Consumer Rights Act 2015
What this means for your business
- Enforced by
- CMA, OPSS, Trading Standards
- Applies to
- United Kingdom
- On this page
- 21 compliance obligations, 37 practical guides across 5 topics
What you must do
21 compliance obligations under this legislation.
Management duties 14
Deliver goods on time and reimburse if delivery fails
When you sell goods to a consumer you must get them to the buyer either at the agreed time or, if no time is set, within 30 days of the contract. If you don’t deliver on time, you must promptly refund any money the consumer has paid and, if the consumer sets a new deadline, meet that deadline or the contract ends.
Deliver services within a reasonable time
If you sell a service and you haven’t set a specific deadline (or the related information doesn’t set one), the law expects you to complete the work promptly – what a reasonable person would consider a fair time. Failing to do so gives the consumer a right to take action, such as refusing to pay or claiming a refund.
Display and publish your letting fees clearly
If you operate as a letting agent in England, you must show a clear, up‑to‑date list of every fee you charge. The list has to be displayed where customers meet you, posted on your own website, and shown (or linked) on any third‑party property sites you use. Each fee must be described, show who pays it and the amount (or how it’s worked out), and include any client‑money protection or redress scheme statements where required.
Do not exclude liability for death or personal injury caused by negligence
Your business must not put any clause in consumer contracts or consumer notices that tries to limit or void your liability if a customer suffers death or personal injury because of your negligence. This means you need to check all your consumer-facing terms and remove any that try to restrict responsibility for such injuries.
Ensure contract terms and consumer notices are fair
Any term or notice you put in a contract with a consumer must be fair – it shouldn’t create a big disadvantage for the consumer and must be agreed in good faith. If a term or notice is found to be unfair, it won’t be binding on the consumer, which can undermine your contract and expose you to enforcement action. In practice, you need to review and manage your contract wording and any consumer‑facing notices to make sure they meet the fairness test.
Ensure legal right to sell/hire goods and disclose any encumbrances
When you sell or hire goods to a consumer, you must be able to transfer ownership or possession and the items must be free from undisclosed charges or security interests. You also have to tell the consumer about any known charges or restrictions and guarantee they can enjoy quiet possession of the goods.
Include required pre‑contract info as contract terms
If you sell goods, any pre‑contract information you are required to give under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (except the main characteristics of the goods) must be treated as a term of the contract. You cannot change that information later unless the consumer expressly agrees to the change.
Make contract terms and consumer notices clear and readable
If you sell goods or services to consumers, you must ensure any written contract terms or notices you give them are easy to understand and easy to read. This means using plain, simple language and making sure the text is legible. Review your standard terms and any consumer‑facing notices and rewrite them where needed.
Provide clear written guarantee and give it on request
If you sell goods and offer a guarantee, you must write the guarantee in plain, easy‑to‑understand English, include your name, address, how long it lasts and where it applies, and state that the consumer’s statutory rights still apply. You also have to give a copy of the guarantee to any consumer who asks for it within a reasonable time.
Repair or replace faulty goods promptly
If a customer asks you to fix or replace a product that does not meet the contract, you must do so within a reasonable time and without causing them significant inconvenience, and you must pay all the associated costs. You only need to provide the remedy if it is possible and not disproportionate compared with the alternative. You must also give the customer a reasonable period to let you carry out the repair or replacement unless that would itself cause significant inconvenience.
Repair or replace non‑conforming digital content
If a consumer tells you that the digital content you supplied does not work as agreed, you must fix it or give them a replacement. You have to do this within a reasonable time, without causing the customer significant inconvenience, and you must pay any necessary costs such as labour, materials or postage.
Supply digital content of satisfactory quality
If your business provides digital products – such as software, apps, e‑books, music or video – you must make sure they meet the quality a reasonable consumer would expect. This includes being fit for their usual purpose, free from minor faults, safe and durable, and matching any description, price and public statements you have made. Failure to meet this standard can give the consumer a right to a repair, replacement, price reduction or refund.
Supply goods that meet satisfactory quality standards
When you sell goods to consumers you must make sure they are of satisfactory quality – meaning they meet the expectations of a reasonable person, given the description, price and any statements you’ve made. If the goods are unsafe, defective, or not fit for their normal use you could be in breach of the Consumer Rights Act.
Treat required pre‑contract information as contract terms for digital content
If you sell digital content (e.g., software, apps, e‑books) you must include any pre‑contract information you gave the consumer – apart from the main characteristics, functionality and compatibility – as a term of the contract. That information cannot be changed later unless the consumer expressly agrees to the change.
Notifications 1
Provide full ticket details to buyers before sale
If you resell event tickets through a secondary ticketing platform, you must give the buyer clear information about the seat or standing area, any restrictions on who can use the ticket, and the ticket’s face price, plus a statement of who you are, before they commit to buying. The info must be easy to understand and presented at the point of sale.
