Know your consumer rights: refunds, faulty goods and returns
“No refunds.” “Store credit only.” “You’ll have to take it up with the manufacturer.” Shops say these things all the time — and they’re often simply wrong. UK consumer law gives you strong, specific rights, and knowing them turns an awkward standoff at the till into a quick win. Here’s what you’re actually entitled to.
This is information, not financial advice. It explains your consumer rights in England, Wales and Scotland. For a specific dispute, Citizens Advice can help.
If something’s faulty: the Consumer Rights Act
When you buy goods, the Consumer Rights Act 2015 says they must be of satisfactory quality, fit for purpose, and as described. If they’re not, your rights depend on how long you’ve had the item:
- Within 30 days: you have a short-term right to reject — return the faulty item for a full refund. This is a legal right, whatever the shop’s “returns policy” says.
- After 30 days, up to 6 months: the retailer gets one chance to repair or replace it. If that fails, you’re entitled to a refund (which may be slightly reduced for use).
- After 6 months: you can still claim, but you may need to show the fault was there from the start.
The key point: a fault is the shop’s responsibility, not the manufacturer’s. Don’t let them fob you off to a warranty line — your contract is with the seller.
If you just changed your mind: the 14-day online rule
Changing your mind is different. In a physical shop, a retailer doesn’t have to take non-faulty goods back — any returns policy for that is a goodwill gesture.
But if you bought online, by phone or by mail order, the Consumer Contracts Regulations give you a 14-day cooling-off period: you can cancel and return most items for a refund even if there’s nothing wrong with them. You’ve got 14 days from delivery to say you’re cancelling, then 14 days to send it back. (A few things are excluded — perishables, personalised items, opened hygiene products.)
Services and digital content count too
- Services (a builder, a haircut, a repair) must be done with reasonable care and skill, for a reasonable price if none was agreed. If they’re not, you can ask them to put it right or reduce the price.
- Digital content (apps, downloads, games) has similar rights — it must work as described, and you can get a repair, replacement or refund if it doesn’t.
Deliveries and your rights
- Goods should arrive within 30 days unless you agreed otherwise. If they don’t, you can cancel and get a refund.
- The retailer is responsible until the item is in your hands — so “left with a neighbour” or “lost by the courier” is their problem to fix, not yours.
How to actually get your money back
- Go back to the seller, calmly, and state your right (“this developed a fault within 30 days, so I’m exercising my short-term right to reject for a full refund”).
- Put it in writing if they resist — email or a letter creates a record.
- Paid by card? You’ve got backup. For purchases over £100 you may have a Section 75 claim against your card provider; for smaller or debit-card payments, chargeback may help (see our guide on your rights when a company goes bust).
- Still stuck? Citizens Advice can advise, and you can use the retailer’s Alternative Dispute Resolution scheme or the small claims court as a last resort.
Most disputes end the moment you quietly show you know the law. That’s the whole trick.
Last checked 31 July 2026. Based on the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Sources
Just so you know: this guide is information and journalism, not financial advice, and we don't recommend specific financial products. Your circumstances are your own — if you need personal advice, speak to a suitably qualified adviser. Information was correct at the "last updated" date above but things change; always check the linked primary sources.