Whenever you buy goods from a business — in a shop, online or over the phone — the Consumer Rights Act 2015 treats three promises as built into your contract. The goods must be of satisfactory quality (the standard a reasonable person would expect for the price), fit for any particular purpose you made known to the seller, and as described, including any model or sample you were shown. These rights are against the retailer who sold you the item — not the manufacturer — so that’s who you claim from.
Your remedies, in order
If goods fall short, the Act gives you a clear sequence of remedies:
- The first 30 days — reject for a full refund. This short-term right to reject lets you hand faulty goods back and get all your money back. The 30 days runs from when you took ownership (less for perishables).
- After 30 days — a repair or replacement. The trader must sort it within a reasonable time, without significant inconvenience, and cover any costs like postage.
- If that fails — a price reduction or a refund. Where a repair or replacement doesn’t fix things, you can keep the goods for a lower price or reject them (a refund may be reduced for use after the first six months).
A key protection sits behind all of this: if a fault shows up in the first six months, the law assumes it was there from the start, so it’s the trader — not you — who has to prove otherwise. You generally have up to six years to bring a claim (five in Scotland).
A worked example
You buy a washing machine online and three weeks later it won’t spin. Because you’re inside 30 days, you can reject it for a full refund — you don’t have to accept a repair. If the same fault appeared at four months, you’d be entitled to a repair or replacement, and the retailer couldn’t demand you prove the fault was there from the start.
Common questions
How long do I have to reject faulty goods?
Thirty days for a full refund; after that you move to a repair or replacement.
Can the shop send me to the manufacturer?
No — your claim is against the retailer that sold you the item.
Do I need the original packaging?
No. You may need proof of purchase, but a receipt isn’t the only acceptable evidence — a bank statement works.
What to do next
Put your complaint to the retailer in writing. If they refuse a remedy you’re entitled to, see Legal claims for how to escalate, and check the company in our Complaints Directory. If you paid by card, Section 75 or chargeback may also help.
Sources
Consumer Rights Act 2015, ss. 9–11 (quality rights), 19 (six-month presumption), 20–24 (remedies) — legislation.gov.uk/ukpga/2015/15; Citizens Advice, “Return faulty goods”. Reviewed: 3 September 2026.
Need Help With a Goods Issue?
If you have bought something that is faulty, damaged, not as described, missing, or not fit for purpose, we can help you understand your rights and what steps to take next.