Other requirements 2
Provide repeat performance of services when requested
If a consumer tells you the service you provided isn’t up to contract standards, you must do the work again. You have to carry out the repeat performance within a reasonable time, without causing the consumer significant inconvenience, and you must pay any extra labour or material costs yourself.
Provide services with reasonable care and skill
When you sell a service to a consumer, the law automatically requires you to carry out that service with reasonable care and skill. In practice this means you must do the work competently, safely and to a standard a reasonable person would expect. If the service falls short, the consumer can claim a refund or compensation.
Payments and fees 4
Provide price reduction or refund promptly
If a consumer cannot get the digital content repaired or replaced, or you fail to do so within a reasonable time, they can demand a price reduction. You must reduce the price (or refund any over‑payment) within 14 days, using the same payment method they used and without charging any fee.
Provide price reduction/refund to consumers
If a customer cannot get the service performed again, or you fail to redo it within a reasonable time, you must lower the price and refund any over‑payment. The refund must be paid back within 14 days, using the same payment method unless the customer agrees otherwise, and you must not charge any fee.
Provide remedy for damage caused by digital content
If your business supplies digital content that damages a consumer’s device or other digital content, you must either fix the damage at your own cost within a reasonable time and without causing the consumer inconvenience, or pay them compensation. The payment must be made within 14 days of agreeing the consumer is entitled to it and you may not charge the consumer any fee.
Refund consumers for faulty digital content
If you sell digital content that turns out to be defective, not as described, or otherwise breaches the contract, you must give the consumer a refund. The refund must be for the amount they paid (or the proportionate amount if only part of the content is affected), be paid back within 14 days, use the same payment method unless they agree otherwise, and you cannot charge any fee for it.
Practical guidance
Our guides explain how to comply with the requirements above.
Sector-Specific 29
Set up a property letting business
Five mandatory compliance requirements for lettings agents operating in England. Register before you trade to avoid penalties up …
Running a package travel business
How to comply with ATOL licensing and Package Travel Regulations 2018 when selling package holidays. Covers ATOL application, …
Retail sector market overview
UK retail market statistics, ecommerce growth trends, and investment opportunities for retailers operating in Great Britain.
Specialist retail licences and registrations
Specialist licences required for specific retail activities including tobacco registration, fireworks sales, pet shops, scrap metal dealing, and …
Product safety and labeling requirements
General Product Safety Regulations 2005, UKCA marking, weights and measures compliance, and labeling obligations for retailers selling in …
Consumer Rights and Returns
Understand consumer rights for returns, refunds, and replacements under the Consumer Rights Act 2015.
Distance Selling and E-Commerce
Comply with Consumer Contracts Regulations for online, phone, and mail order sales.
Age-Restricted Products
Understand legal requirements for selling age-restricted products including alcohol, tobacco, and knives.
Sunday Trading Rules
Understand Sunday trading hours restrictions and exemptions in England and Wales.
Price Marking for Retailers
Comply with price display requirements under the Price Marking Order 2004.
Consumer rights compliance for traders
Your legal obligations under the Consumer Rights Act 2015 when selling goods, services, or digital content to consumers. …
Comply with Trading Standards and Consumer Rights
Your legal obligations under the Consumer Rights Act 2015, Consumer Contracts Regulations, and trading standards law. Covers goods, …
Distance and off-premises selling requirements
Your legal obligations when selling to consumers online, by phone, by mail order, or at their home. Covers …
Packaging and labeling for export markets
Country-specific packaging and labeling requirements - UK standards don't automatically apply overseas.
General product safety requirements
Understand your legal obligations under the General Product Safety Regulations 2005 when placing consumer products on the GB …
Annual retail compliance checklist
Quick annual compliance verification for established retailers. Covers consumer rights, pricing, age verification, data protection, Sunday trading, fire …
Avoid selling counterfeit goods
Protect your business from counterfeit goods liability. Covers supplier due diligence, trade mark verification, Trading Standards seizure powers, …
Equality and accessibility for retail businesses
Understand your obligations under the Equality Act 2010 as a retail service provider. Covers protected characteristics, reasonable adjustments …
Avoid unfair trading practices in retail
Understand unfair trading rules under the Digital Markets, Competition and Consumers Act 2024 (which replaced the CPRs 2008 …
Consumer rights compliance for service providers
How to comply with the Consumer Rights Act 2015 when providing services to consumers. Covers the reasonable care …
Prepare for CMA enforcement action
What to expect if the Competition and Markets Authority or Trading Standards investigates your business for consumer protection …
Product safety penalties and enforcement
Quick reference for product safety penalties, enforcement powers, and sanctions under the General Product Safety Regulations 2005, Consumer …
Product safety compliance checklist for the GB market
Compliance checklist for businesses placing consumer products on the Great Britain market. Covers the general safety requirement, UKCA …
Understanding UK product safety law
A strategic overview of UK product safety law for business owners and directors. Explains the three legislative pillars …
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. …
Avoiding unfair terms in consumer contracts
Part 2 of the Consumer Rights Act 2015 controls which terms in consumer contracts are enforceable. Many traders …
Consumer rights quick reference for traders
A quick reference card for traders covering what consumers can claim under the Consumer Rights Act 2015. Key …
Write consumer-friendly terms and conditions
How to write consumer contracts that are legally compliant and enforceable. Covers the transparency requirement under the Consumer …
Holiday let food hygiene, employment and insurance
Food hygiene, employment law, insurance, and environmental duties for self-catering holiday accommodation. Covers food business registration, allergens, food …
Digital & Technology 4
Software licensing compliance
Understand your legal obligations when using, developing, or distributing software - including open source licensing, commercial agreements, and …
E-commerce regulations for online selling
Legal requirements for selling online - including consumer contracts, pre-contract information, cancellation rights, and digital content regulations.
