Your Consumer Rights
The Consumer Rights Act 2015 writes quality standards into every purchase of goods, services and digital content, and gives you escalating remedies when something goes wrong. Around it sit the 14-day online cooling-off period, powerful card-payment protections, and — since 6 April 2026 — a reformed dispute-resolution regime under the Digital Markets, Competition and Consumers Act 2024. Here is what you can insist on.
Last updated: 2026-07-30
Your Rights
Goods Must Be Satisfactory, Fit for Purpose and as Described
Every consumer contract for goods includes implied terms that the goods are of satisfactory quality (judged by what a reasonable person would expect, taking account of description and price), fit for any purpose you made known, and match their description.
30 Days to Reject Faulty Goods for a Full Refund
If goods are faulty you have a short-term right to reject them within 30 days of ownership and delivery and get a full refund. Once the trader agrees you are entitled to a refund it must be given within 14 days, using the same payment method.
Repair, Replacement — Then Money Back
After 30 days (or if you choose), you can require a repair or replacement. If that fails or is impossible, you move to a price reduction or the final right to reject with a refund. Faults appearing within six months of delivery are presumed to have existed at delivery unless the trader proves otherwise.
Digital Content Has the Same Quality Guarantee
Paid-for digital content — apps, games, ebooks, downloads, streaming — must be of satisfactory quality, fit for purpose and as described, with rights to repair, replacement or price reduction, and compensation if faulty content damages your device.
Services Must Be Done With Reasonable Care and Skill
Every service contract includes a term that the trader will perform with reasonable care and skill, within a reasonable time if no time was fixed, and for a reasonable price if none was agreed. Substandard work must be redone or the price reduced.
Unfair Small Print Doesn't Bind You
A term in a consumer contract (or a consumer notice) is not binding on you if, contrary to good faith, it causes a significant imbalance in the parties' rights and obligations to your detriment — think hidden charges, one-sided cancellation rules or sweeping liability exclusions.
14 Days to Change Your Mind Online
For most distance and online purchases you can cancel within 14 days — from delivery for goods, from the contract date for services and digital content — without giving any reason. Some items are exempt, such as personalised goods and unsealed hygiene products.
Section 75 and Chargeback When You Pay by Card
Pay by credit card for something costing over £100 and up to £30,000 and the card provider is jointly and severally liable with the trader for breach of contract or misrepresentation — even if you only paid part by card. For debit cards, ask your bank for a chargeback.
Common Myths
No receipt means no refund.
Your statutory rights depend on proof of purchase, not the till receipt — a bank statement or order confirmation is enough. Store 'no receipt' policies cannot override the Consumer Rights Act.
You have a legal right to return anything you've gone off, even bought in-store.
Change-of-mind returns for in-store purchases are goodwill, not law. The no-reason cancellation right is for distance and online purchases — 14 days under the 2013 Regulations, with exemptions.
If it breaks after 30 days, that's your problem.
Within six months of delivery, the law presumes the fault was there all along and the trader must prove otherwise. You can pursue repair, replacement, price reduction or final rejection — and court claims are possible for up to six years under the Limitation Act 1980.
Faulty goods are the manufacturer's problem — use the warranty.
Your contract is with the retailer, and your Consumer Rights Act remedies are against them. A manufacturer's warranty is an extra on top of, never a replacement for, your statutory rights.
Credit and debit cards protect you the same way.
Only credit cards carry section 75's joint liability for purchases over £100 and up to £30,000 — the card company is on the hook for the full price. Debit cards rely on the voluntary chargeback scheme instead.
What To Do
Stop and Document
Stop using the faulty item, keep packaging, and gather your order confirmation, photos of the fault and any correspondence.
Complain to the Trader in Writing
Cite the Consumer Rights Act 2015 and say which remedy you want — 30-day rejection and refund, repair, replacement or price reduction. Give a reasonable deadline.
Use Your Card Protections
If the trader stalls or has gone bust, claim from your credit card provider under section 75, or ask your bank for a chargeback on a debit card — chargeback schemes have short time limits, so act quickly.
Go to ADR or an Ombudsman
Since 6 April 2026 traders must tell you about alternative dispute resolution arrangements when they respond to a complaint, and ADR providers must be accredited under the Digital Markets, Competition and Consumers Act 2024. Sector ombudsmen are free for consumers.
Report Rogue Traders
Report misleading or aggressive practices to Trading Standards via the Citizens Advice consumer service — banned unfair commercial practices carry criminal and civil consequences under the 2024 Act.
Consider a Court Claim
For unresolved disputes, use the county court money claims service. Most contract claims can be brought up to six years after the breach; small claims up to £10,000 are designed for people without lawyers.
Key Legislation
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Credit Act 1974, s.75
- Digital Markets, Competition and Consumers Act 2024 (unfair trading and ADR)
- Limitation Act 1980, s.5
Useful Contacts
Citizens Advice Consumer Service
Free consumer helpline and the official route into Trading Standards.
Tel: 0808 223 1133
WebsiteReport to Trading Standards
How consumer problems are passed to Trading Standards for enforcement.
WebsiteFinancial Ombudsman Service
Free adjudication of disputes with card providers and banks, including section 75 and chargeback refusals.
Tel: 0800 023 4567
Website