Drepturile dumneavoastră ca consumator
Consumer law in England gives you powerful protections whenever you buy goods, services, or digital content. The Consumer Rights Act 2015 is your main shield, setting out clear rules about quality, fitness for purpose, and your remedies when things go wrong. Additional protections apply when you shop online, buy on credit, or deal with unfair contract terms.
Last updated: 2025-03-01
Your Rights
Goods Must Be of Satisfactory Quality
Everything you buy must meet the standard a reasonable person would consider satisfactory, taking into account the price, description, and any other relevant circumstances. This covers appearance, finish, freedom from defects, safety, and durability.
Goods Must Be Fit for Purpose
If you tell the seller you need goods for a particular purpose (or it's obvious what they're for), the goods must be fit for that purpose. If a shop assistant recommends a product for a specific use and it fails, you have a claim.
Goods Must Match Their Description
If you buy something based on a description (online, in a catalogue, or verbally in-store), it must match that description. This includes materials, dimensions, and features.
30-Day Right to Reject
If goods are faulty, you have a short-term right to reject them within 30 days of delivery/purchase for a full refund. After 30 days, you must give the retailer one opportunity to repair or replace before you can claim a refund.
Online Shopping: 14-Day Cooling-Off Period
When you buy online, by phone, or by mail order, you have 14 days from delivery to cancel for any reason — you don't need to give a reason. The seller must refund you within 14 days of receiving the returned goods.
Services Must Be Performed with Reasonable Care and Skill
Any service you pay for must be carried out with reasonable care and skill. If it isn't, you have the right to ask for the service to be performed again at no extra cost, or to receive a price reduction.
Section 75 Credit Card Protection
If you pay for goods or services costing between £100 and £30,000 using a credit card, the card company is jointly liable with the seller. This means you can claim against the card company if the seller goes bust or won't help.
Common Myths
Shops can refuse refunds by saying 'no refunds on sale items.'
Your statutory rights apply to sale items just as they do to full-price goods. If sale goods are faulty, you're entitled to a refund, repair, or replacement.
You need a receipt to get a refund.
While a receipt is helpful, you can use any proof of purchase — a bank statement, credit card record, or even a witness.
The manufacturer is responsible for faulty goods.
Your contract is with the retailer, not the manufacturer. The retailer is responsible for providing a remedy. They cannot tell you to 'contact the manufacturer.'
You can always return goods within 28 days.
There is no automatic 28-day return right for in-store purchases of non-faulty goods. Many shops offer this as goodwill, but it's not a legal requirement. The 14-day cooling-off period only applies to online/phone/mail order purchases.
What To Do
Act Quickly
If goods are faulty, report the issue to the retailer as soon as possible. You have the strongest rights in the first 30 days.
Contact the Retailer in Writing
Email or write to the retailer explaining the problem. Keep a copy. State what remedy you want (refund, repair, or replacement).
Know Your Remedy Tiers
Within 30 days: full refund. After 30 days: one chance to repair/replace. If that fails: partial or full refund. After 6 months: you may need to prove the fault was present at purchase.
Use Section 75 if Applicable
If you paid by credit card and the goods cost between £100–£30,000, contact your credit card company. They are jointly liable.
Escalate to Alternative Dispute Resolution
If the retailer won't help, contact a relevant ombudsman or ADR scheme. For online purchases from EU/UK traders, you can use the ODR platform.
Key Legislation
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Credit Act 1974
- Supply of Goods and Services Act 1982