App store and digital platform regulation
How the Digital Markets Act and CMA regulation affects large digital platforms and app store operators. Covers Strategic …
Consumer rights compliance for digital content sellers
Your legal obligations under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 when selling software, apps, …
Employment & HR 2
Equality Act 2010 employer compliance
Your legal duties under the Equality Act 2010 including protected characteristics, discrimination types, reasonable adjustments, harassment prevention, and …
Preventing discrimination at work
Your duties under the Equality Act 2010 to prevent workplace discrimination. Covers the nine protected characteristics, types of …
Tax & Finance 1
Sections and provisions
111 classified provisions from this legislation.
Duties 20
- s.9 Goods to be of satisfactory quality contract
- s.17 Trader to have right to supply the goods etc contract
- s.23 Right to repair or replacement question as
- s.28 Delivery of goods
- s.30 Goods under guarantee other person who offers
- s.34 Digital content to be of satisfactory quality contract
- s.43 Right to repair or replacement question as
- s.44 Right to price reduction The trader
- s.45 Right to a refund The trader
- s.46 Remedy for damage to device or to other digital content question as
- s.49 Service to be performed with reasonable care and skill contract
- s.52 Service to be performed within a reasonable time
- s.55 Right to repeat performance question as
- s.56 Right to price reduction The trader
- s.62 Requirement for contract terms and notices to be fair
- s.65 Bar on exclusion or restriction of negligence liability
- s.68 Requirement for transparency A trader
- s.83 Duty of letting agents to publicise fees etc letting agents
- s.84 Letting agents to which the duty applies
- s.90 Duty to provide information about tickets operator of the facility
Powers 10
- s.33 Contracts covered by this Chapter
- s.48 Contracts covered by this Chapter
- s.58 Powers of the court
- s.63 Contract terms which may or must be regarded as unfair
- s.87 Enforcement of the duty
- s.93 Enforcement of this Chapter
- s.96 Power to make consequential provision
- s.97 Power to make transitional, transitory and saving provision
- Schedule 3 Enforcement of the law on unfair contract terms and notices
- Schedule 8 Private actions in competition law
Definitions 16
- s.2 Key definitions Trader Consumer Goods
- s.4 Ownership of goods
- s.5 Sales contracts conditional sales contract
- Schedule 5 Investigatory powers etc.
- s.19 Consumer's rights to enforce terms about goods
- s.31 Liability that cannot be excluded or restricted
- s.47 Liability that cannot be excluded or restricted
- s.57 Liability that cannot be excluded or restricted
- s.59 Interpretation
- s.61 Contracts and notices covered by this Part
- s.76 Interpretation of Part 2
- s.86 Letting agency work and property management work letting agency work
- s.88 Supplementary provisions the appropriate national authority assured tenancy long lease
- s.91 Prohibition on cancellation or blacklisting
- s.92 Duty to report criminal activity
- s.95 Interpretation of this Chapter
Exemptions 19
- Schedule 1 Amendments consequential on Part 1
- Schedule 2 Consumer contract terms which may be regarded as unfair
- s.3 Contracts covered by this Chapter
- Schedule 4 Amendments consequential on Part 2
- s.10 Goods to be fit for particular purpose
- s.20 Right to reject
- s.21 Partial rejection of goods
- s.24 Right to price reduction or final right to reject
- s.29 Passing of risk
- s.32 Contracts applying law of a country other than the UK
- s.35 Digital content to be fit for particular purpose
- s.42 Consumer's rights to enforce terms about digital content
- s.64 Exclusion from assessment of fairness
- s.66 Scope of section 65
- s.69 Contract terms that may have different meanings
- s.71 Duty of court to consider fairness of term
- s.72 Application of rules to secondary contracts
- s.73 Disapplication of rules to mandatory terms and notices
- s.85 Fees to which the duty applies