Consumer Rights — Your Rights in Plain English

Buying goods or services should be straightforward, but when an item breaks, fails to arrive, or does not match what you were promised, UK consumer law protects you. The Consumer Rights Act 2015 sets out clear standards that retailers and service providers must meet, giving you remedies when things go wrong.

When you purchase physical goods, they must be as described, fit for purpose, and of satisfactory quality. If a product fails to meet these standards, your rights depend on how long you have owned it.

If you discover a fault within 30 days of purchase or delivery, you have the legal right to reject the item and request a full refund.

If the fault appears between 30 days and 6 months, the retailer has one opportunity to repair or replace the item. If the repair or replacement is unsuccessful, takes an unreasonable amount of time, or causes significant inconvenience, you can ask for a full refund or a partial refund while keeping the item. During these first six months, the law assumes the fault was present when you bought the item, unless the seller can prove otherwise.

After six months, you can still claim a repair, replacement, or partial refund if the item was expected to last longer. However, the onus shifts to you to show that the fault was caused by a manufacturing defect rather than normal wear and tear.

Digital content, such as software, downloads, and streaming media, carries similar protections. If digital content is faulty or damages your device, you are entitled to a repair, replacement, or compensation.

When hiring a trader or service provider, the work must be carried out with reasonable care and skill, completed within a reasonable time, and charged at a reasonable price if no fee was agreed beforehand. If the service falls short, the trader should redo the work at no extra cost or offer a price reduction.

For items bought online, over the phone, or by mail order, the Consumer Contracts Regulations give you a 14-day cooling-off period. You can cancel your order and request a refund for any reason within 14 days of receiving your goods.

If you run into a dispute with a seller, contact them directly first to explain the issue and state the outcome you expect. Should you need further help or want to report a trader, you can call the Citizens Advice consumer helpline on 0808 223 1133 (or 0808 223 1144 for Welsh speakers). You can also find step-by-step guidance on the Citizens Advice Consumer Service and on GOV.UK's consumer protection guide.