When a purchase goes wrong, a retailer may make a refund, repair or replacement sound like a favour. Often, it is not. These are legal remedies provided by the Consumer Rights Act UK shoppers can rely on when goods, services or digital content fail to meet the required standard.
The Consumer Rights Act 2015 applies to purchases from traders, whether made in a shop or online. It covers new and second-hand goods and clarifies when you can seek a legal remedy.
What standards must goods meet?
Goods must be of satisfactory quality, fit for purpose and as described. Satisfactory quality considers factors such as price, description, appearance, safety, durability and freedom from defects. A low-cost item is not expected to perform like a premium one, but it must still meet a reasonable standard.
You generally will not have faulty goods refund rights if you caused the damage, misused the product, wore it out or knew about the fault before buying. Sale items are still protected unless the particular defect was disclosed.
Your 30-day right to reject
If goods do not meet the required standards, you can usually reject them within 30 days and request a refund. The period normally begins when you receive the goods, although different timing can apply where installation is required or the item is perishable.
Tell the retailer that you are exercising your short-term right to reject under the Consumer Rights Act 2015. Describe the fault, provide the purchase or delivery date and request a refund. Once a refund is agreed, it should normally be paid within 14 days using the original payment method unless you agree otherwise.
This rule applies when something is faulty, misdescribed or unfit for purpose. It is not a general right to return an unwanted item bought in a physical shop. A store may permit change-of-mind returns under its own policy. Online purchases usually have separate cancellation rights under the Consumer Contracts Regulations, commonly allowing 14 days to cancel even when there is no fault.
Repair and replacement after 30 days
Once the initial rejection period has passed, you will usually need to give the retailer an opportunity to repair or replace the item. You may express a preference, but the trader can offer the alternative if your choice is impossible or disproportionately expensive. The remedy must be provided at no cost, within a reasonable time and without significant inconvenience.
The seller cannot insist on repeated unsuccessful repairs. If one repair fails, a replacement is also faulty, or the remedy is not provided within a reasonable time, you may use the final right to reject or ask for a price reduction. A price reduction allows you to keep the product while receiving an appropriate amount back.
What the six-month rule means
If a fault appears within six months, it is generally presumed to have existed when the goods were supplied unless the retailer can prove otherwise or the presumption would not make sense for that item or fault. This is an important feature of consumer protection UK law because the trader normally carries the burden of disproving an inherent problem during this period.
After six months, you may need to show that the problem resulted from an underlying fault rather than damage, misuse or ordinary wear. Useful evidence can include photographs, correspondence, an expert report and a clear timeline showing when the fault appeared.
Can the retailer reduce the refund?
When the final right to reject is used after six months, the retailer may make a reasonable deduction for the use you have had. In most cases, no deduction for use should be made when final rejection occurs within six months, although motor vehicles are an important exception. The calculation should reflect the product, its expected lifespan and the benefit already received.
The retailer is usually responsible
Your statutory claim is normally against the retailer that sold the goods, not the manufacturer. A shop should not dismiss a valid complaint by telling you to use the manufacturer’s warranty. A warranty may provide extra protection, but it cannot replace or reduce your rights under the Act.
You do not always need the original paper receipt, but you must show that you bought the item from that trader. A bank statement, card record or order confirmation may be sufficient. Keep copies of emails, photographs and postage records in case the dispute continues.
Services and digital content
Services must be performed with reasonable care and skill. If a service is substandard, you may be entitled to have it performed again. When repeat performance is impossible, delayed unreasonably or causes significant inconvenience, an appropriate price reduction may be available.
Paid digital content, including apps, games, downloads and ebooks, must also be of satisfactory quality, fit for purpose and as described. The first remedies are usually repair or replacement. If the problem cannot be fixed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction, potentially up to the full price.
How to complain effectively
Contact the retailer promptly. Identify the product, purchase date and problem, explain which standard has not been met and state the remedy you want. Referring to the 30-day right to reject, repair or replacement, final rejection or price reduction makes your position clearer.
If the retailer refuses, ask for its final response and details of any relevant alternative dispute resolution scheme or ombudsman. Consumer advice is available through Citizens Advice in England and Wales, Advice Direct Scotland, and Consumerline in Northern Ireland. Keep evidence and try to resolve the matter in writing before considering court action.
Frequently asked questions
Do I always get a refund for faulty goods?
No. Within 30 days, you can usually reject faulty goods for a refund. After that, you will normally need to allow a repair or replacement before seeking a final refund or price reduction, unless that remedy is impossible or causes significant inconvenience.
Does the Act cover second-hand goods?
Yes, when they are bought from a trader. Expectations reflect the item’s age, price and description, but it must still be of satisfactory quality, fit for purpose and as described. Purchases from private sellers have more limited protection.
Can a shop refuse a refund because the package was opened?
Opening packaging does not remove your rights when goods are faulty. The retailer may inspect the item and consider whether misuse caused the problem, but a blanket “no refunds once opened” policy cannot override statutory remedies.
Do all products have to last six years?
No. Limitation rules may allow contractual claims for up to six years in England, Wales and Northern Ireland, and five years in Scotland, but this is not a durability guarantee. Whether you have a valid claim depends on the product, its expected lifespan, the fault and your evidence.
Conclusion
The Consumer Rights Act UK framework gives shoppers practical protection when purchases fail to meet reasonable standards. Act promptly, deal with the retailer, keep evidence and request the remedy that matches the stage of your claim. Knowing the difference between a legal right and a store policy can turn an uncertain complaint into a clear request for a refund, repair, replacement or price reduction.
