When something you buy goes wrong, knowing which rules apply turns a frustrating argument into a clear, polite request the trader has to take seriously. UK consumer law gives you automatic rights whenever you buy from a business, and those rights cannot be removed by small print. This guide explains how the main rules fit together, what you can ask for at each stage and how to escalate if a trader will not help. It is general information, not legal advice, so for a specific dispute speak to Citizens Advice or a qualified adviser.
The laws behind your rights
Most of your everyday rights come from the Consumer Rights Act 2015, which covers goods, digital content and services bought from a trader. It sets the standards those things must meet and the remedies you can ask for when they fall short. These rights apply automatically, so you do not need to have bought a warranty or signed up to anything to rely on them.
Buying at a distance, such as online, by phone or by mail order, adds a second layer from the Consumer Contracts Regulations 2013. These give you a cancellation period for most purchases and require traders to give you clear information before you commit. Paying by credit card can add a third layer through section 75 of the Consumer Credit Act 1974, which can make the card provider share responsibility with the trader.
The Digital Markets, Competition and Consumers Act 2024 strengthened enforcement and added new protections, including bans on fake reviews and on hiding compulsory fees until late in the buying process. It also sets out new rules for subscription contracts that are being brought in over time, so check Citizens Advice or GOV.UK for which parts are in force when you need them. Your rights are generally strongest when you buy from a business; buying privately from another individual gives you far fewer protections.
- Consumer Rights Act 2015: standards and remedies for goods, digital content and services.
- Consumer Contracts Regulations 2013: information and cancellation rights for online, phone and doorstep sales.
- Consumer Credit Act 1974, section 75: shared liability for some credit card purchases.
- Digital Markets, Competition and Consumers Act 2024: stronger enforcement and newer protections.
Goods: what you are entitled to
Goods you buy from a trader must be of satisfactory quality, fit for purpose and as described. Satisfactory quality takes account of price, appearance, finish, safety and durability, so a cheap item is not expected to last as long as an expensive one, but it still has to be reasonable. If you told the seller you needed the item for a particular job and they said it would do it, it must be fit for that purpose.
In the first 30 days after you take ownership and delivery, you have a short-term right to reject faulty goods and receive a full refund. After that, the trader normally gets one opportunity to repair or replace the item. If the repair or replacement fails or is not possible, you can then ask for a price reduction or reject the item for a refund, which may be reduced to reflect the use you have had.
Timing matters for proof. If a fault appears within six months of delivery, it is presumed to have been there from the start unless the trader can show otherwise. After six months, you usually need to show the fault was present at delivery, for example with an independent report. You can generally bring a claim for up to six years after the problem arose in England, Wales and Northern Ireland, and five years in Scotland, although what is reasonable depends on how long the item should last.
- 0–30 days: short-term right to reject for a full refund.
- After 30 days: one repair or replacement, then a price reduction or final right to reject.
- Up to six months: the fault is presumed to have been present at delivery.
- After six months: you usually need to show the fault was inherent.
Digital content and services
Digital content includes paid apps, games, downloaded films, music, ebooks and software. It must meet the same three standards as goods: satisfactory quality, fit for purpose and as described. If it does not, you can ask for a repair or replacement, and if that fails you can ask for a price reduction, which can be up to the full amount. There is no automatic 30-day right to reject digital content in the way there is for physical goods.
If digital content you got from a trader damages your device or other digital content, and the trader did not use reasonable care and skill, you can ask for a repair or compensation. This can apply even if the content itself was free, for example a free update. Keep a note of when the problem started and any error messages, because that evidence helps show the cause.
Services, such as building work, hairdressing, repairs or cleaning, must be carried out with reasonable care and skill. If no price or completion date was agreed, the trader must charge a reasonable price and finish within a reasonable time. Anything the trader said or wrote that you relied on, such as a promised finish date, can become part of the contract. When a service falls short, your first remedy is to ask for the work to be put right at no extra cost, and if that is not possible or not done in reasonable time, you can ask for a price reduction.
| Situation | Main rule | What you can usually ask for |
|---|---|---|
| Faulty goods within 30 days | Consumer Rights Act 2015 short-term right to reject | A full refund, or a repair or replacement if you prefer |
| Faulty goods after 30 days | Consumer Rights Act 2015 | One repair or replacement, then a price reduction or refund |
| Faulty paid digital content | Consumer Rights Act 2015 | Repair or replacement, then a price reduction up to the full price |
| Poor workmanship or service | Consumer Rights Act 2015 reasonable care and skill | The work redone properly, then a price reduction |
| Changed your mind about an online order | Consumer Contracts Regulations 2013 | Cancellation within 14 days and a refund, unless the item is excluded |
| Parcel lost or damaged in transit | Consumer Rights Act 2015 delivery and risk rules | Redelivery, replacement or a refund from the trader |
| Trader will not help and you paid by credit card | Consumer Credit Act 1974 section 75 | A claim against the card provider for items over £100 and up to £30,000 |
| Trader will not help and you paid by debit card | Card scheme chargeback rules | Your bank to attempt to reverse the payment |
Buying online, by phone or at your door
For most goods bought at a distance, you can cancel for any reason within 14 days starting the day after you receive them, and you then have a further 14 days to send them back. The trader must refund you, including the cost of the cheapest standard delivery option, within 14 days of receiving the goods back or of you providing evidence that you have returned them. You may have to pay the cost of returning goods unless the trader has said it will pay.
