Consumer Rights Act — Goods in the United Kingdom
Reviewed by the Commoner Law Editorial Team. Sourced from UK Acts of Parliament, statutory instruments, and official guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
When you buy goods from a trader (a business), they must be:
- Satisfactory quality — not faulty, damaged, or worn (considering the price and description)
- Fit for purpose — suitable for the purpose you told the seller about, or the obvious purpose
- As described — matching any description, sample, or model shown
Your remedies depend on how long ago you bought the item:
- Within 30 days: You have a short-term right to reject the goods and get a full refund.
- 30 days to 6 months: You must give the seller one chance to repair or replace. If that fails, you can reject for a full refund.
- After 6 months: You can still request repair or replacement, but the burden of proof shifts to you to show the fault was there at the time of purchase. The seller can make a deduction for use.
Short-term right to reject — section 22
Section 22 of the Consumer Rights Act 2015 gives you 30 days to reject faulty goods and get a full refund in the original payment method. The clock starts on delivery (or on the later of delivery and the date installation/setup is complete, where the trader is responsible for installation). For perishable goods, the period is shortened to however long they can reasonably be expected to last. The trader cannot insist on repair or replacement during the first 30 days unless you agree.
Reverse burden of proof — section 19(14)
For faults that appear within the first 6 months, section 19(14) reverses the burden of proof: the law presumes the fault was present at delivery, and the trader must prove otherwise. After 6 months, the burden flips back — you must show the goods were faulty at delivery (typically with an independent expert report). This 6-month reverse-burden rule is one of the strongest consumer protections in UK law and is frequently overlooked by retailers.
Deduction for use — section 24(8)–(10)
If you exercise the final right to reject after one failed repair or replacement, the trader may deduct a reasonable amount for the use you've had — but no deduction can be made in the first 6 months, except for motor vehicles (which are specifically excepted by section 24(10)).
Limitation periods — Scotland vs England & Wales
You can take legal action for breach of the Consumer Rights Act for 6 years in England, Wales and Northern Ireland (Limitation Act 1980, s.5) but only 5 years in Scotland (Prescription and Limitation (Scotland) Act 1973, s.6). The period runs from the date of the breach — normally the date of purchase — not the date the fault appeared.
When does it apply?
- You bought goods from a business (not a private individual — sales on eBay from a business seller count, but private sales on Facebook Marketplace usually don't).
- This applies to new and second-hand goods — though the standard of "satisfactory quality" takes account of the price and condition.
- Your rights are against the seller, not the manufacturer — don't let shops redirect you to the manufacturer.
- You have 6 years from purchase to take legal action in England, Wales, and Northern Ireland (Limitation Act 1980, s.5); in Scotland the period is 5 years (Prescription and Limitation (Scotland) Act 1973, s.6).
What to Do If a UK Retailer Refuses to Refund or Replace Faulty Goods
The seller is who you go after — not the manufacturer, however much they try to redirect you.
- Return the item to the shop you bought it from. Your contract is with them. The 'take it up with the manufacturer' brush-off is a violation of section 9-19 of the CRA 2015.
- Keep proof of purchase — a bank statement, an order confirmation email, or the receipt. Any of these will do.
- Put it in writing: email is best. State the fault, when it appeared, and what remedy you want — refund, replacement, or repair. Quote the section of the Consumer Rights Act if you want to make it clear you know your rights.
- If they stonewall you, call Citizens Advice Consumer Service on 0808 223 1133. They feed reports through to local Trading Standards, who can prosecute persistent offenders.
- For unresolved disputes over £100 paid by credit card, file a Section 75 chargeback claim with your card issuer as well — they're jointly liable.
What should you NOT do?
- Don't accept a credit note when you're entitled to cash. A credit note traps your money in that shop and is worth less than the refund you're owed.
- Don't fall for 'no refund' signs. They have no legal effect on faulty goods.
- Don't drift past 30 days. The short-term right to reject is the cleanest route — once it's gone you have to give the seller a chance to repair or replace before you can demand a refund.
Use the jurisdiction bar at the top of the page to pick your region — you'll see how devolved laws differ from UK national protections.
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Common Questions
When does consumer rights act — goods apply?
You bought goods from a business (not a private individual — sales on eBay from a business seller count, but private sales on Facebook Marketplace usually don't).This applies to new and second-hand goods — though the standard of "satisfactory quality" takes account of the price and condition.Your rights are against the seller, not the manufacturer — don't let shops redirect you to the manufacturer.You have 6 years from purchase to take legal action in England, Wales, and Northern Ireland (Limitation Act 1980, s.5); in Scotland the period is 5 years (Prescription and Limitation (Scotl...
What should I do if a UK shop won't refund me for faulty goods?
The seller is who you go after — not the manufacturer, however much they try to redirect you.Return the item to the shop you bought it from. Your contract is with them. The 'take it up with the manufacturer' brush-off is a violation of section 9-19 of the CRA 2015.Keep proof of purchase — a bank statement, an order confirmation email, or the receipt. Any of these will do.Put it in writing: email is best. State the fault, when it appeared, and what remedy you want — refund, replacement, or repair. Quote the section of the Consumer Rights Act if you want to make it clear you know your rights.If...
What mistakes should I avoid with consumer rights act — goods?
Don't accept a credit note when you're entitled to cash. A credit note traps your money in that shop and is worth less than the refund you're owed.Don't fall for 'no refund' signs. They have no legal effect on faulty goods.Don't drift past 30 days. The short-term right to reject is the cleanest route — once it's gone you have to give the seller a chance to repair or replace before you can demand a refund.