Consumer Rights UK: Refunds, Faulty Goods, Online Shopping

What this section covers

The Consumer Rights Act 2015 gives you rights when goods are faulty, a service is carried out badly or a digital product does not work. Other rules give you a 14 day cancellation right for most online purchases and protect you when you book a package holiday. This section explains what you can ask for, how long you have, and how to enforce it, from a complaint to a card claim to the small claims court.

Where the rules differ across the UK, each guide says so, and the table below shows the main differences. The time limits and the court routes are the points that change most between England, Wales, Scotland and Northern Ireland.

Which guide do I need?

Find the line that sounds like your situation and go to the guide beside it.

If you want to	Read	You will find
Something you bought is faulty	Faulty Goods	Your rights under the Consumer Rights Act 2015: repair, replacement, refund, and the timeframes.
A shop will not give you a refund	Refunds & Returns	When you are entitled to a full refund, and how a shop's return policy compares with your legal rights.
You bought online and it has gone wrong	Online Shopping	The 14 day cancellation right, delivery problems, goods not as described, and scam purchases.
A game, app, download or streaming service is faulty	Digital Products	When a digital product is faulty or not as described, and how to get a repair or a price reduction.
You paid by credit card and the seller will not help	Section 75 Claims	How your card company can be jointly liable when a seller goes bust or refuses to put things right.
You paid by debit or credit card and want the bank to recover it	Chargeback	How to recover money through your bank, the time limits, and how to claim.
You were tricked into sending money by bank transfer	Bank Transfer Scam Refunds	How APP fraud reimbursement works, the time limits, what your bank decides and what to do if it refuses.
A holiday was cancelled, changed or not as described	Package Holidays	Your rights when a package holiday is cancelled or changed significantly.
A flight was delayed or cancelled	Flight Delay Compensation	When compensation is due, when an airline can refuse, and how to claim without a claims firm taking a cut.
You want to cancel a subscription or recurring payment	Subscription Traps	How to cancel, stop recurring payments and get your money back.
You have a parking ticket	Parking Charge Notice	Council ticket or private ticket, the deadlines, the appeal bodies, and the grounds that work.
You have a problem with a neighbour	Neighbour Disputes	Noise, high hedges, overhanging trees and boundary walls, and the routes that work.
You want to take a business to court	Small Claims Court	The process, the costs and enforcement, and what to do first.

Where the UK nations differ

Most consumer rights apply across the UK. These are the differences that matter most.

Topic	Where it applies	What differs
Time limit for a consumer rights claim	England, Wales and Northern Ireland, and Scotland	Your rights under the Consumer Rights Act run for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland.
Reporting a scam to the police	England and Wales, Scotland, Northern Ireland	GOV.UK says to contact Report Fraud in England and Wales and Police Scotland in Scotland for an online scam or fraud, and to contact the police in Northern Ireland. The bank transfer refund rules themselves are the same across the UK.
Small claims	England and Wales, Scotland, Northern Ireland	The small claims track covers money claims up to £10,000 in England and Wales. Scotland uses the Simple Procedure and Northern Ireland the County Court small claims process, both capped at £5,000.
Flight delay compensation	England and Wales	You have 6 years from the flight to bring a claim in England and Wales. Scotland's limitation period differs, so check separately if your claim is old.
Council parking ticket appeals	England and Wales, and London	Appeals go to the Traffic Penalty Tribunal for councils in England outside London and in Wales, or to London Tribunals for London boroughs and Transport for London.
Boundary and party wall disputes	England and Wales	The Party Wall etc. Act 1996 applies in England and Wales. Scotland and Northern Ireland have no equivalent statute, so boundary work disputes there are handled under ordinary property law instead.

All guides in this section

13 guides. Every one shows at the top when it was last checked and against which official sources.

Consumer Rights UK: Get What You Paid For

What this section covers

Which guide do I need?

Where the UK nations differ

All guides in this section