Consumer Rights Act 2015

The Consumer Rights Act 2015 is the main law protecting you when you buy from
a business in the UK. It sets clear standards for goods, services and digital
content, and gives you specific remedies when what you buy doesn’t meet
them. This overview explains what the Act covers and the rights it gives you,
so you know where you stand if something goes wrong.

What the Act covers

The Consumer Rights Act applies to contracts between a trader and a consumer
— in other words, purchases you make from a business. It covers three
things: physical goods, services, and digital content such as apps, downloads,
games and streamed or downloaded media. Importantly, it applies to what you
buy from businesses, not to private sales between individuals (for example
buying a used car from a private seller), where different and more limited
rules apply.

Your rights for goods

Goods you buy must meet three standards: they must be of satisfactory quality,
fit for a particular purpose (including any purpose you made known to the
seller), and as described. If they fall short, the Act gives you a tiered set
of remedies:

• The 30-day right to reject – within 30 days of taking
  ownership you can reject faulty goods and claim a full refund.
• Repair or replacement – after 30 days (or if you
  prefer it sooner) you can ask for the goods to be repaired or replaced
  within a reasonable time and without significant inconvenience.
• Price reduction or the final right to reject – if a
  repair or replacement fails, is impossible, or isn’t provided as it
  should be, you can claim a price reduction or reject the goods for a refund.

The seller is responsible for putting things right, so you claim against the
retailer you bought from, not the manufacturer.

Services and digital content

Services must be carried out with reasonable care and skill. Where you
didn’t agree a price or a timescale up front, the service must be
provided for a reasonable price and within a reasonable time. If a service
falls short, you can ask the trader to do the work again or, where that
isn’t practical, claim a price reduction. Digital content must also be
of satisfactory quality, fit for purpose and as described, with rights to a
repair, replacement, price reduction or refund if it isn’t — and
you may be able to claim if faulty digital content damages your device.

To act on these rights, see our guidance on
legal and claims, use our
template letters to complain in
writing, or read about
housing disrepair if the
problem is with your rented home.