Consumer Rights and Returns

Consumer Rights - Returns and Refunds

Statutory rights for returns and refunds under Consumer Rights Act 2015

30-day right to reject: Full refund for faulty goods within 30 days
6-month fault presumption: Fault presumed present at purchase for first 6 months
After 6 months: Customer must prove fault was present at purchase
Repair or replace first: After 30 days, one repair/replacement attempt before refund
Final right to reject: If repair/replacement fails, customer can reject
Deduction for use: Reasonable deduction after 6 months for use
Time limit: 6 years to claim (5 years in Scotland)

Consumer Rights - Goods Quality Standards

Quality requirements for goods under Consumer Rights Act

Satisfactory quality: Standard a reasonable person would consider satisfactory
Fit for purpose: Suitable for normal purpose and any specific purpose stated
As described: Match any description, sample, or model
Appearance and finish: Included in satisfactory quality assessment
Freedom from minor defects: Included in satisfactory quality assessment
Safety: Must be safe for normal use
Durability: Last a reasonable time

Consumer Rights Act 2015

The Consumer Rights Act 2015 gives consumers clear rights when buying goods, services, and digital content. Retailers must ensure goods are of satisfactory quality, fit for purpose, and as described. Consumers have rights to refunds, repairs, and replacements for faulty goods.

What goods must be

All goods you sell must be:

Satisfactory quality: Free from defects, safe, and durable
Fit for purpose: Suitable for their intended use, including any specific purpose the customer told you about
As described: Match any description, sample, or model shown

Consumer rights for faulty goods

First 30 days: Full refund if goods are faulty

After 30 days: Repair or replacement; refund if these fail

After 6 months: Customer must prove fault existed at time of purchase

Digital content rights

Digital content (downloads, streaming services, apps) must be:

Of satisfactory quality
Fit for purpose
As described

Consumers can request a repair, replacement, or price reduction if digital content is faulty.

Services rights

Services must be:

Carried out with reasonable care and skill
For a reasonable price (if not agreed in advance)
Within a reasonable time (if not agreed)

What you cannot do

Display 'No refunds' signs - these do not override statutory rights
Charge restocking fees for faulty goods
Force customers to accept credit notes instead of refunds for faulty goods
Blame the manufacturer - your contract is with the customer

Staff training: Train all staff on consumer rights and refund policies
Point of sale information: Display clear information about statutory consumer rights at point of sale
Returns procedures: Implement procedures for handling returns, refunds, repairs, and replacements within legal timeframes
Complaints records: Keep records of all customer complaints and how they were resolved
Terms and conditions: Ensure terms and conditions do not contradict statutory consumer rights
Product descriptions: Review product descriptions to ensure accuracy across all sales channels

Consumer Rights Act guidance for businesses

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Protects consumers buying online, by phone, mail order, or off-premises (outside the seller's normal business premises). Requires specific information disclosure and gives consumers a 14-day cooling-off period to cancel.

When these regulations apply

These rules apply to:

Distance contracts: Online, telephone, mail order, TV shopping
Off-premises contracts: Sales away from business premises (customer's home, street sales, exhibitions)

Required information before purchase

You must provide consumers with:

Main characteristics of goods or services
Your identity (business name, address, contact details)
Total price including taxes and delivery
Payment, delivery, and performance arrangements
Right to cancel within 14 days
Cost and arrangements for returning goods
Customer service contact details

14-day cancellation right

Consumers can cancel within 14 days from:

Day of delivery (goods)
Day of contract (services)
14 days from last instalment delivery (multiple deliveries)

They have another 14 days to return goods after cancelling.

Extending the cancellation period

If you fail to provide cancellation information, the cooling-off period extends to:

14 days after you provide the information, or
12 months + 14 days if you never provide it

Exemptions from cancellation rights

The 14-day cancellation right does not apply to:

Personalised or customised goods
Perishable goods
Sealed goods unsuitable for return for hygiene reasons (once opened)
Newspapers, magazines, periodicals
Services fully performed with consumer's consent before 14 days
Sealed audio/video recordings or software (once unsealed)
Goods that deteriorate or expire quickly

Refund requirements

When consumer cancels, you must:

Refund within 14 days of receiving goods back (or proof of return)
Refund all payments including standard delivery charge
Use same payment method consumer used (unless they agree otherwise)
Not charge for refund processing

Return costs

You can make consumers pay return postage costs if you:

Told them they would pay before purchase
Provided an estimate of costs

Pre-contract information: Display all required pre-contract information clearly on website and in confirmation emails
Cancellation notice: Provide clear cancellation rights notice before and after purchase
Cancellation form: Include model cancellation form with deliveries or in order confirmations
Refund processing: Implement 14-day refund processing (from receiving returns)
Return postage: State clearly who pays return postage and provide cost estimate
Exemptions marking: Mark products exempt from cancellation (personalised items, perishables, hygiene products)
Records keeping: Keep records of information provided to customers and when
Staff training: Train customer service staff on cancellation rights procedures

Online and distance selling guidance

Non-faulty returns

There is no legal right to return non-faulty goods bought in-store. Many retailers offer goodwill returns policies, but this is not required by law. You can set your own conditions (time limits, proof of purchase, exchange only).

For online/distance sales, the 14-day cooling-off period applies regardless of whether goods are faulty.

Consumer Rights and Returns

Annual retail compliance checklist

Holiday let food hygiene, employment and insurance

E-commerce regulations for online selling

Distance Selling and E-Commerce

Consumer rights compliance for digital content sellers

Non-faulty returns

Related guides in Consumer Rights

Annual retail compliance checklist

Holiday let food hygiene, employment and insurance

E-commerce regulations for online selling

Distance Selling and E-Commerce

Consumer rights compliance for digital content sellers

Non-faulty returns