Consumer Rights in the UK: What You're Entitled To

The Consumer Rights Act 2015 is your legal shield against dodgy products, poor service, and companies that refuse refunds. This guide explains your rights in plain English and how to enforce them.

The Consumer Rights Act 2015: The Basics

The Act replaced three older laws and gave consumers stronger protections. It covers:

• Goods (physical products you buy)
• Services (work done for you)
• Digital content (apps, software, downloads)

Your Rights When Buying Goods

When you buy something, it must be:

1. Satisfactory quality – Not broken, damaged, or faulty
2. Fit for purpose – Does what it's supposed to do
3. As described – Matches the description, photo, or sample

If it doesn't meet these standards, you have the right to:

• 30 days: Full refund, no questions asked
• 6 months: Repair, replacement, or partial refund
• 6 years: Claim for defects that should have lasted longer

Your Rights When Buying Services

When you pay for a service (plumber, hairdresser, car repair), it must be:

1. Performed with reasonable care and skill
2. Completed within a reasonable time (if no deadline was agreed)
3. Charged at a reasonable price (if no price was agreed)

If the service is poor, you can:

• Ask them to redo it for free
• Get a partial refund
• Hire someone else and claim the cost back

Your Rights with Digital Content

Digital products (apps, music, ebooks, software) must be:

1. Satisfactory quality
2. Fit for purpose
3. As described

If they're faulty, you can:

• 30 days: Full refund
• After 30 days: Repair or replacement

When Can You Get a Refund?

Full Refund (30 Days)

If a product is faulty, not as described, or unfit for purpose, you have 30 days from delivery to reject it and get a full refund.

Example: You buy a laptop advertised as "brand new," but it arrives with scratches and a missing key. You can return it within 30 days for a full refund.

Partial Refund (After 30 Days)

After 30 days, you can still claim a refund, but the retailer can deduct money for the use you've had from it.

Example: A washing machine breaks after 3 months. The retailer must repair or replace it. If they can't, you get a partial refund.

No Refund (Changed Your Mind)

If you simply change your mind, you have no legal right to a refund—unless:

• You bought online (14-day cooling-off period)
• The retailer offers a returns policy (check their terms)

Section 75: Credit Card Protection

If you paid by credit card and spent between £100 and £30,000, your credit card company is jointly liable with the retailer under Section 75 of the Consumer Credit Act.

What this means:

• If the retailer goes bust, your card company must refund you
• If the product is faulty and the retailer refuses a refund, your card company must pay you back
• If you were mis-sold something, your card company is liable

How to claim:

1. Contact your credit card company (not the retailer)
2. Explain the problem and provide evidence
3. They must investigate and respond within 8 weeks
4. If they refuse, escalate to the Financial Ombudsman Service

Example: You book a holiday for £2,000 on your credit card. The travel company goes bust. Your credit card company must refund you the full £2,000.

Chargeback: Debit Card Protection

If you paid by debit card, you don't have Section 75 protection, but you can use chargeback.

Chargeback is a scheme run by Visa, Mastercard, and other card networks. It's not a legal right, but most banks honor it.

When to use chargeback:

• The item never arrived
• The item was faulty or not as described
• You were charged twice
• The company went bust before delivering

Time limit: Usually 120 days from the transaction date.

How to Enforce Your Rights

Step 1: Contact the Retailer

Start with a polite but firm email or letter. Include:

• What you bought and when
• What's wrong with it
• What you want (refund, repair, replacement)
• A deadline (e.g., "I expect a response within 14 days")

Step 2: Escalate to Trading Standards

If the retailer ignores you, report them to Citizens Advice Consumer Service (0808 223 1133). They'll log your complaint and may investigate.

Step 3: Use Alternative Dispute Resolution (ADR)

Many industries have free ADR schemes:

• Retail ADR (shops)
• CISAS (telecoms)
• Ombudsman Services (energy, property)

Step 4: Small Claims Court

If all else fails, you can sue in small claims court (up to £10,000 in England/Wales). It costs £25-£455 depending on the claim size.

Common Myths Debunked

"You must return faulty goods to the manufacturer"

False. Your contract is with the retailer, not the manufacturer. The retailer must sort it out.

"No refunds on sale items"

False. Sale items have the same rights as full-price items. If they're faulty, you get a refund.

"You must have a receipt"

False. A receipt helps, but bank statements, emails, or witness testimony can prove purchase.

"Retailers can refuse refunds after 30 days"

False. You have up to 6 years to claim for defects (5 years in Scotland).

Need Help Enforcing Your Rights?

Complaint Monkey generates professional, legally-backed complaint letters that reference the Consumer Rights Act 2015. We'll make sure retailers know you mean business.

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