Some purchases are excluded from change-of-mind cancellation. These include personalised or made-to-measure items, perishable goods, sealed hygiene or health items once unsealed, and sealed audio, video or software once unsealed. For digital content downloaded or streamed straight away, you usually lose the right to cancel once the download starts, provided you agreed to that and acknowledged you were giving up the right.
For services bought at a distance, the cancellation period is 14 days from the day the contract is made. If you ask the trader to start within that period and then cancel, you may have to pay for what has already been provided. If a trader fails to tell you about your cancellation rights, the period can be extended, so check the paperwork you were given.
- Keep the order confirmation and any cancellation information the trader sent.
- Cancel in writing so you have a dated record.
- Use tracked postage for returns and keep the receipt.
- Handle goods only as you would in a shop, as excessive handling can reduce your refund.
Deliveries and faulty or missing parcels
When you buy from a trader, the goods remain their responsibility until they are in your physical possession or that of someone you nominated. That means a parcel lost or damaged in transit is usually the trader's problem to solve, not the courier's and not yours. The exception is if you arranged your own courier that the trader did not offer.
If no delivery date was agreed, goods should be delivered without undue delay and within 30 days. If a delivery date was essential, for example a dress for a wedding, and the trader misses it, you may be able to treat the contract as ended and get a refund. If the date was not essential, you can set a reasonable new deadline and cancel if that is missed too.
A photograph left by a courier is not always proof that you received the item, particularly if it shows the wrong door. Report a missing or damaged parcel to the seller in writing as soon as you can and ask them to trace it or send a replacement. Keep screenshots of tracking pages, because they sometimes change or disappear after a few weeks.
Payment protection: credit cards, debit cards and more
How you paid can give you another route to your money back. Under section 75 of the Consumer Credit Act 1974, if you paid at least partly by credit card for a single item costing more than £100 and not more than £30,000, the card provider can be equally liable with the trader for breach of contract or misrepresentation. This is especially useful when a trader refuses to engage or has gone out of business.
Chargeback is a different process that applies to debit cards, prepaid cards and credit card purchases outside section 75. It is based on card scheme rules rather than law, so it is not a legal right, but banks commonly use it for goods not received, faulty goods and payments taken after cancellation. Card schemes set time limits, so contact your bank as soon as you realise you need help.
Other payment methods offer different levels of protection. Bank transfers usually have much weaker protection unless you were tricked by a scammer, in which case report it to your bank straight away. Buy now pay later and payment services such as online wallets have their own dispute processes and rules that can change, so check the provider's terms and ask for help early.
- Credit card over £100 per item: consider a section 75 claim.
- Debit card or smaller credit card payment: ask about chargeback.
- Direct debit taken wrongly: claim under the Direct Debit Guarantee.
- Possible scam: contact your bank immediately and report it to Report Fraud, or to Police Scotland in Scotland.
Subscriptions and ongoing contracts
Subscriptions, memberships and ongoing contracts such as phone and broadband deals are governed by their contract terms as well as by consumer law. Terms must be fair and transparent, and important terms such as automatic renewals, minimum periods and price rises should be made clear. A term that is hidden or unfairly one-sided may not be binding on you.
Before you sign up, note the minimum term, the notice period, how to cancel and whether a free trial turns into a paid plan automatically. Save a copy of the terms at sign-up, because they may be changed later. The Digital Markets, Competition and Consumers Act 2024 includes new rules on reminders, easy exits and cooling-off periods for subscriptions, which are being introduced in stages, so check the latest position on GOV.UK or with Citizens Advice.
Regulated sectors have extra rules. Phone and broadband providers, for example, are regulated by Ofcom, and energy suppliers by Ofgem, and both sectors have ombudsman schemes for unresolved complaints. If a provider changes its terms in a way that affects you, read the notice carefully, because it may explain whether you can leave without paying an exit fee.
Complaining effectively and escalating
Start with the trader, in writing, and be specific. Say what you bought and when, what has gone wrong, which right you are relying on and what you want, such as a refund, repair or replacement. Give a reasonable deadline, often 14 days, and keep copies of everything, including photos and a log of calls.
If the trader does not resolve it, find out whether it belongs to an alternative dispute resolution scheme or an ombudsman. In regulated sectors such as energy, communications and financial services, you can usually take your complaint to the ombudsman after eight weeks or once you receive a final response, often called a deadlock letter. Section 75 and chargeback disputes with your card provider can go to the Financial Ombudsman Service if the provider rejects them.
