The Consumer Rights Act 2015 is the main law protecting consumers when they buy from traders. It sets out what consumers can expect from goods, services, and digital content - and what remedies they have when things go wrong.

As a trader, you must understand these rights because:

You cannot exclude or restrict these statutory rights by contract terms, notices, or disclaimers
Consumers can enforce these rights against you directly
Trading Standards can prosecute persistent or serious breaches
From April 2025, the Competition and Markets Authority can impose fines up to 10% of global turnover without going to court

This guide explains what standards your goods, services, and digital content must meet, and what remedies consumers have when they do not.

Who is a 'consumer' under the Act?

The Consumer Rights Act only protects consumers - individuals acting for purposes wholly or mainly outside their trade, business, craft or profession.

Consumer sales:

Individual buying a laptop for personal use
Person buying furniture for their home
Someone downloading music for personal enjoyment

Not consumer sales:

Business buying office equipment
Sole trader buying tools for their trade
Company purchasing software licences

Business-to-business sales are governed by different rules (mainly the Sale of Goods Act 1979 and Supply of Goods and Services Act 1982), which allow more flexibility in contract terms.

Statutory rights for goods

When you sell goods to consumers, the law implies certain terms into every contract. These are statutory rights that you cannot exclude or limit.

Consumer Rights for Goods (CRA 2015)

Statutory quality requirements for goods sold to consumers - satisfactory quality, fitness for purpose, and as described.

Under the Consumer Rights Act 2015, every contract to supply goods to a consumer includes implied statutory terms about quality. These terms cannot be excluded or limited by the trader.

Satisfactory quality (s.9): Goods must meet the standard a reasonable person would consider satisfactory, considering description, price, and all relevant circumstances
Fitness for purpose (s.10): Goods must be reasonably fit for any particular purpose made known to the trader before purchase
As described (s.11): Goods must match any description given by the trader, including pre-contract information
Match sample (s.13): Goods must match any sample shown, and be free from defects not apparent on reasonable examination
Match model (s.14): Goods must match any model examined before purchase, except for disclosed differences
Installation (s.15): Incorrect installation by the trader constitutes non-conformity if installation is part of the contract
Right to supply (s.17): Trader must have authority to sell, goods must be free from undisclosed charges, and consumer entitled to quiet possession

Five aspects of satisfactory quality

The Act specifies five aspects that determine whether goods are of satisfactory quality:

Fitness for usual purposes - goods must work for all common uses
Appearance and finish - visual and tactile qualities must meet expectations
Freedom from minor defects - no small flaws a reasonable consumer would notice
Safety - goods must be safe for normal use
Durability - goods must remain functional for a reasonable period

Exceptions to satisfactory quality

The satisfactory quality requirement does not apply to defects:

Specifically drawn to the consumer's attention before the contract
That an examination ought to have revealed (if the consumer examined the goods)
In sample contracts, that would be apparent on reasonable examination of the sample

What this means in practice

Every product you sell must meet these standards at the time of sale. If a fault appears later, the key question is whether it was present (even if not obvious) when the goods were delivered.

Examples of failing to meet standards:

Satisfactory quality: A new coat with a broken zip; a washing machine that leaks
Fit for purpose: A 'waterproof' phone case that lets water in; paint sold as suitable for exterior use that peels in rain
As described: A jacket described as 'wool' that is actually synthetic; furniture shown as oak that arrives in pine

Your shop policies cannot override these rights. Notices saying 'no refunds' or 'exchange only' do not affect consumers' statutory rights when goods are faulty.

Statutory rights for services

When you provide services to consumers, the law implies terms about the standard of work, price, and timing.

Consumer Rights for Services (CRA 2015)

Statutory quality standards for services provided to consumers - reasonable care and skill, information accuracy, reasonable price and time.

Under the Consumer Rights Act 2015, contracts for services between traders and consumers include implied terms about quality. These protections apply to all service contracts except employment, apprenticeships, and certain transport services.

