Your consumer rights: the Consumer Rights Act explained
Last checked November 2026. Offers and rules change: confirm with the provider before you rely on them.
When you buy from a business anywhere in the UK, the Consumer Rights Act 2015 says the goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a refund, repair or replacement from the shop that sold them, whatever its own policy says.
The three tests every purchase must pass
- Satisfactory quality. Not faulty or damaged, and as durable as a reasonable person would expect for the price. A £15 kettle and a £90 kettle are judged differently, but both must boil water safely for a sensible length of time.
- Fit for purpose. It must do the job such goods are normally used for, and any particular job you told the seller you needed it for before buying.
- As described. It must match the description, the picture, the sample or the model you were shown.
These rights apply to new and second-hand goods, to sale items, and to things bought in a shop, online, by phone or on your doorstep. They are rights against the retailer, not the manufacturer, so a shop cannot fob you off by telling you to "contact the maker".
What you can ask for, and when
| Time since you got the goods | Your right if they are faulty |
|---|---|
| First 30 days | Reject the goods and get a full refund (the "short-term right to reject"). The period is shorter for things that would not last 30 days, such as fresh food. |
| After 30 days, up to six months | The retailer gets one chance to repair or replace. If that fails, you can ask for a refund or a price reduction. The fault is assumed to have been there from the start unless the retailer can prove otherwise. |
| After six months | You still have rights, but it may be up to you to show the fault was there when you bought it, for example with an engineer's report. Any refund can be reduced to allow for the use you have had. |
In the first six months a refund after a failed repair should normally be in full, with no deduction for use. Motor vehicles are the main exception.
How long do the rights last?
You can bring a claim for faulty goods for up to six years after purchase in England, Wales and Northern Ireland, and up to five years from when you discovered the problem in Scotland. That does not mean everything must last six years. It means that if something fails sooner than a reasonable person would expect, you can still raise it with the retailer long after a one-year guarantee has run out.
What the Act does not cover
- Changing your mind in a shop. If there is nothing wrong with the goods, a high-street shop does not have to take them back. Many do as a goodwill policy. Online, phone and doorstep purchases are different; see returns and refunds.
- Faults you were told about before you bought, or should have seen if you examined the item.
- Damage you caused, or ordinary wear and tear.
- Private sales. If you buy from a private individual, the goods need only be as described. See buying on marketplaces.
Services and digital content
The Act also covers services, from a boiler repair to a haircut. A service must be carried out with reasonable care and skill, for a reasonable price if none was agreed, and within a reasonable time. If it is not, you can ask the trader to put it right or, where that is not possible, to give some money back.
Digital content such as downloaded films, e-books and apps must also be of satisfactory quality, fit for purpose and as described.
How to complain and get a result
- Stop using the item and find your proof of purchase. A receipt is best, but a bank or card statement will do.
- Contact the retailer promptly. Say what is wrong and what you would like: a refund, a repair or a replacement. Stay calm and factual.
- Put it in writing if a conversation does not settle it. An email or letter saying "under the Consumer Rights Act 2015 the goods are not of satisfactory quality" shows you know where you stand. Keep copies.
- Use your card protection. If the retailer refuses or has disappeared, your credit or debit card provider may help; see paying safely online.
- Get free advice. See below.
- As a last resort, some traders belong to a dispute-resolution or ombudsman scheme, and the small claims process in the courts is designed to be used without a solicitor.
Where to get free help
- England and Wales: the Citizens Advice consumer helpline, 0808 223 1133 (Welsh language 0808 223 1144), Monday to Friday, 9am to 5pm. The helpline can also pass reports to Trading Standards, which you cannot normally contact directly. More on the Citizens Advice website.
- Scotland: Advice Direct Scotland, 0808 164 6000, or advice.scot.
- Northern Ireland: Consumerline, 0300 123 6262.
These numbers are the ones listed on gov.uk at the time of writing (November 2026). Which? also publishes free template complaint letters on its consumer rights pages.
Buying larger items
These rights matter most on expensive purchases such as riser recliner chairs, mobility scooters and adjustable beds. Keep every piece of paperwork, and if a salesperson made a promise that persuaded you to buy, ask for it in writing.
Common questions
Do I need the receipt to return a faulty item?
You need proof of purchase, but it does not have to be the till receipt. A bank statement, card statement or order confirmation email is acceptable.
The shop says sale items cannot be returned. Is that right?
Only if you have simply changed your mind. If a sale item is faulty, you have exactly the same rights as with a full-price one, unless the fault was pointed out as the reason for the reduction.
Can the shop insist on giving me a credit note?
Not for faulty goods. If you are entitled to a refund under the Act, you can ask for your money back by the method you paid.
Does the 30-day rule apply to second-hand goods?
Yes, if you bought from a business, including a charity shop, though what counts as satisfactory takes account of age and price. See charity shops and second-hand.