Consumer Rights Act 2015: Your Rights Explained Simply

Know what protection the law gives you as a consumer

Quick Answer

The Consumer Rights Act 2015 guarantees: goods are of satisfactory quality, fit for purpose, and as described; services are performed with reasonable skill and care; you can reject faulty goods within 30 days (or claim refund/repair later); unfair contract terms are void; and businesses must not use aggressive sales tactics or misleading marketing. Applies to all purchases (online, in-store, by phone) from businesses to consumers.

Your Core Rights Under CRA 2015

1. Goods quality: What you buy must be: of satisfactory quality (fit for purpose, safe, durable), as described (matches photos/listing), and fit for any specific purpose you told them about. Lasts for a "reasonable" time (years, not weeks, for most items).

2. Services quality: Services must be: performed with reasonable skill and care, within a reasonable time, at a reasonable price (unless agreed). Examples: plumbing, hairdressing, repairs.

3. Right to reject/refund: Within 30 days of purchase, you can reject faulty goods and get a full refund (no questions). After 30 days, you can still claim repair/replacement or refund, but the burden shifts slightly to you.

4. Unfair contract terms: Terms that heavily favour the business (hidden charges, warranty exclusions, one-sided cancellation) are void. You can challenge them.

5. Anti-scam protection: No aggressive sales tactics, no misleading marketing, no pressure selling. If you're misled, you have the right to reject and claim compensation.

What Can You Do If Rights Are Breached?

File a complaint with the business. If unresolved, escalate to: Ombudsman (financial/services), Trading Standards (goods), or small claims court. The CRA backs all these routes with binding legal force.

What the Law Says
Consumer Rights Act 2015, Part 1
Sets out consumer rights for goods and digital content. Goods must be of satisfactory quality, fit for purpose, and as described. Consumer can reject, require repair/replacement, or claim refund.
Consumer Rights Act 2015, Part 2
Covers unfair contract terms. Terms that create significant imbalance against consumer are not binding. Applies to standard terms and can be challenged in court.
Consumer Rights Act 2015, Part 3
Prohibits unfair commercial practices (misleading actions/omissions, aggressive tactics). Breach is grounds for complaint and enforcement by Trading Standards.
Does CRA 2015 cover used goods? +

Yes. Used goods must still be of satisfactory quality and as described. However, the standard is adjusted for age and condition. A 10-year-old car won't be expected to perform like new, but should be free of major defects for its age.

What if I buy from an individual, not a business? +

CRA 2015 doesn't apply to private sales (e.g., Facebook Marketplace). It only covers B2C (business to consumer). However, if the seller describes themselves as a dealer, CRA applies. Always check if the seller is a business.

Can businesses exclude CRA 2015 rights? +

No. CRA 2015 rights are non-waivable. Any term trying to exclude them ("No returns," "Sold as seen") is void. You always have the statutory rights, regardless of what a business writes.

How long after purchase can I claim? +

30 days to reject for full refund. After 30 days, still 6 years (in England/Wales) to claim repair, replacement, or price reduction—but the business can argue the fault wasn't their responsibility if it appeared later.

What's the difference between repair and replacement? +

Repair: fix the item. Replacement: get a new one. You can demand either. The business chooses if it's equally possible, but if repair would take weeks and replacement is available, replacement is fairer (and legally defensible).

Check Your Consumer Rights