be:
- Satisfactory quality: not faulty, safe, durable, and meeting reasonable expectations for the price/description
- Fit for purpose: works for the purpose you bought it for (including something you told the seller you needed)
- As described: matches the description, sample, or model shown
If any of these fail, you have remedies (solutions) against the seller (the retailer), not the manufacturer.
Your remedies when goods are faulty
Your rights depend partly on timing. A simple way to think about it:
1. Short-term right to reject (usually within 30 days)
If the goods are faulty, you can usually reject them and request a refund. You must make it clear you are rejecting the goods under your consumer rights.
2. Repair or replacement
If you don’t reject (or the 30-day period has passed), you can typically request a repair or replacement. The seller should do this within a reasonable time and without significant inconvenience.
3. Final right to reject or price reduction
If repair/replacement fails, isn’t possible, or takes too long, you can usually request:
- A price reduction, or
- A refund (sometimes with a deduction for use, depending on the product and timing)
Services: what if the service is poor?
If a service is not carried out with “reasonable care and skill”, you may have rights to:
- Repeat performance (the trader fixes it / does it again), or
- A price reduction (up to 100% in some cases), if repeat performance is impossible or not done within a reasonable time
Examples include poor workmanship, missed appointments, or work that causes damage.
Online, distance, and doorstep purchases (cooling-off rights)
Many online and distance purchases include a 14-day cooling-off period, where you can change your mind and cancel for a refund. Key points:
- The 14 days usually starts from delivery (for goods) or from contract date (for services)
- You may need to return goods and you may have to pay return costs (depends on seller terms)
- Some items/services are exempt (e.g., customised items, some hygiene-sealed goods once opened, certain digital content once started, urgent repairs you requested)
If you cancel a service during the cooling-off period after it has started, you may have to pay for the portion already delivered.
Warranties and guarantees vs your legal rights
Retailers may talk about warranties/guarantees, but your legal rights exist regardless.
- A warranty is an extra promise; it does not replace your statutory rights
- The seller cannot refuse to help just because a manufacturer warranty expired
- Extended warranties may be useful, but check what they actually cover
Evidence to collect before you complain
Good evidence makes disputes easier:
- Receipt / invoice / order confirmation
- Photos or videos showing the fault
- Screenshots of product description and marketing claims
- Notes of dates, calls, and what was agreed
- Copies of emails and chat transcripts
A practical escalation path (what to do next)
Step 1: Contact the seller clearly and calmly
- State the problem, the date of purchase, and what you want (refund/repair/replacement)
- Mention your rights under the Consumer Rights Act 2015 if relevant
Step 2: Put it in writing
- Email is fine; keep it short and factual
- Set a clear deadline (e.g., 14 days)
Step 3: Escalate using formal routes
Depending on the situation, consider:
- Alternative Dispute Resolution (ADR), if available
- Chargeback (card scheme process)
- Section 75 (credit card protection for qualifying purchases)
- Small claims court (as a last resort)
Step 4: Get independent help
Citizens Advice can guide you and, where appropriate, refer issues to Trading Standards.
Helpful contacts (UK):
Citizens Advice
Website: https://www.citizensadvice.org.uk
Phone: 0800 144 8848 (England) / 0800 702 2020 (Wales)
Online advice: https://www.citizensadvice.org.uk/consumer/
Trading Standards (via Citizens Advice)
Website: https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/
When financial services are involved (FCA-regulated complaints)
If the issue is with a regulated financial product or service (e.g., insurance), the complaint path is different:
- Complain to the firm first (they have set timeframes to respond)
- If unresolved, escalate to the Financial Ombudsman Service (FOS)
Financial Ombudsman Service (FOS)
Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Key takeaways
- Your contract is with the seller: your remedy is against the retailer, not the manufacturer
- Faulty goods can mean refund, repair, replacement, price reduction depending on timing and circumstances
- Services must be delivered with reasonable care and skill
- Online purchases often have 14-day cancellation rights, but exemptions apply
- Keep evidence and escalate step-by-step if needed
Do I always have a right to a refund?
Not always. For faulty goods you often can get a refund if you reject quickly (commonly within 30 days). After that, the seller may offer repair/replacement first. For “change of mind” refunds, it depends on where/how you bought and the retailer’s policy.
Does “no refunds” signage override my rights?
No. A shop policy cannot remove your statutory rights for faulty or misdescribed goods.
What if I paid by debit card or bank transfer?
Debit cards may allow chargeback (scheme rules, not law). Bank transfers are harder to recover, so act quickly and contact your bank immediately if you suspect fraud.
Who do I complain to: the brand or the retailer?
Start with the retailer/seller. They sold the item and are responsible under consumer law.
What if I bought from a private seller?
Your rights are more limited. The item must generally be “as described”, but the wider protections against faults don’t apply in the same way.