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Consumer Rights Act 2015 essentials

Sets statutory rights for faulty goods, substandard services, and unfair contract terms.

The Consumer Rights Act 2015 is the main UK law protecting you when you buy goods, digital content, or services from a business. It replaced and consolidated several older laws into one clearer framework. If something you bought is faulty, not as described, or the service was not performed with reasonable care and skill, this Act gives you specific rights to remedies including repair, replacement, or refund.

What you need to know

Rights when buying goods

Goods must be of satisfactory quality, fit for purpose, and as described. You also have a right that goods will match any sample or model shown. If goods fail to meet these standards, you have a short-term right to reject (within 30 days), followed by the right to request a repair or replacement, and ultimately a right to a price reduction or final rejection if repair or replacement fails.

Consumer Rights Act 2015 Part 1

Rights for digital content

Digital content (apps, software, downloads, streaming content) must be of satisfactory quality, fit for purpose, and as described. If it fails, you can request a repair or replacement first, then a price reduction if that does not work. The rules apply whether you paid directly or the content was supplied with goods or as part of a service.

Consumer Rights Act 2015 Part 1 Chapter 3

Rights for services

Services must be performed with reasonable care and skill. If a service does not meet this standard, you can ask the provider to repeat the performance or, if that is not possible, request a price reduction. Any information given by the trader that you relied on becomes a term of the contract.

Consumer Rights Act 2015 Part 1 Chapter 4

Unfair contract terms

The Act gives the courts power to strike out unfair terms in consumer contracts. A term is unfair if it creates a significant imbalance to the consumer's detriment contrary to good faith. This covers hidden charges, one-sided cancellation rights, and terms that limit the trader's liability unreasonably.

Consumer Rights Act 2015 Part 2

The 30-day short-term right to reject

For faulty goods, you have 30 days from delivery to reject them and get a full refund. After 30 days but within 6 months, you must give the trader one chance to repair or replace. If that fails, you can reject or request a price reduction. After 6 months, the burden shifts to you to prove the fault was present at delivery.

Consumer Rights Act 2015

Step-by-step

  1. 1

    Identify the problem

    Determine whether the issue is with goods, digital content, or a service. This affects which part of the Act applies and what remedies are available.

    Tip: Take photos or screenshots of the fault as evidence.

  2. 2

    Check the timeline

    Work out how long ago you received the goods, digital content, or service. The 30-day rejection window, 6-month repair/replace period, and burden of proof rules all depend on timing.

    Tip: Keep your receipt or proof of purchase — you will need to show when the transaction took place.

  3. 3

    Contact the trader

    Write to the business explaining the fault, citing your rights under the Consumer Rights Act 2015, and stating what remedy you want (refund, repair, replacement, or repeat performance).

    Tip: Always complain to the retailer, not the manufacturer — your contract is with whoever sold it to you.

  4. 4

    Allow a reasonable response time

    Give the trader a reasonable deadline to respond (14 days is common for written complaints). If they offer a repair, they must do it within a reasonable time and without significant inconvenience to you.

    Tip: If they offer repair, confirm in writing that if the repair fails you will seek a refund or replacement.

  5. 5

    Escalate if the trader refuses

    If the trader will not cooperate, consider ADR (ombudsman or mediation), chargeback or Section 75 if you paid by card, or the small claims court for disputes up to £10,000.

    Tip: TheyPromised can help you draft the initial complaint letter citing the specific provisions.

  6. 6

    Small claims court as a last resort

    The county court small claims track handles claims up to £10,000 in England and Wales. It is designed for individuals without solicitors. Court fees are modest and recoverable if you win.

    Tip: Send a Letter Before Action giving the trader 14 days before issuing proceedings.

Key deadlines

  • Short-term right to reject faulty goods

    30 days · from Date of delivery

  • Burden of proof shifts to consumer

    180 days · from Date of delivery (goods assumed faulty before this)

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Suggestions are for guidance only. Always verify with official sources.

Frequently asked questions

Do I always get a full refund?▼
Within the first 30 days, you can reject faulty goods for a full refund. After 30 days, you must normally allow one repair or replacement attempt first. If that fails, you can claim a refund (which may be reduced for use after the first 6 months).
What counts as satisfactory quality?▼
Goods must meet the standard a reasonable person would consider satisfactory, considering the price, description, and any other relevant factors. Minor cosmetic issues on sale items might be acceptable; a major defect would not be.
Does it cover second-hand goods?▼
Yes, but the standard of quality expected takes into account the price paid and that the goods are used. A cheaper second-hand item is held to a lower standard than a new one.
What about goods bought online?▼
You have the same CRA rights plus additional rights under the Consumer Contracts Regulations 2013, including a 14-day cooling-off period for most online purchases where you can return for any reason.
Do I need a receipt?▼
You need proof of purchase, but this does not have to be a paper receipt. Bank statements, email confirmations, or even a witness can serve as proof.
Does it apply to private sales?▼
No. The CRA only applies to business-to-consumer transactions. Private sales (e.g. between individuals) are covered by the Sale of Goods Act 1979 with fewer protections.
What about services that were not performed properly?▼
You can ask for repeat performance at no extra cost. If that is impossible or would take too long, you can claim a price reduction. The price reduction should be a fair amount.
Can the trader's terms override my CRA rights?▼
No. Your statutory rights under the CRA cannot be excluded or limited by the trader's terms and conditions. Any term that tries to do this is likely unfair and unenforceable.

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