Reasonable care and skill (s.49): The trader must perform the service with reasonable care and skill
Information as terms (s.50): Statements about the trader or service become contractual terms if the consumer relied on them
Reasonable price (s.51): If no price is fixed, the consumer pays a reasonable price and no more
Reasonable time (s.52): If no time is agreed, the service must be completed within a reasonable time

Consumer remedies for services

When a service fails to meet these standards, consumers have two main remedies:

Repeat performance (s.55) - Consumer can require the trader to re-perform the service within a reasonable time, without significant inconvenience, and at the trader's cost
Price reduction (s.56) - Consumer can claim a reduction in price (up to 100% if appropriate), with refund within 14 days

Repeat performance not available: If completion is impossible
Price reduction refund deadline: Within 14 days of trader agreeing the reduction
Refund method: Same payment method as original purchase, unless consumer agrees otherwise
Trader cannot charge fee: No fee may be charged for processing the refund

Non-excludable rights

Under section 57, traders cannot exclude these statutory terms through contract terms:

Reasonable care and skill requirement
Information accuracy requirement
Fair pricing terms
Reasonable time terms

What this means in practice

The 'reasonable care and skill' standard means performing to the level of a competent professional in your field. It does not require perfection, but it does require competence.

Examples of failing to meet standards:

Reasonable care and skill: A decorator who leaves paint splashes on carpets; a plumber whose work causes a leak; a hairdresser who causes chemical damage to hair
Information as terms: Telling a customer 'this will solve your damp problem' when it will not; stating a repair will last 5 years when it will not
Reasonable time: Taking 3 months to complete work that should take 2 weeks (where no timescale was agreed)

Statutory rights for digital content

The Consumer Rights Act 2015 was the first UK law to give consumers specific rights for digital content. This covers software, apps, games, music, films, e-books, and other data supplied in digital form.

Consumer Rights for Digital Content (CRA 2015)

Statutory quality standards for digital content supplied to consumers - satisfactory quality, fitness for purpose, as described, with device damage liability.

Under the Consumer Rights Act 2015, digital content supplied to consumers must meet statutory quality standards. Digital content means data produced and supplied in digital form, including downloaded software, streaming services, digital games, e-books, and apps.

Definition (s.33): Data produced and supplied in digital form
Applies when: Consumer pays for digital content, OR content is bundled with paid goods/services
Satisfactory quality (s.34): Must meet the standard a reasonable person would consider satisfactory
Fitness for purpose (s.35): Must be reasonably fit for any particular purpose made known to the trader
As described (s.36): Must match descriptions of main characteristics, functionality, and compatibility

Quality aspects for digital content

The satisfactory quality test considers:

Fitness for typical purposes
Freedom from minor defects
Safety
Durability

Note: Unlike goods, traders cannot use pre-contract examination or disclosure to avoid liability for digital content defects.

Right to repair or replacement (s.43): Within reasonable time, without significant inconvenience, trader bears all costs
Right to price reduction (s.44): Available if repair/replacement is impossible or trader fails to provide it in reasonable time
Refund processing deadline (s.45): Within 14 days of trader agreeing entitlement
Refund method: Same payment method as original purchase, no fees charged
6-month presumption (s.42): Digital content not conforming within 6 months is presumed faulty at supply - trader must prove otherwise

Device damage liability (s.46)

If digital content causes damage to the consumer's device or other digital content, the trader is liable if the damage would not have occurred had the trader exercised reasonable care and skill. Remedies include:

Repair - within reasonable time, without significant inconvenience, trader pays all costs
Compensation - payment within 14 days, no fees charged

Non-excludable rights (s.47)

Traders cannot contractually exclude these protections. Any terms that restrict consumer rights, impose conditions on rights, or disadvantage consumers for pursuing remedies are unenforceable.

What this means in practice

Digital content rights apply whether the consumer paid directly for the content, or whether it was bundled with paid goods or services (such as pre-installed apps on a phone).

