Faulty goods
When you buy goods from a business, the Consumer Rights Act 2015 says they must be of satisfactory quality, fit for purpose, and as described. If they aren't, you have rights against the seller, not the manufacturer.
For the first 30 days after you receive goods, you usually have a short-term right to reject faulty goods and get a full refund. After that, or if you choose, you can ask for a repair or replacement. If a repair or replacement doesn't work, isn't possible or takes too long, you may be entitled to a price reduction or to reject the goods for a refund, which can be reduced to reflect the use you've had of them.
If a fault appears within six months of delivery, it's generally assumed to have been there when you received the goods, unless the seller can show otherwise. After six months, it's usually up to you to show the fault was there from the start.
Services
When a business provides a service, it must use reasonable care and skill. If a price or completion time wasn't agreed, the service should be carried out within a reasonable time and for a reasonable price. Anything the business told you about the service, and that you relied on, can also form part of the contract.
If a service isn't carried out properly, you can usually ask the business to put it right. If that isn't possible, or isn't done within a reasonable time, you may be entitled to a price reduction, which can be up to the full price.
Digital content
Digital content, such as apps, games, music, films and software, must also be of satisfactory quality, fit for purpose and as described. If it's faulty, you can usually ask for a repair or replacement, and if that doesn't work, you may be entitled to a price reduction. If faulty digital content damages your device or other digital content, you may be entitled to a repair or compensation.
Buying online, by phone or by mail order
When you buy from a business online, by phone or by mail order, you usually have the right to cancel and get a refund within 14 days, even if nothing is wrong. For goods, the 14 days usually start the day after you receive them. For services, they usually start the day after you enter into the contract.
Once you've cancelled, you usually have 14 days to send goods back, and the seller must refund you within 14 days of receiving them or proof you've sent them. The seller may not have to pay for return postage.
Some things can't be cancelled in this way, such as personalised or made-to-measure items, perishable goods, sealed items that can't be returned for hygiene reasons once unsealed, and digital content once you've agreed to it starting.
Buying in a shop
If you buy something in a shop and simply change your mind, you don't usually have a legal right to a refund. Many shops offer refunds or exchanges anyway, but this is their own policy. Your legal rights apply when goods are faulty, not as described, or not fit for purpose.
Deliveries
When you buy goods from a business, they remain the seller's responsibility until they're in your possession, or in the possession of someone you've nominated to receive them. If goods are lost or damaged before they reach you, the seller is usually responsible, not you.
Paying by card
If you paid by credit card, you may be able to claim against your card provider as well as the seller under section 75 of the Consumer Credit Act 1974, where the item or service cost more than £100 and not more than £30,000.
If you paid by debit card, or by credit card for a smaller amount, you may be able to ask your bank for a chargeback. This is based on the card scheme's rules rather than the law, and time limits apply.
Buying from a private seller
The Consumer Rights Act 2015 mainly applies when you buy from a business. If you buy from a private individual, for example through an online marketplace, your rights are more limited. The item must generally be as described, but it doesn't have to meet the same quality standards.
Making a complaint
If something has gone wrong, it usually helps to raise it with the business in writing, keep copies of everything, and explain clearly what you want, such as a repair, replacement or refund.
If that doesn't resolve things, some sectors have an ombudsman or an approved dispute resolution scheme, for example for energy, telecoms and financial services. As a last resort, you may be able to make a small claim through the courts. The process is different in England and Wales, Scotland and Northern Ireland.
If you'd like help putting your complaint in writing, you can ask about our document preparation assistance once you've unlocked an answer.
Important: scams and urgent situations
If you think you've been the victim of a scam or fraud, contact your bank or card provider immediately, as acting quickly can make a difference. You should also report it to the police.
If you have a court claim or deadline, don't rely on LegalBuddha. Check the deadlines carefully and get advice promptly.
Frequently asked questions
Can I get a refund if I change my mind about something I bought in a shop?
Not usually as a legal right. Many shops offer refunds or exchanges as their own policy. Your legal rights apply when goods are faulty, not as described or not fit for purpose.
How long do I have to return faulty goods for a full refund?
You usually have 30 days from when you receive the goods to reject them for a full refund. After that, you can usually ask for a repair or replacement first.
Can I cancel something I bought online?
Usually yes. For most goods bought online from a business, you can cancel within 14 days of receiving them, even if nothing is wrong. Some items, such as personalised goods, are exceptions.
Do I need a receipt to return something?
You need proof of purchase, but it doesn't have to be a receipt. A bank or card statement can be enough.
The seller says I need to contact the manufacturer. Is that right?
Your rights under the Consumer Rights Act 2015 are against the business that sold you the goods, not the manufacturer. A manufacturer's guarantee is in addition to those rights.
Can LegalBuddha help me write a complaint letter?
Yes. Once you've unlocked an answer, you can ask about document preparation assistance, which includes practical help preparing letters based on the information you provide.