Complete Guide to UK Consumer Rights (2026)
As a consumer in the UK, you have statutory rights that protect you from faulty goods, poor services, and unfair traders. This guide explains what you are entitled to and how to enforce your rights.
Key fact: Your consumer rights are protected by law regardless of where you bought goods or services. Traders cannot remove these rights through their terms and conditions.
What are consumer rights?
Consumer rights are statutory protections that apply whenever you buy goods or services in the UK. They protect you if what you buy is faulty, not as described, or does not work as expected. Unlike warranties (which traders choose to offer), these rights are automatic and legally binding.
Your consumer rights apply whether you shop in-store, online, or by phone. They cover goods worth any amount - from a pound to thousands.
Your rights under UK law
Your consumer rights are established in statute and case law:
- Consumer Rights Act 2015: The primary legislation protecting UK consumers for goods and services.
- Section 9 (goods must be as described): Goods must match any description given (label, website, verbal claim).
- Section 10 (goods must be of satisfactory quality): Goods must be safe, durable, and fit for purpose.
- Section 11 (right to repair or replace): For faulty goods within 30 days, you can reject and get a refund. After 30 days, the trader must repair or replace at no cost (if fault is theirs).
- Services (Section 49): Services must be provided with reasonable care and skill and in reasonable time.
- Unfair contract terms (Part 2): Traders cannot include hidden or unfair terms that remove your rights.
Step-by-step how to enforce your rights
- Report the fault promptly. Contact the trader immediately with photos and details of the problem.
- Demand the legal remedy. Specify what you want: refund, repair, or replacement. Most traders resolve this by email or phone.
- Send a formal demand letter. If the trader refuses, send a written complaint referencing the Consumer Rights Act. Fightingback can draft this.
- Lodge a chargeback or Section 75 claim. If you paid by credit card, you can claim back the cost through your card provider.
- Escalate to ombudsman or court. If the trader still refuses, pursue the matter through the Financial Ombudsman (for financial services) or small claims court.
Common scenarios
Scenario 1: Goods purchased online are faulty
You have the right to reject faulty goods within 30 days and get a full refund. The trader must pay for return postage. After 30 days, you still have rights to repair or replacement, but the burden of proof shifts slightly.
Scenario 2: Item described as "new" is actually used or second-hand
This breaches the right to goods as described. You can reject the item and demand a refund regardless of how long you have owned it (if the fault is not your doing).
Scenario 3: Service was poor or incomplete
If a service (repair, design, maintenance) was not provided with reasonable care, you can claim compensation or demand the service be completed properly at no extra cost.
Scenario 4: Hidden charges or unfair contract terms
Traders cannot charge hidden fees or use unfair terms to remove your rights. Common unfair terms (automatic renewal without clear consent, excessive cancellation fees) are void under the Consumer Rights Act.
Key deadlines
- 30 days from purchase: You can reject faulty goods for a full refund, no questions asked (if the fault was not your doing).
- 6 years from purchase (England/Wales) or 5 years (Scotland): You can claim repair or compensation for breaches of consumer rights.
- Reporting faults: Report them as soon as you discover them. Delaying weakens your case.
Escalation options
Financial Ombudsman Service: If you paid with a credit or debit card, the FOS can order the trader to refund you and pay compensation.
Small Claims Court: Claims up to 10,000 pounds can be pursued in the small claims track, with lower costs and simplified procedures.
Trading Standards: For widespread unfair practices, you can report traders to your local Trading Standards office, which can take enforcement action.
When you need legal help
Use Fightingback if: You need a formal demand letter that traders take seriously, or you want to understand your options clearly before pursuing a claim.
Consider a solicitor if: The amount is substantial, the case is complex, or you are escalating to court or ombudsman.
Common mistakes to avoid
- Accepting that "all sales are final" - this cannot override your statutory rights.
- Waiting too long to complain - report faults within 30 days if you want to reject the goods.
- Not putting complaints in writing - oral complaints are harder to prove.
- Signing away your rights - traders cannot do this legally.