Device damage liability is important: If your digital content (such as an app or software update) damages a consumer's device or other digital content, you may be liable for repair or compensation. This is a strict liability - the consumer does not need to prove negligence, only that the damage would not have occurred if you had exercised reasonable care and skill.

Examples of failing to meet standards:

Satisfactory quality: A game that crashes frequently; software with major bugs that prevent normal use
Fit for purpose: Accounting software that cannot handle VAT calculations when the consumer specified they needed this
As described: An app described as 'compatible with iOS 17' that does not work on iOS 17
Device damage: A software update that corrupts the consumer's data or bricks their device

The tiered remedies system for goods

When goods do not meet statutory standards, consumers have a structured set of remedies. Understanding this system is essential for handling complaints correctly.

Consumer Remedies Three-Tier System Overview

Overview of the CRA 2015 three-tier remedy system for faulty goods

Tier 1 - Short-term right to reject: Within 30 days of delivery, consumer can reject goods and receive full refund
Tier 2 - Right to repair or replacement: After 30 days, consumer can request repair or replacement at trader's cost
Tier 3 - Final right to reject OR price reduction: After one failed repair/replacement, consumer can reject or claim price reduction

Accepting returns and giving refunds

CRA Tier 1 - Short-Term Right to Reject

30-day right to reject faulty goods for full refund

Timeframe: 30 days from ownership transferred, goods delivered, and installation completed
Refund amount: Full refund, no deduction for use
Refund method: Via original payment method
Refund deadline: Without undue delay, and in any event within 14 days
Perishable goods: Shorter of 30 days or the goods' expected lifespan
Clock pauses: Time spent waiting for repair or replacement
Non-waivable: Consumer cannot agree to lose this right before time limit passes

CRA Tier 2 - Right to Repair or Replacement

Consumer's right to repair or replacement after 30-day period

Trader must complete: Within a reasonable time (depends on nature of goods and purpose)
Trader must cause: No significant inconvenience to the consumer
Trader must bear: All necessary costs including labour, materials, and postage
Not available if: Impossible, or disproportionate compared to alternative remedy
Consumer must give: Reasonable time for chosen remedy before switching or exercising final rejection

CRA Tier 3 - Final Right to Reject

Final right to reject or price reduction after failed repair/replacement

Deduction for use: Refund may be reduced by deduction for use the consumer has had
6-month protection: No deduction for use in first 6 months after delivery
Motor vehicle exception: 6-month no-deduction protection does NOT apply to motor vehicles
Price reduction alternative: Instead of rejection, consumer can accept appropriate reduction (may be full price)
6-month burden of proof: If goods fail within 6 months, trader must prove they conformed at delivery

CRA 2015 Consumer Remedies Key Timeframes

Summary of key timeframes for consumer remedies under CRA 2015

30 days: Short-term right to reject (full refund)
14 days: Trader must process refund
6 months: No deduction for use on final rejection (except motor vehicles)
6 months: Presumption goods were faulty at delivery (trader must prove otherwise)
7 days: Extended rejection period after failed replacement (if original 30 days passed)

How to apply the tiered system

Tier 1 - The 30-day right to reject:

This is the consumer's strongest right. Within 30 days of delivery, they can reject faulty goods and demand a full refund. You cannot insist on attempting a repair first. The refund must be processed within 14 days.

Tier 2 - Repair or replacement:

After 30 days (or if the consumer prefers), they can request repair or replacement. The consumer chooses which remedy they want. You can only refuse their choice if it is impossible or disproportionately expensive compared to the alternative. You must complete the repair or replacement:

Within a reasonable time
Without significant inconvenience to the consumer
At your own cost (including labour, materials, and postage)

Tier 3 - Final rejection or price reduction:

If repair or replacement fails, is refused, or takes too long, the consumer can:

Reject the goods and claim a refund (possibly with a deduction for use after the first 6 months)
Keep the goods and claim an appropriate price reduction

The 6-month presumption

For the first 6 months after delivery, there is a legal presumption that any fault was present at the time of sale. This is crucial for handling complaints:

Within 6 months: You must prove the goods were fault-free when delivered. If you cannot prove this, you must provide a remedy.
After 6 months: The consumer must prove the fault existed at delivery. This is harder for the consumer, but not impossible - an independent expert report can establish this.

