The Consumer Rights Act 2015 is the cornerstone of consumer protection in the UK, consolidating and updating decades of previous legislation into a single, accessible framework. It covers your rights when buying goods, services and digital content, sets out what you can expect from retailers and service providers, and gives you clear remedies when things go wrong. From a faulty phone to a botched home repair or a misleading online purchase, the Act provides powerful legal protections that every UK consumer should understand.
What the Consumer Rights Act covers
The Act applies to contracts between traders (businesses) and consumers (individuals buying for personal use, not for resale or business purposes). It covers three main areas:
Goods — physical products you buy, from clothing and electronics to furniture and cars. The Act sets out what quality you can expect and what happens if goods are faulty.
Services — work performed by traders, such as home repairs, hairdressing, car servicing, or professional advice. The Act requires services to meet certain standards and gives you remedies if they don't.
Digital content — software, apps, music downloads, e-books, films, and games. The Act extended consumer rights to digital products for the first time, recognising the growing importance of digital purchases.
The Act does not cover business-to-business contracts, private sales between individuals (such as buying a used car from a neighbour), or purchases made before 1 October 2015, which fall under older legislation.
Your rights when buying goods
When you buy goods from a trader, the Consumer Rights Act gives you three key statutory rights. The goods must be:
1. Of satisfactory quality — this means they must meet the standard that a reasonable person would expect, taking into account the price, description, and any other relevant circumstances. A £50 pair of shoes should last longer than a £10 pair, but both should be free from defects, safe to use, and reasonably durable. Satisfactory quality covers appearance and finish, freedom from minor defects, safety, and durability.
2. Fit for purpose — goods must be fit for their normal purpose, and also for any specific purpose you made known to the seller. If you tell a shop assistant you need waterproof boots for hiking and they recommend a pair, those boots must actually be waterproof and suitable for hiking. If they're not, they're not fit for purpose, even if they're otherwise of satisfactory quality.
3. As described — goods must match any description given by the seller, whether in advertising, on packaging, or verbally. If a laptop is described as having 16GB of RAM but actually has 8GB, it's not as described, and you have the right to reject it.
These rights are implied into every contract for goods, and they cannot be removed or limited by the seller. Any attempt to exclude or restrict these rights — such as a sign saying "no refunds on faulty goods" — is unlawful and has no effect.
The 30-day short-term right to reject
One of the most important provisions of the Consumer Rights Act is the 30-day short-term right to reject. If goods are faulty, not as described, or not fit for purpose, you have 30 days from the date you receive them to reject them and claim a full refund. This is a significant improvement on the previous law, which did not specify a time limit and left consumers uncertain about how long they had to reject goods.
The 30-day period starts when you receive the goods, not when you order them. For online purchases, this means the day the item is delivered. You do not need to give the retailer a chance to repair or replace the item within the first 30 days — you can go straight to a refund if you prefer.
To exercise the short-term right to reject, you must notify the retailer that you are rejecting the goods and request a full refund. You should do this in writing (email is fine) and keep a copy. The retailer must refund you within 14 days, including any delivery charges you paid. You may have to return the goods at your own cost unless the retailer agrees to collect them or the goods are too large or heavy to return easily (in which case the retailer should arrange collection).
The refund must be made using the same payment method you used, unless you agree otherwise. The retailer cannot insist on giving you a credit note or voucher instead of a refund, though you can accept one if you prefer.
Rights after 30 days: repair, replacement, or refund
If you do not reject goods within 30 days, or if you choose not to, you still have rights if a fault develops. After 30 days but within six months of receiving the goods, you can request a repair or replacement. The retailer must provide this within a reasonable time and without significant inconvenience to you, and at no cost.
If a repair or replacement is impossible, or if it fails to fix the problem, you can then claim a refund. However, after the first 30 days, the retailer can make a deduction from the refund to reflect the use you have had from the goods. The amount of the deduction depends on how long you had the goods and how much use you got from them. For example, if you bought a washing machine that broke after four months, the retailer might deduct 10-20% from the refund to account for the four months of use.
