Every time you buy from a business, the law is on your side. You don’t need to memorise it, but knowing the basics — and where to turn when something goes wrong — puts you in a strong position. This is the quick overview; each section links to a fuller guide.
What you’re always entitled to
Under the Consumer Rights Act 2015, anything you buy must be of
satisfactory quality, fit for purpose and
as described. That applies whether you’re buying
physical goods, paying for a
service, or downloading
digital content.
Services carry an extra promise: they must be done with reasonable care and
skill, in a reasonable time, for a reasonable price.
If something goes wrong
For faulty goods, you have a clear set of remedies: a full refund within the first 30 days, then a repair or replacement, and a price reduction or refund if that fails. For the first six months, it’s the retailer who has to prove the item wasn’t faulty. Your claim is always against the seller — not the manufacturer.
Changing your mind
Buy online or over the phone and you usually get a 14-day cooling-off period to cancel for any reason — separate from your rights over faulty goods. There’s more on this, and on unfair contract terms, in our guide to contracts and cancellations. In-store, there’s no automatic right to a refund just because you’ve changed your mind.
Extra protection when you pay by card
How you pay matters. Spend over £100 on a credit card and Section 75 makes the card provider jointly responsible if things go wrong; for debit cards or smaller amounts, chargeback may help. See Section 75 and chargeback.
What to do next
Complain to the trader in writing first, setting out what’s wrong and the remedy you want (our letter templates can help). If they won’t put it right, escalate through the relevant ombudsman or the small claims court, and check the company in our Complaints Directory.
Sources
Consumer Rights Act 2015 (legislation.gov.uk/ukpga/2015/15); Consumer
Contracts Regulations 2013; Consumer Credit Act 1974, s.75; Citizens Advice.
Reviewed: 3 September 2026.
Your consumer rights in summary
Goods must be of satisfactory quality, fit for purpose and as described. Services must be carried out with reasonable care and skill. You’re entitled to a remedy if something goes wrong.
Your rights when you buy
The Consumer Rights Act 2015 gives you clear rights whenever you buy from a business. Goods must be of satisfactory quality, fit for their purpose and as described. Services must be carried out with reasonable care and skill.
You can rely on these rights for up to 6 years in most cases. The first 30 days are especially important — during this time, any problem must be presumed to have been there from the start.
If these standards are not met, you can ask for a repair, replacement, refund or price reduction, depending on the situation.
Housing disrepair, scams and mis-selling
Your rights are not limited to shop-bought goods:
- Housing disrepair — if you rent, your landlord is responsible for keeping the structure, water and electrics in good condition.
- Scams and mis-selling — if you were misled into a purchase or sold something unsuitable, you may be entitled to a refund or compensation.
- Water and utilities — problems are reported and resolved under specific industry schemes.
Report scams to Action Fraud. Seek support from Citizens Advice or Trading Standards.
How to put things right
Most disputes are resolved without a courtroom. Start by complaining in writing to the trader, clearly stating the problem, what you want and a reasonable deadline.
If that fails, many sectors have an alternative dispute resolution (ADR) or ombudsman scheme. For more serious disputes, you can bring a claim through the small claims court — designed for everyday disputes up to £10,000.
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What if the trader refuses?
If the trader refuses to help or ignores your complaint:
- Escalate to their ADR scheme or ombudsman.
- Report to Trading Standards if you believe the business is breaching consumer law.
- Take legal action through the small claims court.
Keep all evidence — receipts, emails, photos and messages — to support your case.
Refunds, repairs and replacements
The remedy you’re entitled to depends on the circumstances:
- A full refund for faulty goods or services.
- A repair or replacement if that is the best solution.
- A price reduction if a full refund isn’t possible.
Businesses must act within a reasonable time and without causing you significant inconvenience.
Your rights for digital content and services
The same rights apply to digital products, including:
- Apps, games and downloads
- Streaming services
- Online courses and digital subscriptions
They must be as described, fit for purpose and of satisfactory quality.
More help and support
If you need more help understanding your rights or making a claim, we’re here to support you.
- Get free legal advice
- Make a claim
- Find local support