Consumer rights quick reference 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