Consumer rights quick reference for traders

Use this card as a quick look-up when handling consumer complaints or auditing your processes. For full guidance, see Consumer rights compliance for traders.

What consumers can claim for faulty goods

The Consumer Rights Act 2015 gives consumers a three-tier remedy system. The tier that applies depends on when the fault is reported.

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)

Tier 1 - Short-term right to reject

When: Within 30 days of delivery (or the goods' expected lifespan if shorter, for perishables).

What consumers get: Full refund, no deduction for use, processed within 14 days. You cannot insist on repair first.

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

Tier 2 - Right to repair or replacement

When: After the 30-day window. The consumer chooses which remedy they want.

What you must do: Complete repair or replacement within a reasonable time, at your cost, without significant inconvenience to the consumer.

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

Tier 3 - Final right to reject or price reduction

When: After a failed or refused repair or replacement.

What consumers get: A refund (with possible deduction for use after 6 months from delivery) or an appropriate price reduction. No deduction applies in the first 6 months — except for motor vehicles.

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

Motor vehicle deduction exception

The CRA 2015 exception allowing deductions for motor vehicles in the first 6 months, where no deductions normally apply for other goods.

Under the CRA 2015, when a consumer exercises the final right to reject, the trader may reduce the refund to account for use the consumer has had of the goods. However, no deduction may be made in the first 6 months — except for motor vehicles.

General rule (s.24(1)-(3)): On final right to reject, trader may make a deduction for use the consumer has had of the goods
First 6 months protection (s.24(4)): No deduction may be made in the first 6 months after delivery — the consumer receives a full refund even after use
Motor vehicle exception (s.24(5)): Motor vehicles are exempt from the 6-month no-deduction rule. A deduction for use may be made from day one
Practical impact: A car buyer who rejects after 4 months may receive less than the full price. For any other goods (e.g. furniture, electronics), the buyer gets a full refund in the same period
Motor vehicle definition: Not defined in the CRA 2015. Generally follows Road Traffic Act 1988 s.185 — a mechanically propelled vehicle intended or adapted for use on roads

What consumers can claim for services

There is no right to reject services. Consumers have two remedies when a service does not meet the required standard of reasonable care and skill:

Repeat performance: You redo the service within a reasonable time at your cost.
Price reduction: The consumer claims an appropriate reduction — up to 100% if repeat performance is impossible or fails. You have 14 days to process any refund.

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 consumers can claim for digital content

Digital content (apps, software, downloads, streaming) follows a two-tier system: repair or replacement first, then price reduction. There is no 30-day short-term right to reject for digital content.

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.

Distance and online sales: the 14-day cooling-off period

When consumers buy at a distance (online, phone, mail order), they have a 14-day cancellation right in addition to their statutory fault rights. This applies to all goods, services, and digital content sold at a distance.

Distance Selling - 14-Day Cooling-Off Period

Cancellation rights for online and phone sales

Cooling-off period: 14 days from delivery
Extended period: 12 months if cancellation rights not provided
Refund deadline: 14 days from receiving returned goods
Return shipping: Customer pays unless seller offers free returns
Restocking fees: ILLEGAL - cannot charge
Deduction for use: Only if customer handled goods beyond checking
Digital content: Cancellation lost if download begins with consent

Helpline number rules

If you operate a telephone helpline for customers who have already placed an order or entered a contract, you must use a basic rate or freephone number. Premium rate helplines for existing customers are prohibited.

Post-contract helpline number requirements

CCR 2013 requirement for traders to use basic rate or freephone numbers for post-contract helplines, not premium rate numbers.

Regulation 41 of the CCR 2013 prohibits traders from operating a telephone helpline at more than the basic rate for consumers who contact them about a contract they have already entered into.

Requirement: Post-contract helplines must use basic rate (01, 02, 03) or freephone (0800, 0808) numbers. Calls must not cost more than the basic rate
Prohibited numbers: Premium rate (09), revenue-sharing (084, 087), and any number that costs the caller more than basic rate
Scope: Applies to all telephone lines operated by the trader for consumers to contact them about a contract they have entered into
Pre-contract lines: Does not apply to pre-contract enquiry lines (e.g. sales lines), only to lines for existing customers about their contract
Enforcement: Trading Standards may take enforcement action. Ofcom may also take action under the Premium Rate Services Regulations
Mobile calls: Calls to 01, 02, 03 numbers are included in mobile phone plan inclusive minutes

Pre-ticked boxes for additional charges

You cannot use pre-ticked boxes or default opt-in mechanisms to charge consumers for additional products or services. Each additional charge requires the consumer's express, active consent.

Prohibition on pre-ticked boxes for additional charges

CCR 2013 prohibition on using pre-ticked boxes or default consent mechanisms to charge consumers for additional products or services.

Regulation 40 of the CCR 2013 requires that any additional payment beyond the main contract price must be based on the consumer's express consent. Pre-ticked boxes or default opt-in mechanisms do not constitute express consent.

Requirement: Traders must obtain the consumer's express consent to any payment in addition to the agreed price for the main obligation. The consumer must actively opt in
Pre-ticked boxes banned: Using a pre-ticked checkbox as the default option for an additional product, service, or charge is not valid express consent
Consequence of breach: If additional payment was taken without express consent, the consumer is entitled to a full refund of the additional amount
Common examples: Travel insurance added at checkout, extended warranty pre-selected, priority delivery pre-ticked, donation to charity pre-selected
Online checkout: Additional items or services must not be pre-selected in the shopping basket. Each additional charge requires a separate, active opt-in by the consumer
Enforcement: Trading Standards. Also covered by CMA unfair commercial practices guidance

What you cannot do

Exclude or restrict statutory rights by contract terms, receipts, or notices (any such clause is void)
Display 'no refunds' or 'exchange only' without making clear this does not affect statutory rights
Insist on a repair before a refund within the 30-day window
Charge a handling or restocking fee for processing a statutory refund
Require a consumer to produce the original receipt — a bank statement or email confirmation is valid proof of purchase
Require original packaging as a condition of accepting a statutory return

Official guidance and legislation

Accepting returns and giving refunds
GOV.UK overview of a trader's obligations when consumers return faulty or unwanted goods.
gov.uk
Consumer Rights Act 2015
Full text of the Consumer Rights Act 2015.
legislation.gov.uk
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Distance selling cancellation rights, pre-contract information, and additional charges rules.
legislation.gov.uk
Consumer rights compliance for traders (full guide)
Comprehensive coverage of goods, services, digital content rights, and tiered remedies.
business.gov.uk

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Consumer rights quick reference for traders

What consumers can claim for faulty goods

Tier 1 - Short-term right to reject

Tier 2 - Right to repair or replacement

Tier 3 - Final right to reject or price reduction

What consumers can claim for services

What consumers can claim for digital content

Distance and online sales: the 14-day cooling-off period

Helpline number rules

Pre-ticked boxes for additional charges

What you cannot do

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What consumers can claim for faulty goods

Tier 1 - Short-term right to reject

Tier 2 - Right to repair or replacement

Tier 3 - Final right to reject or price reduction

What consumers can claim for services

What consumers can claim for digital content

Distance and online sales: the 14-day cooling-off period

Helpline number rules

Pre-ticked boxes for additional charges

What you cannot do

Related guides in Consumer Rights

Business Context Testing

Content Graph