Understand your legal protections when buying goods or services
Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. Services must be provided with reasonable care and skill. If a business fails to meet these standards, you can claim a refund, replacement, or repair.
Collect receipts, photos of the fault, and all communications with the business about the issue.
Write to the business citing the Consumer Rights Act 2015 and give them 14 days to resolve the matter.
If unresolved, contact Citizens Advice or file a claim in Small Claims Court.
You can demand a refund or replacement within 30 days under the Consumer Rights Act 2015, even if you're outside the 14-day cooling-off period. Photograph the fault and contact the seller in writing.
The business must complete services with reasonable care and skill. If not, send a formal complaint letter requesting compensation or redo of the work within 14 days.
If a fault appears within 30 days, it's presumed to have existed at purchase. You can claim repair, replacement, or refund. After 30 days, you must prove the fault existed when purchased.
Consumer rights cannot be waived—any clause saying they don't apply is not legally binding. Escalate to Citizens Advice or Small Claims Court if the business refuses to cooperate.
You have a 14-day cooling-off period to withdraw without penalty. This doesn't apply to personalised, perishable, or custom-made goods.
In addition to consumer rights claims, you can report unsafe products to the Office for Product Safety and Standards (OPSS) for enforcement action against the seller.
Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. You can also claim for services provided with reasonable care and skill within a reasonable timeframe.
You have 6 years in England, Wales, and Northern Ireland (or 5 years in Scotland) from the date of purchase to claim for faulty goods under the Consumer Rights Act 2015.
If you bought goods at a distance (online, by phone, or mail order), you have a 14-day cooling-off period to withdraw without penalty, unless the item is personalised or perishable.
Send a formal complaint letter citing the Consumer Rights Act 2015. If unresolved, escalate to the Citizens Advice Consumer Service or pursue a claim through Small Claims Court.
Yes, online purchases have the same consumer protections as in-store purchases. The Consumer Rights Act 2015 applies to all goods and services regardless of how they were purchased.
Consumer rights cannot be waived or excluded. If a business uses a clause saying your rights don't apply, this clause is not legally binding. Use our RightsCheck tool to document your claim.
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