Consumer Rights

Consumer Rights — Faulty Goods, Refunds & Your Rights Under the CRA 2015

26 May 2025 ⏱ 11 min read 🇬🇧 England & Wales Last reviewed: May 2025

Millions of pounds of consumer refunds go unclaimed every year because people do not know their rights — or accept retailer excuses that have no legal basis. The Consumer Rights Act 2015 gives you clear, powerful protections when goods are faulty, not as described, or not fit for purpose. A "no refund" sign, a "no returns after 14 days" policy, or a retailer pointing you to the manufacturer's warranty cannot override your statutory rights. This guide explains exactly what you are owed and how to get it.

The Three Standards Goods Must Meet

Under the Consumer Rights Act 2015 (which applies to purchases made on or after 1 October 2015), goods sold to consumers by businesses must meet three key standards:

1. Satisfactory Quality

Goods must meet the standard that a reasonable person would consider satisfactory, taking into account the price and any description. This covers appearance and finish, freedom from minor defects, safety, and durability. A new washing machine that breaks down after three months is not of satisfactory quality. A car sold as "used — some cosmetic wear" may have scratches but should not have hidden mechanical defects. The standard applies even if the retailer sells the goods honestly and does not know about the defect.

2. Fit for Purpose

Goods must be fit for any purpose that is obvious from the circumstances, and for any specific purpose that you made known to the retailer before buying. If you told a retailer you needed waterproof boots for hiking and they sold you boots that are not waterproof, they are not fit for the purpose you specified — even if they would be fit for general use.

3. As Described

Goods must match any description given by the retailer — whether on the label, in an advertisement, online listing, or verbal description. A television advertised as "55 inches" must be 55 inches. An "original vintage" item must be original and vintage. A "leather sofa" must be leather. Inaccurate description is a breach of contract regardless of whether the discrepancy was intentional.

Use our Faulty Goods Rights Checker to find out exactly what remedy you are entitled to based on when you bought and what went wrong.

The Timeline of Rights — What You Can Claim and When

📅 Your Rights Timeline at a Glance

Day 1–30: Short-term right to reject — full refund, no repair or replacement required
Day 31 to 6 months: One repair or replacement attempt; if unsuccessful, full or partial refund
6 months to 6 years: Can still claim but must prove fault existed at purchase

The 30-Day Short-Term Right to Reject

Within 30 days of purchase (or delivery, or completion of installation), you have an absolute right to reject faulty goods and receive a full refund. The retailer cannot insist on a repair or replacement during this window — it is your choice whether to accept a fix or demand your money back. The refund must be given within 14 days of the retailer receiving the goods back.

The 30-day period is paused if you ask for a repair during that time — the clock stops while the repair is carried out and restarts when the goods are returned to you. If the repair takes three weeks, you effectively get an additional three weeks to exercise the short-term rejection right after the repair.

Six Months — The Presumption of Pre-Existing Fault

Between 30 days and six months after purchase, if goods develop a fault, the law presumes the fault existed at the time of purchase — you do not need to prove it. The retailer must disprove this presumption (show that the fault arose after purchase due to fair wear and tear, misuse, or accidental damage) if they want to reject your claim. In practice, this means you are in a strong position for most faults that arise within six months.

During this period, the retailer has one attempt to repair or replace the goods. If the repair fails, the replacement is also faulty, or repair/replacement is not possible, you are then entitled to a refund — which may be reduced to account for the use you have had of the goods (a "deduction for usage").

Six Months to Six Years — Still Possible, Harder to Claim

After six months, the presumption of pre-existing fault no longer applies — you must prove that the defect existed at the time of purchase, not that it developed through normal use. For complex goods (electronics, white goods, vehicles), this often requires an independent expert report or evidence from a manufacturer that the design or materials were defective. It becomes progressively harder to claim as time passes, but for high-value goods that fail prematurely, claims between six months and six years remain viable and worthwhile.

What Retailers Cannot Say to You

A significant number of retailers try to avoid their obligations by making statements that have no legal force. You should know the following:

"No refunds" signs — have no legal effect on your statutory rights. A sign saying "no refunds on sale items" does not remove your right to a refund for faulty goods, regardless of whether they were on sale.
"Returns only within 14 days" — this is a returns policy (for change of mind purchases) not a statement about your statutory rights for faulty goods. Your 30-day short-term rejection right exists independently of any shop returns policy.
"Contact the manufacturer" — your rights are against the retailer, not the manufacturer. A manufacturer's warranty is an additional benefit — it does not replace your statutory rights against the shop you bought from. The retailer cannot legally redirect you to the manufacturer for a statutory rights claim.
"It's accidental damage, so not covered" — the retailer must prove the damage was accidental or caused by misuse. A retailer who says this without evidence to support it is not fulfilling their obligations.
"You should have taken out extended warranty" — an extended warranty is an optional add-on. Your statutory rights are entirely separate and do not depend on whether you purchased additional warranty cover.

