What are consumer rights?
Consumer rights are a collection of legal protections that apply when you buy something from a business for personal use (ie for uses completely outside your trade, business, craft, or profession). The main law that gives you these rights is the Consumer Rights Act 2015. It sets out the minimum standards that products and services must meet. These are often called your statutory rights, and they apply automatically whenever you buy from a trader. A trader is any business.
These statutory rights mean you can expect a certain level of quality and can seek a solution, like a refund or repair, if something goes wrong.
What standards must my goods meet?
When you buy goods (eg t-shirts, a kettle, a car, or second-hand items) from a business, they must meet the following three standards by law:
Goods must be of satisfactory quality
Satisfactory quality means the goods shouldn't be faulty or damaged when you receive them. The quality should be of a standard that a reasonable person would consider satisfactory, taking into account the price, description, and any other relevant factors. This covers:
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appearance and finish - they should be free from minor defects, unless they were sold as such (eg 'shop-soiled')
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durability - they should last for a reasonable period of time
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safety - they must be safe to use
Goods must be fit for purpose
Goods must be fit for the purpose they are generally supplied for. For example, a kettle must be able to boil water. They must also be fit for any specific purpose you made known to the seller before buying. For instance, if you tell a salesperson you need a phone that is waterproof for underwater photography and they sell you a specific model, it must be suitable for that purpose.
Goods must be as described
The goods you receive must match any description given by the businesses. This includes:
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information on a label or packaging
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a description in an advert or on a website
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anything a salesperson told you about the product
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a model or sample you were shown in-store
If the goods you buy don't meet these standards, the seller is in breach of contract.
What are my remedies if goods are faulty?
If goods don't meet the required standards, you have a right to a remedy from the seller.
The short-term right to reject
If your goods are faulty, you have a legal right to reject them and get a full refund within 30 days of taking ownership (this is the date you purchased the goods or the date the goods were delivered, whichever is later). This is known as the short-term right to reject. You don't have to accept a credit note or a replacement. This 30-day period is shorter for perishable goods (eg fresh food) and doesn’t apply to faulty digital content.
The right to a repair or replacement
If you're outside the 30-day period, you still have the right to a repair or replacement at no cost to you. The seller can choose whichever option is cheapest or easiest for them. You only have to give the seller one opportunity to repair or replace the faulty goods.
Note that manufacturers must also make spare parts for certain electrical appliances available to consumers and professional repairers. For more information, read Consumer right to repairs.
The final right to reject
If the repair or replacement isn't successful, is impossible, or isn't done within a reasonable time, you can:
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claim a full or partial refund (the seller may make a deduction for the use you've had from the goods)
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keep the goods and ask for a price reduction
These rights last for up to six years in England and Wales and up to five years in Scotland from the date you bought the goods.
What happens if my delivery is late or doesn't arrive?
When you order goods, the seller is responsible for them until they are in your possession. Unless you agreed on a specific delivery date, the seller must deliver your items within 30 days.
If your delivery is late or doesn't arrive, you have the right to cancel the order and get a full refund if:
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you told the seller the delivery was essential for a specific date (eg a wedding cake), or
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the seller refuses to deliver the item
For non-essential deliveries, you can give the seller a new, reasonable deadline. If they fail to meet this new deadline, you can then cancel and claim a full refund.
What are my consumer rights for services?
Your consumer rights also cover services you pay for (eg haircuts, dry cleaning, fitted kitchens, and home repairs). Any service provided by a trader must meet certain standards.
Services must be performed with reasonable care and skill
This means the work must be of a standard that a reasonable person would expect from a competent professional in that trade. For example, you'd expect a qualified mechanic to service your car to a higher standard than a trainee.
Services must be of a reasonable price
If you didn't agree on a price beforehand, the service must be completed for a reasonable price. What is reasonable depends on the going rate for that service in that industry. It's always best to agree on a price in advance to avoid disputes.
Services must be completed in a reasonable time
Similarly, if a timeframe wasn't agreed upon, the service must be completed within a reasonable time. What is considered reasonable will depend on the nature and complexity of the job.