After six months, the burden of proof shifts. In the first six months, the law assumes that any fault was present at the time of purchase, and it is up to the retailer to prove otherwise. After six months, you must prove that the fault was inherent (present at purchase) rather than caused by wear and tear or misuse. This can be difficult, and you may need an independent expert report.
Goods must last a reasonable length of time. What is "reasonable" depends on the type of product, the price, and any claims made by the manufacturer or seller. A cheap kettle might reasonably last a year or two, while a £1,000 laptop should last several years. If goods fail prematurely, you may have a claim even after six months, but you will need to show the fault was there from the start.
Your rights when buying services
The Consumer Rights Act also sets out your rights when you pay for services. Services must be performed:
With reasonable care and skill — the trader must carry out the service with the level of care and competence you would expect from a competent professional in that field. A plumber must not leave your bathroom flooded; a hairdresser must not ruin your hair through incompetence.
Within a reasonable time — if you have not agreed a deadline, the service must be completed within a reasonable time. What is reasonable depends on the type of service and any circumstances discussed.
For a reasonable price — if you have not agreed a price in advance, you must pay a reasonable price. This is what you would expect to pay for that service in that area, based on typical market rates.
If a service does not meet these standards, you have the right to ask the trader to redo or fix the work, at no extra cost. If that is not possible or the trader refuses, you can claim a price reduction or, in serious cases, a full refund. You may also be able to claim compensation for any consequential losses, such as damage to your property caused by poor workmanship.
Digital content rights
The Consumer Rights Act was the first UK legislation to give specific rights for digital content. Digital content must be:
Of satisfactory quality — free from bugs and defects, and performing as you would reasonably expect.
Fit for purpose — suitable for its normal purpose and any specific purpose you made known.
As described — matching any description given by the seller.
If digital content is faulty, you have the right to a repair or replacement. If that is not possible or does not fix the problem within a reasonable time, you can claim a price reduction, up to a full refund. For free digital content bundled with paid goods or services (such as a free app that comes with a phone), you have the right to a repair or replacement, but not a refund.
Importantly, if faulty digital content damages your device or other digital content, you have the right to compensation. For example, if a downloaded app corrupts your phone's operating system, the seller of the app must either repair the damage or compensate you for the cost of repair.
Unfair contract terms
The Consumer Rights Act also protects you from unfair terms in contracts. A term is unfair if it creates a significant imbalance in the parties' rights and obligations to your detriment, and it is not transparent or prominent. Unfair terms are not binding on you, though the rest of the contract remains in force.
Common examples of unfair terms include:
- Terms that allow the trader to change the price after you have agreed to buy, without giving you the right to cancel.
- Terms that allow the trader to cancel the contract without good reason, but do not give you the same right.
- Terms that require you to pay excessive cancellation fees or penalties.
- Terms that exclude or limit the trader's liability for death or personal injury caused by their negligence (these are always unfair and unlawful).
- Terms hidden in small print that remove or restrict your statutory rights.
If you think a contract term is unfair, you can challenge it. Citizens Advice and the Competition and Markets Authority (CMA) can investigate unfair terms and take enforcement action against traders who use them.
How to enforce your rights
Knowing your rights is only useful if you can enforce them. Here's how to do it:
1. Act quickly — if goods are faulty, notify the retailer as soon as possible. Do not delay, as this may weaken your claim.
2. Contact the retailer, not the manufacturer — your contract is with the retailer (the shop or website you bought from), not the manufacturer. The retailer is legally responsible for faults, even if they are the manufacturer's fault.
3. Be clear about what you want — state whether you want a refund, repair, or replacement, and refer to your rights under the Consumer Rights Act 2015.