The same 6-month presumption applies to digital content.

What you cannot do

The Consumer Rights Act makes certain contract terms and notices unenforceable:

You cannot exclude statutory rights. Terms saying 'no refunds under any circumstances' or 'the seller accepts no liability for defects' are void.
You cannot restrict remedies. Terms saying 'our only obligation is to repair' or 'maximum refund is 50% of purchase price' are unenforceable.
You cannot impose conditions. Requiring consumers to return goods in original packaging, or within a shorter period than the law allows, as a condition of exercising statutory rights is not permitted.
You cannot disadvantage consumers for exercising rights. Blacklisting customers who return faulty goods, or charging 'administration fees' for processing statutory refunds, is unlawful.

Voluntary returns policies are separate. You can have a policy allowing returns of non-faulty goods (for example, 'change of mind' returns) with conditions. But this must be clearly separate from, and additional to, the consumer's statutory rights.

Train staff on the 30-day rule

Ensure all customer-facing staff know that consumers can reject faulty goods for a full refund within 30 days. No repair attempt required first.
Process refunds within 14 days

Once you agree a consumer is entitled to a refund, you have 14 days to process it. Use the same payment method as the original purchase.
Do not refuse to deal with faults in the first 6 months

In the first 6 months, the burden of proof is on you. If a fault appears, you must provide a remedy unless you can prove the goods were fault-free at delivery.
Review your terms and conditions

Check that your terms do not attempt to exclude or restrict statutory rights. Remove any clauses that do - they are void and could attract enforcement action.
Distinguish statutory rights from goodwill policies

If you offer additional goodwill returns (such as 28-day change of mind), make clear this is separate from and in addition to statutory rights.
Keep records of complaints and resolutions

Document how you handle consumer complaints. This protects you if disputes escalate and demonstrates compliance to Trading Standards.

Enforcement and penalties

The Consumer Rights Act is enforced by Trading Standards (local authority) and, for wider market issues, the Competition and Markets Authority (CMA).

From 6 April 2025, the Digital Markets, Competition and Consumers Act 2024 gives the CMA power to:

Investigate consumer law breaches without going to court
Impose fines up to 10% of global turnover or £300,000 (whichever is higher)
Require businesses to change their practices
Order compensation for consumers

Individual consumers can also bring claims through the courts or through Alternative Dispute Resolution (ADR) schemes.

Business Context Testing

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Guvnor

Consumer rights compliance for traders

Who is a 'consumer' under the Act?

Statutory rights for goods

What this means in practice

Statutory rights for services

What this means in practice

Statutory rights for digital content

What this means in practice

The tiered remedies system for goods

How to apply the tiered system

The 6-month presumption

What you cannot do

Train staff on the 30-day rule

Process refunds within 14 days

Do not refuse to deal with faults in the first 6 months

Review your terms and conditions

Distinguish statutory rights from goodwill policies

Keep records of complaints and resolutions

Enforcement and penalties

Compliance Assistant

🧪 Business Context Testing

◉ Content Graph

Who is a 'consumer' under the Act?

Statutory rights for goods

What this means in practice

Statutory rights for services

What this means in practice

Statutory rights for digital content

What this means in practice

The tiered remedies system for goods

How to apply the tiered system

The 6-month presumption

What you cannot do

Train staff on the 30-day rule

Process refunds within 14 days

Do not refuse to deal with faults in the first 6 months

Review your terms and conditions

Distinguish statutory rights from goodwill policies

Keep records of complaints and resolutions

Enforcement and penalties

Related guides in Consumer Rights

Business Context Testing

Content Graph