Faulty Goods: Your Rights Under the Consumer Rights Act 2015
The Consumer Rights Act 2015 is one of the strongest consumer protection laws in the world. When you buy goods, they must be of satisfactory quality, fit for purpose, and as described. If they're not, you have clear legal rights, including the right to a full refund within 30 days. This guide explains your rights step by step.
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When do your rights apply?
Your rights under the Consumer Rights Act apply when:
- ✓You bought goods from a trader (not a private individual)
- ✓The goods are not of satisfactory quality (defective, unsafe, or not durable)
- ✓The goods are not fit for their intended purpose
- ✓The goods don't match their description, sample, or model
- ✓This includes online purchases, in-store, and from catalogues
The 30-day right to reject
Within 30 days of purchase (or delivery), if goods are faulty you have the right to a full refund. This is the strongest right and the retailer cannot insist on a repair or replacement instead.
- ✓You must reject the goods and tell the retailer clearly
- ✓No receipt is required, a bank statement or order confirmation is sufficient
- ✓The retailer must refund within 14 days
- ✓They cannot make any deduction for use (except for cars, a reasonable use deduction can apply)
- ✓If the fault becomes apparent within 30 days, even if it was a latent defect, the right applies
After 30 days, repair, replacement, or partial refund
Between 30 days and 6 months after purchase, if goods develop a fault:
- ✓You're entitled to one repair or replacement, the retailer chooses which
- ✓If the repair or replacement fails, or isn't done within a reasonable time, you can claim a price reduction or a final right to reject
- ✓A price reduction can be up to the full price (but the retailer can make a deduction for use)
- ✓For the final right to reject (beyond 30 days), a deduction for use can be made
- ✓Within 6 months: it's presumed the fault was there at the time of purchase, the burden is on the retailer to prove otherwise
- ✓After 6 months: the burden shifts to you to prove the fault was present at purchase
Your rights last up to 6 years
The 6-month reversal of burden of proof ends after 6 months, but your legal rights under the Consumer Rights Act continue for up to 6 years (5 years in Scotland). For goods that should reasonably last longer (e.g. a washing machine, a car, a TV), you can still make a claim after 6 months, but you need to provide evidence that the fault was a manufacturing defect rather than normal wear and tear.
How to claim
Get instant help right now
A Citizens Advice appointment can take weeks. Our free assistant is available 24/7 with no appointment, giving you clear, step-by-step answers about your exact situation, what to do next, and the deadlines that matter.
Need to take action? It can draft a ready-to-send formal letter for you (optional, from £4.99).
England, Scotland, Wales & Northern Ireland.
Frequently asked questions
What are my rights if something I bought is faulty?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a full refund within 30 days of purchase, or a repair or replacement after that. Your rights are against the retailer, not the manufacturer, so always go back to the shop where you bought the item.
What is the 30-day right to reject?
If goods are faulty from the point of sale, you have an absolute right to a full refund within 30 days, the retailer cannot insist on a repair or replacement instead. After 30 days but within 6 months, the retailer gets one chance to repair or replace. If the repair or replacement fails or is not offered within a reasonable time, you are entitled to a refund.
Can a retailer refuse a refund for a faulty item?
No. Retailers cannot refuse a refund for genuinely faulty goods by claiming they only offer repairs or store credit. They cannot make you go to the manufacturer, send you to a warranty provider instead, or require proof of purchase in the form of the original receipt if you have other proof of purchase (bank statement, order confirmation, etc.).
What is the 6-year rule for faulty goods?
Your consumer rights last for 6 years from purchase (5 years in Scotland) under the Limitation Act. This means you can still make a claim years after buying something if it has a fault. However, after 6 months you must prove the fault was present at the time of sale, this can require an independent expert report.
Do I have rights if the shop goes into administration?
If you paid by credit card, Section 75 of the Consumer Credit Act protects you, your card provider is jointly liable for the full price of goods over £100. If you paid by debit card, you may be able to use the chargeback scheme. If you have a manufacturer's warranty, that may also continue to apply independently of the retailer.
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