UK consumer rights give you a clear route when goods are faulty. They also cover a service that falls short and digital content that fails to work. You can ask for a repair, a replacement, or a refund in many cases.
Most of us have faced this problem at least once. A kettle stops working after three weeks. The shop assistant sounds sure. The law often says something different, and that knowledge changes the talk.
Key Takeaways
- Faulty goods in the first 30 days: a full refund in most cases.
- After 30 days: one repair or replacement, then a price cut or refund.
- Change of mind in a shop: no legal refund right, so the store policy rules.
- Online, phone and mail orders: 14 days to change your mind in most cases.
- Keep proof of purchase and put every complaint in writing.
What UK consumer rights cover
These rights cover goods, services and digital content bought from a trader. Goods must match their description and be of satisfactory quality. Services must be done with reasonable care and skill, and digital content must work as described.
Your contract is with the seller, not the maker. That point matters when a shop tells you to ring the brand instead. The shop sold you the item, so the shop must deal with the fault. A warranty sits on top of your statutory rights and never replaces them.
Satisfactory quality means what a reasonable person would expect for the price and the description. A cheap pair of slippers need not last for years. A washing machine should cope with normal family use for a sensible time.
Age and price feed into that test. So do any faults the seller told you about before you bought. Our guide to cleaning a washing machine shows how basic upkeep helps an appliance.
The 30-day rule for faulty goods
If faulty goods fail within 30 days of delivery, you can reject them. In most cases, you can ask for a full refund at this stage. This is how UK consumer rights protect you in the first month. You do not have to accept a repair first.
Tell the seller promptly and keep your proof. The clock runs from the day you take ownership, which is normally delivery day. If you agree to a repair in that window, the clock pauses.
The short-term right to reject does not apply to digital content in the same way. For most ordinary goods, a fault within 30 days means a refund is on the table. Do not let a store policy push you into an unwanted repair at this stage.
Repair, replacement or refund: which comes first?
After 30 days, the seller gets one chance to put the fault right. That chance takes the form of a repair or a replacement. You can state which option you prefer, and the seller will often follow it. The seller may pick the cheaper or easier option instead, if that choice is reasonable.
That choice must not cause you significant inconvenience. If that one attempt fails, your options open up. You can ask for a price reduction and keep the item. You can also reject it for a final refund.
The same final remedies apply when a repair or a replacement is impossible. They also apply when the work would cost far more than the item is worth. They also apply when the work would take an unreasonably long time.
Timing shifts the burden of proof as well. In the first six months, the law presumes the fault was present at purchase. The seller can rebut that presumption only by proving otherwise.
After six months, you must show the fault was there at purchase. That proof may need an expert report. It may also need proof that other buyers hit the same fault.
For a final refund, no deduction for use normally applies in the first six months. Motor vehicles are the main exception to that rule. For a motor vehicle, a reasonable deduction for use may apply.
| Situation | What you can ask for | Timing note |
|---|---|---|
| Faulty goods, first 30 days | Full refund | Short-term right to reject |
| Faulty goods, after 30 days | One repair or replacement | Seller picks if reasonable |
| Repair or replacement fails | Price cut or final refund | Final remedies apply |
| Change of mind in a shop | Only what the store policy offers | No legal refund right |
| Online order, change of mind | Cancel and get a refund | 14 days in most cases |
| Faulty digital content | Repair, replacement or refund | Same staged approach |
Returns when you simply change your mind
A change of mind in a shop gives you no legal right to a refund. Shops offer returns as a goodwill gesture. Each shop sets its own time limits and condition rules.
Distance sales work differently. For most online orders, you have 14 days from delivery to change your mind. You must then return the goods within 14 days of telling the seller.
The seller must refund you within 14 days of getting the goods back. Proof that you sent the goods can also start that refund clock. Read the exclusions before you rely on this right. Personalised items, perishable goods, and opened sealed audio, video, or software often fall outside it.
Returning an item in good condition helps your case in both routes. Take a photo of the item before you pack it. Keep the postage receipt for anything of value.
Faulty services and digital content
Services must be carried out with reasonable care and skill. They must also run within a reasonable time. Where no price was agreed, the price must be reasonable too.
