Guide

Consumer rights quick reference for traders

A quick reference card for traders covering what consumers can claim under the Consumer Rights Act 2015. Key timeframes, remedy tiers, helpline number rules, and pre-ticked box prohibition at a glance.

UK-wide

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Consumer rights compliance for traders

Your legal obligations under the Consumer Rights Act 2015 when selling goods, services, or digital content to consumers. Covers statutory quality standards, the 30-day refund right, tiered remedies, and what you cannot exclude by contract.

Read guide

Handle consumer complaints about faulty goods

Step-by-step guidance for frontline and customer service staff handling faulty goods complaints under the Consumer Rights Act 2015. Covers the 30-day right to reject, when to offer repair or replacement, and the final right to reject - with common staff mistakes to avoid.

Read guide