Where no scheme exists or the trader refuses to take part, you may be able to make a claim through the small claims process in court. Before you do, send a formal letter before claim, check the trader is still trading and consider whether you could realistically recover the money. Citizens Advice can also pass details of traders who may be breaking the law to Trading Standards, which helps protect other people even if it does not resolve your individual case.
- Stage 1: written complaint to the trader with evidence and a deadline.
- Stage 2: the trader's formal complaints procedure and a final response.
- Stage 3: ombudsman, ADR scheme or card provider claim.
- Stage 4: small claims court as a last resort.
Keeping evidence and staying safe
Good records win disputes. Keep receipts, order confirmations, bank statements, adverts or product listings, delivery tracking and all correspondence. Photograph faults clearly with the date visible where possible, and save web pages as PDFs, because listings are often edited later.
Watch out for scams linked to complaints. Fraudsters sometimes pose as retailers, couriers or refund departments and ask for card details or remote access to your device. Only contact a company using details you have found yourself, never click links in unexpected messages about refunds and report suspected fraud to Report Fraud, or to Police Scotland in Scotland.
Finally, know when to get help. Citizens Advice can explain your rights and help you draft letters, and in Scotland Advice Direct Scotland offers consumer advice, while in Northern Ireland Consumerline does the same. For high-value disputes or claims involving contracts with complicated terms, a solicitor or other qualified adviser may be worth consulting before you go further.
Key terms explained
- Trader
- A business or person selling in the course of a business. Most consumer rights apply only when you buy from a trader.
- Satisfactory quality
- The standard a reasonable person would expect, taking account of price, description, appearance, safety and durability.
- Short-term right to reject
- Your right to return faulty goods for a full refund within 30 days of ownership and delivery, with shorter periods for perishable goods.
- Final right to reject
- Your right to return goods for a refund after a repair or replacement has failed or was not possible. The refund may be reduced for use.
- Digital content
- Data produced and supplied in digital form, such as apps, games, software, ebooks, music and downloaded films.
- Cancellation period
- The 14-day period in which you can cancel most distance or doorstep purchases for any reason under the Consumer Contracts Regulations.
- Section 75
- A rule in the Consumer Credit Act 1974 that can make a credit card provider jointly liable with the trader for certain purchases.
- Chargeback
- A card scheme process your bank can use to try to reverse a card payment. It is not a legal right but is widely used.
- ADR
- Alternative dispute resolution: an independent scheme that helps settle a complaint without going to court.
- Ombudsman
- An independent body that reviews complaints about firms in a particular sector, such as energy, communications or financial services.
- Deadlock letter
- A final response from a firm saying it will not change its decision, which often lets you take the complaint to an ombudsman.
- Letter before claim
- A formal letter warning a trader that you intend to start court proceedings if the dispute is not settled by a set date.
Common mistakes to avoid
- Complaining only by phone leaves no record, so always follow up in writing and keep copies.
- Accepting a repair when you are still within 30 days can use up your short-term right to reject, so decide what you want before agreeing.
- Going to the manufacturer instead of the retailer can slow things down, because your legal rights are against the trader who sold you the item.
- Waiting months to report a fault makes it harder to prove, so report problems as soon as you notice them.
- Clicking a refund link in an unexpected text or email can lead to a scam, so contact the company using details you have found yourself.
Frequently asked questions
Does a shop have to give me a refund if I change my mind in store?
No, there is no legal right to return non-faulty goods bought in a shop just because you changed your mind. Many shops offer this as a goodwill policy, and if they do, they must stick to the terms they advertise. Online and phone purchases are different, because most come with a 14-day cancellation period.
Can a trader insist I deal with the manufacturer?
No, your contract is with the retailer, so your Consumer Rights Act claim is against them. You can choose to use a manufacturer's guarantee if it suits you, but you do not have to. Politely remind the retailer that your statutory rights are against the seller.
Does a no refunds sign mean I have no rights?
No, a trader cannot remove your statutory rights with a notice or small print. A no refunds policy can only apply to change-of-mind returns, not to goods that are faulty, unfit for purpose or not as described. Signs that suggest otherwise may be misleading, and Citizens Advice can pass details to Trading Standards.
Do I need the original packaging to return a faulty item?
Usually not, because your rights for faulty goods do not depend on keeping packaging. You do need proof of purchase, which can be a receipt, bank statement or order confirmation. For change-of-mind returns, the trader's own policy may ask for items to be in their original condition.
What rights do I have when buying from a private seller?
Far fewer than when buying from a trader. Goods bought privately must match their description and the seller must have the right to sell them, but the quality and fitness rules do not apply in the same way. Ask plenty of questions, get the description in writing and consider paying in a way that offers some protection.
How long does a trader have to repair or replace something?
The law says repairs or replacements must be done within a reasonable time and without significant inconvenience to you. What counts as reasonable depends on the item and how much you rely on it. If the trader takes too long, you can move on to asking for a price reduction or a refund.