The Consumer Rights Act 2015 doesn’t leave your remedy to the retailer’s
goodwill — it sets a clear order for faulty goods, and you get to choose
within it.

The order of remedies

  • Within 30 days — a full refund. Your short-term right to
    reject lets you hand the item back and get all your money back. A refund
    must be paid without undue delay and within 14 days of the trader agreeing
    you’re due one, using your original payment method.
  • After 30 days — one repair or replacement. You can require
    the item to be repaired or replaced free of charge, within a reasonable time
    and without significant inconvenience. You’re entitled to one attempt at
    this stage.
  • If that fails — a price reduction, or reject for a refund.
    After the first six months, a refund on final rejection can be reduced to
    reflect the use you’ve had.

Two timing rules matter most. For the first six months, the
trader has to prove the goods weren’t faulty at delivery — not the other way
round. And you have up to six years to bring a claim (five in
Scotland) — that’s the limit for taking action, not a promise the goods last
that long. A trader can’t force a credit note when you have the right to a
refund, or charge you for a remedy the Act makes free.

A worked example

A pair of boots leaks after two months. You’re past 30 days, so you ask for a
replacement — but the replacement leaks too. Because the first remedy failed,
you can now reject them for a refund, and within six months the shop can’t
reduce it for use.

Common questions

How quickly must I get my refund?

Within 14 days of the trader accepting you’re entitled to one, by your
original payment method.

Can I be offered a credit note instead?

Not where you have the right to a refund — you can decline a credit note.

How many repairs do I have to accept?

You can reject after one failed repair or replacement.

What to do next

If a retailer won’t give you the remedy you’re owed, put it in writing (see
our letter templates), then
escalate via Legal claims or the
Complaints Directory.

Sources

Consumer Rights Act 2015, ss. 19–24 — legislation.gov.uk/ukpga/2015/15;
Citizens Advice, “Return faulty goods”. Reviewed: 3 September 2026.