Online Purchases — The 14-Day Cancellation Right

Purchases made online, by phone, or otherwise "at a distance" give you an additional right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: a 14-day "cooling off" right to cancel for any reason — you do not need to give a reason and the goods do not need to be faulty. This right is entirely separate from your Consumer Rights Act rights for faulty goods and gives you even more flexibility for online purchases.

The 14-day cancellation right starts the day after you receive the goods. Within 14 days of cancelling, you must return the goods (the retailer can charge return postage costs if they disclosed this policy). The retailer must refund you within 14 days of receiving the goods back or receiving evidence you have sent them. Certain items are excluded — personalised goods, perishables, sealed audio/video/software opened after delivery, and intimate items for hygiene reasons.

Second-Hand Goods and Marketplace Sellers

The Consumer Rights Act applies to all sales by traders to consumers. This includes purchases from Amazon Marketplace sellers (where the seller is a business), Facebook Marketplace business sellers, and eBay PowerSellers. Private sales (one individual selling to another) are not covered — caveat emptor (buyer beware) applies, and the seller's obligation is only not to actively misrepresent the goods.

For second-hand goods sold by traders, the same three standards apply (satisfactory quality, fit for purpose, as described), but "satisfactory quality" is assessed in the context of the age, condition, and price of the item. A 10-year-old used car is not expected to perform like a new car — but it must be in the condition a reasonable person would expect given its age, mileage, price, and any description provided.

Digital Content and Software

The Consumer Rights Act 2015 also covers digital content (downloaded music, films, software, apps, e-books) purchased from businesses. Digital content must also be of satisfactory quality, fit for purpose, and as described. If digital content is faulty, you are entitled to a repair or replacement; if that is not possible or fails, a full or partial refund.

For subscription services (streaming platforms, SaaS software), the rules are more complex — the digital content rights apply to ongoing services as well as one-off downloads. If a streaming service consistently fails to provide content of the quality described, that may be a breach of the Consumer Rights Act.

Step-by-Step: Claiming for Faulty Goods

Act quickly — if goods are faulty within 30 days, you have the strongest rights. Contact the retailer immediately and state you wish to exercise your short-term right to reject under the Consumer Rights Act 2015.
Contact the retailer in writing — email creates a paper trail. State the problem clearly, when you bought the goods, and what remedy you are requesting (refund, repair, or replacement). Quote the Consumer Rights Act 2015.
Do not accept a voucher instead of a refund — you are entitled to your money back. A gift voucher or credit note is not a refund unless you agree to it.
Escalate formally if refused — send a formal letter before action, stating you intend to pursue the matter through the courts if not resolved within 14 days.
Use alternative dispute resolution (ADR) — many sectors (retail, automotive, electrical) have ADR schemes. ADR is often quicker and cheaper than court.
Use Section 75 or chargeback — if you paid by credit card (Section 75 for over £100) or any card (chargeback), your card issuer may be able to recover the money. See our Section 75 guide.
Take to the Small Claims Court — claims up to £10,000 can be brought in the small claims track. See our small claims guide.

Frequently Asked Questions

The retailer says the fault was caused by me — what can I do?+

Within six months of purchase, the retailer must prove the fault was caused by you — not the other way around. If they are claiming misuse or accidental damage, ask them to provide evidence. If they cannot, the presumption of pre-existing fault applies and you are entitled to your remedy. If the dispute continues, an independent expert report can establish whether the fault was inherent or caused by misuse.

Can I get a full refund after 30 days if a repair fails?+

Yes — after the first repair or replacement attempt fails (or is not offered within a reasonable time), you are entitled to a price reduction or a final right to reject. A final right to reject gives you a refund, which may have a deduction for usage. The deduction for usage cannot be made in the first six months and, even later, must be reasonable and proportionate to the use you have had.

I bought the item as a gift. Can the recipient claim under the Consumer Rights Act?+

The Consumer Rights Act creates rights for the buyer — the person who entered into the contract with the retailer. A gift recipient has no direct statutory rights against the retailer unless the buyer transfers those rights (which is legally complex). In practice, most retailers accept returns from gift recipients as a goodwill gesture, and some retailers allow "gift receipts" that give the recipient return rights. If in doubt, the original buyer should make the claim on the recipient's behalf.

I don't have a receipt. Can I still claim?+

Yes. You do not need a receipt to exercise your Consumer Rights Act rights — you just need to prove you bought the goods from that retailer. A bank or credit card statement showing the payment, a confirmation email, or even a witness can substitute for a receipt. A retailer who refuses to deal with you without the original receipt is not acting in accordance with their legal obligations.