What Are My Rights If Goods Are Not as Described?
Goods sold by description must match that description exactly. If they do not, you have a strong legal right to reject them and obtain a refund.
Quick Answer
Under the Consumer Rights Act 2015, goods must correspond with their description. If they do not — whether the description was in advertising, on the packaging, or stated verbally by a salesperson — you have the right to reject the goods and receive a full refund within the first 30 days, or to demand a repair or replacement after that period.
Full Explanation
The Consumer Rights Act 2015 section 11 provides that when goods are sold by description, there is an implied term that the goods will correspond with that description. This right applies whether the description appears in advertising, on packaging, in a catalogue, online, or was stated verbally by a salesperson. It applies in addition to (not instead of) the requirements that goods are of satisfactory quality and fit for purpose.
A description mismatch is treated as a breach of contract by the retailer. The severity of the breach determines your remedies. If the goods are not as described at all (e.g., an 'organic' product contains non-organic ingredients; a '64GB' phone has only 32GB of storage), this is a clear breach and you are entitled to the full range of remedies.
Within the first 30 days, you can exercise the 'short-term right to reject' and receive a full refund. The trader cannot insist on repair or replacement instead. After 30 days, the trader has one opportunity to repair or replace. If repair or replacement is not possible, not proportionate, or fails, you can exercise the 'final right to reject' — though any refund may be reduced to reflect use of the goods.
The rules are equally robust for distance sales (online or by phone). Consumer Contracts Regulations 2013 also give you a 14-day right to cancel online purchases without any reason — this is separate from and in addition to your rights under the CRA. However, some items are excluded from the cancellation right, such as custom-made goods or perishables.
False descriptions may also amount to a criminal offence under the Consumer Protection from Unfair Trading Regulations 2008. If you believe a trader is systematically mis-describing goods, you can report them to Trading Standards.
Legal Basis
- §Consumer Rights Act 2015, section 11 (goods to match description)
- §Consumer Rights Act 2015, sections 20–24 (remedies for non-conforming goods)
- §Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- §Consumer Protection from Unfair Trading Regulations 2008
What To Do
Document the Discrepancy
Gather evidence of the description as stated (screenshot, photograph of packaging, printed advertisement) alongside evidence of the actual goods received. Take clear photographs of any discrepancy.
Contact the Retailer in Writing
Write to the retailer setting out the discrepancy, citing section 11 of the Consumer Rights Act 2015, and stating what remedy you want (refund if within 30 days, or repair/replacement if later). Give a 14-day response deadline.
Reject the Goods
If you are within the 30-day short-term right to reject period, clearly communicate your rejection in writing. Stop using the goods immediately — continued use may be taken as acceptance after the 30-day period.
Use Chargeback or Section 75 if Needed
If the retailer is unresponsive, raise a dispute with your card provider for non-conforming goods. A section 75 claim is available for credit card purchases over £100.
Small Claims Court
If the retailer still refuses a valid claim, issue a small claims court claim via moneyclaims.service.gov.uk. Claims up to £10,000 are dealt with informally and without needing a solicitor.
Important Warnings
Retailers cannot use 'all sales final' or 'no returns' policies to override your statutory rights — these are void under the Consumer Rights Act 2015.
If you modify or use the goods extensively after discovering they are not as described, your ability to obtain a full refund may be reduced.