Consumer Rights Act — Goods
Written in plain language for general understanding. This is educational content, not legal advice. Based on UK Acts of Parliament, statutory instruments, and official guidance.
UK National Law
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.
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 (5 in Scotland) from the date of purchase to take legal action for faulty goods.
What should you do?
- Return the item to the seller — by law, the seller must deal with the problem (not the manufacturer).
- Keep your receipt or proof of purchase (a bank statement or email confirmation works too).
- Put your complaint in writing (email is fine) — clearly state the fault and what you want (refund, replacement, or repair).
- If the seller refuses, contact Citizens Advice Consumer Service on 0808 223 1133 or consider the small claims court.
What should you NOT do?
- Don't accept a credit note if you're entitled to a refund — a credit note is less than you're owed.
- Don't be fooled by "no refund" signs — these don't override your statutory rights.
- Don't delay — if the goods are faulty, act within 30 days for the easiest refund route.
Scotland Law
Choose your region
How Scotland differs from UK national law
The Consumer Rights Act 2015 applies across the UK, but the time limit for claims differs in Scotland:
- You have 5 years from the date of purchase to take legal action for faulty goods (compared to 6 years in England & Wales).
- This is governed by the Prescription and Limitation (Scotland) Act 1973.
- The substantive consumer rights (30-day reject, repair/replace, refund) are identical.
Additional Steps in Scotland
- For claims up to £5,000, use the Simple Procedure in the Sheriff Court.
Relevant Law: Prescription and Limitation (Scotland) Act 1973
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