A plumber who leaves a leak raises it too. The core question is simple: was the work done properly? If not, ask the trader to redo the work first.
Agree a clear deadline for the redo. When a redo is impossible, you can ask for a price reduction. The same remedy applies when the trader fails to redo the work in a reasonable time.
Digital content follows a staged route much like goods. Faulty apps, downloads, games, and streaming files must match their description and work as promised. The seller gets a chance to repair or replace the content. If that fails, you can seek a price reduction or a refund.
Keep your device software up to date. Our guide to keeping your devices safe covers basic checks too. Those checks rule out simple setup faults before you complain.
How to complain and get a result
- Act fast and gather proof. Find the receipt, the order email, or a bank statement.
- Write to the seller, not just the maker. State the fault, the remedy you want, and a deadline for a reply.
- Keep your tone polite and firm. Quote the Consumer Rights Act 2015 in plain words, and keep copies of every message.
- If the seller refuses, ask for the reason in writing. Then try Citizens Advice, which can pass the case to Trading Standards where needed.
- Check alternative dispute resolution if the trader belongs to a scheme. A court claim stays a last step, and routes differ in Scotland and Northern Ireland.
Knowing UK consumer rights helps you write a firm letter. A written complaint beats a phone call because it leaves a trail. State what happened, when it happened, and what you want, then stop.
If the seller offers a partial refund, decide whether it is fair before you accept it. Accepting an offer can close the matter, so pause before you take a quick deal. Small claims court sounds daunting, but it exists for exactly these disputes. Take advice first, since fees and time limits vary.
Common refund myths vs the real rules
- Myth: no receipt means no refund. Fact: a bank statement, an order email, or a loyalty record can prove purchase.
- Myth: the shop can insist on a credit note for faulty goods. Fact: statutory remedies apply, and a credit note alone does not meet them.
- Myth: you must deal with the maker. Fact: your contract is with the seller, even when a maker warranty also exists.
- Myth: a warranty replaces your rights. Fact: a warranty adds to your rights, and your statutory position stands on its own.
- Myth: sale items have no rights. Fact: sale goods must still be as described, of satisfactory quality, and fit for purpose.
Shop policies often sound absolute, but they cannot take away statutory rights. A sign that says no refunds does not override the law for faulty goods. UK consumer rights still set the legal floor for faulty goods. When a policy and the law clash, the law wins.
Turn a refusal into a fair result: what to do next
UK consumer rights work best when you act early and write clearly. Keep proof at every step of the claim. Check the timing first, then pick the remedy that fits your case. Give the seller one fair chance to put it right.
If the seller still says no, escalate in order. Try a written challenge, then Citizens Advice. Then try a dispute scheme, and only then a court claim.
Draft your complaint in three short parts: what went wrong, what you want, and by when. Our guide to small business finances for beginners explains small-firm costs for fault repairs. That context never weakens your rights.
This is general information, not legal advice. Speak to a qualified solicitor for a complex case. Citizens Advice can also point you to local help. Keep your notes together before you seek that help.
Frequently asked questions
Can I get a refund after 30 days for faulty goods?
Yes, but the route changes after 30 days. The seller gets one repair or replacement first. If that fails, ask for a price cut or a final refund.
Do I need a receipt to return faulty goods?
A receipt helps, but it is not the only proof. A bank or card statement can show the purchase. An order confirmation email or a store loyalty record can show it too.
Can a shop give a credit note instead of a refund for faulty goods?
Not when a refund is the remedy due. Within 30 days, faulty goods normally mean a full refund. A credit note is fine only if you freely accept it as your preferred outcome.
What are my UK consumer rights for online orders?
Online orders carry both faulty-goods rights and a cooling-off right. You can cancel most online orders within 14 days of delivery if you changed your mind. Faulty goods follow the same staged route as shop purchases, so timing still matters.
Who do I complain to if the seller refuses to help?
Start with the seller in writing. Then escalate to Citizens Advice, which can involve Trading Standards. Check alternative dispute resolution if the trader belongs to a scheme. Keep a court claim as a last step after advice.
Does a warranty replace my consumer rights?
No, a warranty adds to your rights rather than replacing them. Your statutory rights stand after a warranty runs out, subject to timing and proof rules. Check both routes, since a warranty claim may be quicker for a simple repair.