For a more detailed look at what each of these rights entails in practice, read Supply of services B2C.
What are my remedies if a service isn't right?
If a service provider doesn't meet these standards, they're in breach of contract. You have the right to ask them to either:
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repeat the service again to the correct standard, at no extra cost to you, or
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give you a price reduction, if the service can't be repeated. This could be up to 100% of the cost
For more detailed information on these legal remedies, read Supply of services B2C.
Can I change my mind after making a purchase?
Yes, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to change your mind about many purchases of goods and services that you make online, over the phone, by mail order, or otherwise away from the business’s premises (known as distance contracts). This is known as the ‘cooling-off period’.
This right gives you 14 days to cancel your order for any reason and get a refund. How the 14 days are counted depends on what you've bought:
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for goods, the clock starts the day after you receive your item
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for services, the clock starts the day after you agree to the contract. If you ask for the service to begin during the 14-day period and then cancel, you'll likely have to pay for what you've used up to that point
However, this right doesn't apply to everything. Common exceptions include:
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personalised or custom-made items
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perishable goods, like fresh food or flowers
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tickets for events, flights, or train journeys for specific dates
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catering or leisure activities for specific dates (eg hotel and restaurant bookings, theatre tickets, or catering for a wedding or party)
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services that you asked to start immediately and have been fully completed
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vehicle rental services
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sealed goods that you've unsealed, where a seal is needed for health or hygiene reasons (eg cosmetics or underwear)
This right to cancel doesn't usually apply to items you buy in a physical shop, unless the shop has its own, more generous Returns policy.
What should I do if a business won't resolve my issue?
If a business refuses to help with faulty goods or subpar service, you can take several steps.
Try to resolve it informally
In the first instance, you should try to resolve the dispute informally with the business. Contact them directly, state your consumer rights clearly, and explain the remedy you're entitled to. You should also collect and keep any evidence, like receipts and photos of the fault.
Consider legal action as a last resort
Taking a business to court should always be used as a last resort. In England and Wales, you can make a claim to the small claims court if the business is being uncooperative. For more information, read Small claims court. In Scotland, you can make a court claim for money to the sheriff court. For more information, read Small claims court in Scotland.
Get help from other organisations
You can also get help and advice from other organisations if the business isn't cooperating. You can report the business to your local Trading Standards department, see if they are a member of an ombudsman scheme, or contact your local Citizens Advice Bureau for support.
Do I have rights if I buy from a private seller?
It's important to know that your key consumer rights, like the right for goods to be of satisfactory quality or fit for purpose, only apply when you buy from a business. If you buy second-hand goods from a private individual, your rights are much more limited, and the principle of buyer beware is very important.
However, a private seller does have a duty to be honest about what they're selling. This means the goods must:
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be as described by the seller
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not be misrepresented (ie the seller must not lie about the item’s condition or history)
The private seller doesn't have to volunteer information about faults, but they must answer your questions truthfully. This is why it's crucial to inspect items thoroughly and ask plenty of direct questions before buying from a private individual.
What if a faulty product causes injury or damage?
If an unsafe product causes death, injury, or damage to your property, your rights are covered by the Consumer Protection Act 1987 and the General Product Safety Regulations 2005. Anyone who is harmed by a faulty product can sue its manufacturer for compensation, even if they didn't buy the product themselves. You can make a claim for:
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death or personal injury
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loss of or damage to private property, provided the total damage costs more than £275
There is no upper limit to the amount of compensation you can claim, as it will depend on the harm suffered. For more information, read Product liability.
What about goods or services bought outside of the UK?
If you need help with an issue relating to the purchase of goods or services outside the UK, you can contact the UK International Consumer Centre (UKICC). They can help with issues you may have with a business based outside the UK, a good or service you bought while abroad, or flights and holidays booked with a non-UK company. As this is a very complex area, you should Ask a lawyer for more details.
These rights form the basis of a fair and transparent marketplace. Businesses that uphold them with clear and legally compliant Terms and conditions not only follow the law but also build the customer trust essential for success.
If you have any questions or concerns, do not hesitate to Ask a lawyer.
