Consumer rights: faulty goods, poor services and online purchases

When you buy something from a business, the law gives you rights that the trader cannot take away. This guide explains the main rules for consumers in England and Wales, with links to the legislation and official guidance. It is general information, not advice on your situation.

The Consumer Rights Act 2015

Most consumer contracts are covered by the Consumer Rights Act 2015 (opens in a new tab). It applies when an individual buys goods, digital content or services from a trader for purposes wholly or mainly outside their trade, business or profession. Private sales between individuals are not covered in the same way.

Your rights when you buy goods

Goods must be:

• of satisfactory quality, meaning they meet the standard a reasonable person would consider satisfactory, taking into account the price, description and other relevant circumstances (section 9)
• fit for a particular purpose that you made known to the trader before buying (section 10)
• as described (section 11), and match any sample or model you were shown

Goods must also be installed correctly if installation is part of the contract.

The 30-day short-term right to reject

If goods do not meet these standards, you generally have a short-term right to reject them and get a full refund. Under section 22 of the Act (opens in a new tab), the period is normally 30 days, starting from the later of when ownership passes to you, the goods are delivered, and the trader tells you any installation is complete. For perishable goods the period may be shorter.

To exercise the right, make it clear to the trader that you are rejecting the goods. Once you reject, the trader must give a refund without undue delay, and within 14 days of agreeing you are entitled to one.

After 30 days: repair or replacement

Outside the 30-day period, or if you choose, you can ask for a repair or replacement under section 23. The trader must do this within a reasonable time and without significant inconvenience to you, and must bear the costs.

If repair or replacement is impossible, or one attempt has failed, or the trader does not do it within a reasonable time, you can move to the next tier of remedies under section 24:

• a price reduction, keeping the goods, or
• the final right to reject, returning the goods for a refund

If you use the final right to reject more than six months after delivery, the trader may make a deduction from the refund to reflect the use you have had. There are special rules for motor vehicles.

The six-month presumption

Under section 19 of the Act, if a fault appears within six months of delivery, it is presumed to have been there at delivery unless the trader proves otherwise, or the presumption is incompatible with the nature of the goods or the fault. After six months, you may need to show that the fault was present at delivery, for example with an independent report.

Digital content

The Act gives similar protection for digital content, such as downloads, apps, games and streamed content that you pay for. It must be of satisfactory quality, fit for purpose and as described. Remedies include repair or replacement and, if that fails, a price reduction. If faulty digital content damages your device or other digital content, the trader may have to repair the damage or pay compensation.

Your rights when you pay for a service

Services must be performed with reasonable care and skill (section 49). If no price was agreed, you should pay only a reasonable price, and if no time was agreed, the service should be carried out within a reasonable time. Anything the trader said about the service that you relied on can also be binding.

If a service falls short, your first remedy is to ask the trader to perform it again properly, at no cost to you. If that is impossible or is not done within a reasonable time and without significant inconvenience, you can ask for a price reduction, which in some cases can be a full refund.

Buying online, by phone or away from a shop

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (opens in a new tab) give extra protection when you buy at a distance, such as online, or off-premises, such as on your doorstep.

For most goods bought online, you have a 14-day cancellation period that starts the day after you receive the goods. You do not need a reason, and the goods do not need to be faulty. Once you cancel, you have a further 14 days to send the goods back, and the trader must refund you, normally within 14 days of receiving the goods back or evidence that you sent them. You may have to pay the cost of returning goods if the trader told you so before you bought.

There are exceptions, including goods made to your specifications or clearly personalised, perishable goods, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. For services, the 14 days normally start when the contract is made, and if you ask for the service to start within that period, you may have to pay for what has been provided.

If the trader did not give you the required cancellation information, the cancellation period can be extended by up to 12 months.

Paying by credit card: section 75

If you paid by credit card for a single item or service costing more than £100 and not more than £30,000, section 75 of the Consumer Credit Act 1974 (opens in a new tab) can make the card provider jointly responsible with the trader for a breach of contract or misrepresentation. This can be valuable if the trader stops responding or goes out of business. Debit card and some credit card payments may also be covered by a voluntary "chargeback" scheme run by the card networks. Chargeback is not a legal right, and banks apply time limits.

How to complain effectively

• Contact the trader promptly and explain what is wrong and what you want: a refund, repair, replacement or price reduction.
• Put the complaint in writing and keep copies, receipts, photos and screenshots.
• Refer to the relevant section of the Consumer Rights Act 2015.
• Give a reasonable deadline for a response.
• If the trader belongs to an alternative dispute resolution scheme or ombudsman, ask for a referral.
• As a last resort, consider a claim in the county court. Our small claims guide explains the process.

Where to get help

The Citizens Advice consumer helpline and website (opens in a new tab) give free advice and can pass details to Trading Standards. GOV.UK also has an overview of consumer protection rights (opens in a new tab). To find a solicitor, search the Law Society's Find a Solicitor (opens in a new tab) and check any firm on the SRA register (opens in a new tab). Our free legal help page lists free options.

Sources

1. Consumer Rights Act 2015 (opens in a new tab) (legislation.gov.uk)
2. section 22 of the Act (opens in a new tab) (legislation.gov.uk)
3. Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (opens in a new tab) (legislation.gov.uk)
4. section 75 of the Consumer Credit Act 1974 (opens in a new tab) (legislation.gov.uk)
5. Citizens Advice consumer helpline and website (opens in a new tab) (citizensadvice.org.uk)
6. consumer protection rights (opens in a new tab) (gov.uk)
7. Law Society's Find a Solicitor (opens in a new tab) (solicitors.lawsociety.org.uk)
8. SRA register (opens in a new tab) (sra.org.uk)

Sources checked for the update dated 15 October 2026. Spotted an error? Tell us and read how we handle corrections.