4. Put it in writing — email or letter is best, as it creates a record. Keep copies of all correspondence.
5. Give the retailer a reasonable time to respond — 14 days is usually reasonable for a refund; longer for a repair.
6. Escalate if necessary — if the retailer refuses to help, you can complain to an Alternative Dispute Resolution (ADR) scheme, or take the case to the small claims court. For purchases under £10,000, the small claims process is designed to be accessible without a lawyer.
7. Use your credit card protection — if you paid by credit card for goods or services costing between £100 and £30,000, your credit card company is jointly liable under Section 75 of the Consumer Credit Act 1974. This gives you an extra layer of protection, especially useful if the retailer goes bust or is overseas.
Common myths about consumer rights
Myth: "You have to accept a credit note instead of a refund."
False. If you are entitled to a refund under the Consumer Rights Act, the retailer must give you your money back, not a credit note, unless you agree to accept one.
Myth: "You can return anything within 14 days for any reason."
Partly true, but only for online and distance sales. The Consumer Contracts Regulations give you 14 days to cancel most online purchases for any reason (change of mind), but this does not apply to in-store purchases. For in-store purchases, you only have the right to a refund if the goods are faulty.
Myth: "If it breaks, take it back to the manufacturer."
False. Your contract is with the retailer, and they are responsible for faults, not the manufacturer. You can use a manufacturer's warranty if you prefer, but you do not have to — your statutory rights against the retailer are often better.
Myth: "Sale items and clearance goods have no returns."
False. Sale items have the same statutory rights as full-price items. A shop can refuse to refund sale items if you simply change your mind, but if they are faulty, your rights are the same.
What to watch next
The Consumer Rights Act is a powerful tool, but enforcement depends on consumers knowing their rights and using them. Trading Standards and the CMA have limited resources, so many breaches go unchallenged. If you experience a problem, do not assume the retailer is right — check your rights, assert them clearly, and escalate if necessary.
Watch for changes to consumer law post-Brexit. The Consumer Rights Act is based partly on EU law, and while the UK government has committed to maintaining high standards, there is potential for divergence in future. Watch also for developments in digital content rights, as the law struggles to keep pace with new technologies such as NFTs, in-app purchases, and subscription models.
Finally, watch your own behaviour. Consumer rights are not a licence to abuse returns policies or make fraudulent claims. Retailers are cracking down on "serial returners" and wardrobing (buying clothes, wearing them once, and returning them). Use your rights fairly, and they will remain strong. Abuse them, and retailers will find ways to tighten the rules.
Frequently asked questions
How long do I have to return a faulty product for a full refund?
Under the Consumer Rights Act 2015, you have 30 days from the date you receive goods to reject them if they are faulty, not as described, or not fit for purpose. Within this 30-day period, you are entitled to a full refund with no deductions. After 30 days but within 6 months, you must give the retailer one opportunity to repair or replace the item. If the repair or replacement fails, you can then claim a refund, though the retailer may make a deduction for the use you've had from the product. After 6 months, the burden of proof shifts to you to demonstrate the fault was present at the time of purchase.
Can a shop refuse a refund by saying 'no refunds on sale items'?
No. Your statutory rights under the Consumer Rights Act cannot be removed by shop policies or signs. If sale items are faulty, not as described, or not fit for purpose, you have exactly the same rights as with full-price items. A shop can have a policy of not offering refunds for change of mind on sale items, but they cannot refuse a refund if the product is defective. Any sign or term that says 'no refunds' or 'sold as seen' on faulty goods is unlawful and unenforceable. Always check items carefully before buying from a sale, but know that your legal rights remain intact.
Do I need a receipt to get a refund or return something?
While a receipt makes the process much easier, you do not legally need one to exercise your consumer rights. You just need to prove you bought the item from that retailer. Alternative proof includes bank or credit card statements, a confirmation email, a delivery note, packaging, or witness testimony. Many retailers will look up your purchase on their system using your card details or loyalty card. However, without proof of purchase, a retailer can legitimately refuse a return. Always keep receipts, or take a photo and store it digitally, especially for expensive items or gifts.