Short answer
If goods are faulty, not as described, or unfit for purpose, you have a statutory right to a full refund within 30 days of purchase. After 30 days you can ask for a repair or replacement first, and a refund if those fail.
These rights apply to goods bought from a trader — they are reduced for private sales. Digital content and services have separate but similar rights under the same Act.
1 The rule
The Consumer Rights Act 2015 replaced the Sale of Goods Act 1979 for consumer contracts. It requires goods sold by a trader to a consumer to meet three standards.
"Every contract to supply goods is to be treated as including a term that the quality of the goods is satisfactory."Read the official text
The three standards are: satisfactory quality, fit for a particular purpose (if you told the seller what you needed it for), and as described. A fault present at the time of purchase is presumed to have existed on delivery for the first six months.
2 What you can do now
- Check the date of delivery
The 30-day short-term right to reject runs from delivery. If you are within 30 days, you can demand a full refund with no deduction for use.
- Contact the seller in writing
Email or write to the seller stating what the fault is, when you discovered it, and that you are exercising your right to a refund (or repair/replacement if past 30 days). Keep a copy.
- Give the seller one repair or replacement attempt
After 30 days but within six months, you must give the seller one chance to repair or replace. If they cannot do so, or if the repair fails, you are entitled to a final right to reject — a refund with a possible deduction for use.
- Escalate if the seller refuses
If the seller refuses your rights, you can raise a chargeback with your card provider (if paid by debit or credit card), use an Alternative Dispute Resolution scheme if the sector has one, or make a small claims court claim.
3 When this does not apply
- You bought from a private individual, not a trader.
- You caused the fault yourself — by misuse, neglect, or accident after delivery.
- More than six years have passed since purchase (the limitation period for contract claims).
- The fault was drawn to your attention before you bought the item.
4 Common questions
Does the seller have to give me a refund, or can they insist on a repair?
Within the first 30 days you have the right to a full refund — the seller cannot insist on a repair instead. After 30 days the seller gets one chance to repair or replace. Only if that fails, takes too long, or causes significant inconvenience does the final right to reject (refund) arise.
The seller says I must use the manufacturer's warranty. Is that right?
No. Your statutory rights are against the seller, not the manufacturer. The manufacturer's guarantee is an additional benefit — it does not replace your rights under the Consumer Rights Act 2015. You do not need to contact the manufacturer first.
Can I get a refund if I simply changed my mind?
Not as a statutory right for in-store purchases. However, for goods bought online, by phone, or by mail order, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to cancel and return — regardless of whether there is a fault.
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