What the Consumer Rights Act 2015 Covers
The Consumer Rights Act 2015 applies to contracts between a trader and a consumer. A trader is any business or individual acting in the course of their business. A consumer is a private individual acting outside of their business activities. The Act covers three main categories: goods (physical products), digital content (apps, music, ebooks, software), and services.
The Act came into force on 1 October 2015 and replaced several older pieces of legislation, including the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Unfair Terms in Consumer Contracts Regulations 1999. This means your rights are now consolidated in one clear law, making them easier to understand and enforce.
Importantly, the Act applies to online purchases, in-store purchases, services, and digital downloads alike. Whether you bought a television from a high street retailer, booked a plumber through a website, or downloaded a game from an app store, the Consumer Rights Act 2015 applies to your transaction.
Your Rights When Buying Physical Goods
When you buy physical goods from a trader, they must be of satisfactory quality, fit for purpose, and as described. Satisfactory quality means they should be free from defects, safe, durable, and of an appearance and finish that a reasonable person would consider acceptable given the price and description.
Fit for purpose means the goods must be fit for the purpose they are normally used for, and also for any specific purpose you made known to the trader before buying. If you told the retailer you needed a laptop capable of running specific software and they recommended a particular model, that model must be capable of running that software.
As described means the goods must match any description given — in advertising, on the packaging, or by the salesperson. If a product is described as 'waterproof' and it is not, or as containing specific features that are missing, you have rights under this provision regardless of whether the product is otherwise of satisfactory quality.
The 30-Day Right to Reject
One of the most important rights introduced by the Consumer Rights Act 2015 is the 30-day right to reject. If goods are faulty when delivered, you have the right to return them for a full refund within 30 days of receiving them — no arguments, no repair attempts required.
This 30-day period begins when you take ownership of the goods, not when you first notice the fault. If you bought a product on 1 April and noticed it was faulty on 28 April, you are still within the 30-day window. If you discover the fault on 2 May, the short-term right to reject has technically expired.
During the 30-day period, the trader cannot insist on offering you a repair or replacement instead of a refund. After the 30-day period, they have the right to attempt one repair or replacement before you are entitled to a refund — though you can request a refund if the repair or replacement also fails.
The Right to Repair or Replacement
After the initial 30-day period has passed, but within six months of purchase, you still have strong rights. If goods develop a fault within six months of purchase, they are presumed to have been faulty at the time of delivery unless the trader can prove otherwise. This reversal of the burden of proof is enormously significant — you do not have to prove the goods were faulty when sold; the trader must prove they were not.
In this period, you have the right to ask for a repair or replacement. The trader must carry this out within a reasonable time and without significant inconvenience to you. They cannot charge you for the repair.
If the repair or replacement fails, or if the trader is unable to provide either, you are then entitled to a price reduction or the right to reject the goods for a refund. The refund may be reduced to reflect the use you have had from the goods, but this reduction cannot be applied in the first six months unless the goods are a motor vehicle.
Your Rights After Six Months
After six months, the burden of proof shifts back to you. You must be able to show that the fault was present at the time of purchase, rather than arising from fair wear and tear or misuse. An independent expert report can be useful here.
However, your rights do not disappear after six months. The Consumer Rights Act does not set a specific time limit on how long goods must last — instead, this is judged against what a reasonable person would expect given the product, its price, and how it was described. A cheap kettle might reasonably be expected to last a year or two; a high-end washing machine should last significantly longer.
You have up to six years from the date of purchase to bring a claim (five years in Scotland). The strength of your claim will depend on how long has passed and how reasonable an expectation of longevity is for the specific product.
Your Rights with Digital Content
The Consumer Rights Act 2015 was the first UK law to give consumers explicit, enforceable rights over digital content. This covers apps, games, music, ebooks, software, and streaming subscriptions — any digital content that is supplied in exchange for money.
Digital content must be of satisfactory quality, fit for purpose, and as described — the same standards as physical goods. If a game crashes constantly, an app does not function as advertised, or downloaded content is corrupted, you have rights to a repair (update or patch), a replacement download, or a price reduction.
Unlike physical goods, there is no 30-day right to reject digital content in the same way, since digital goods cannot typically be 'returned'. However, if the trader cannot repair or replace the content, you are entitled to a price reduction of up to 100% of the price paid.
Your Rights with Services
When you pay for a service — whether a tradesperson, a haircut, a holiday, or a professional service — the provider must carry out the service with reasonable care and skill. If they fail to do so, you have rights under the Consumer Rights Act 2015.
If the service is not carried out with reasonable care and skill, you first have the right to ask the trader to redo it, or to complete it properly. If they are unable to do this, or refuse, you are entitled to a price reduction proportionate to the failure. In serious cases — where the service has caused damage or loss — you may be able to claim additional compensation.
The Act also protects you against traders who give you misleading information before you sign a contract. If a trader tells you the work will take two days and it actually takes two weeks, or quotes you a price that turns out to be significantly higher, those representations may be binding under the Act.
Unfair Contract Terms
The Consumer Rights Act 2015 also gives you protection against unfair terms in contracts. A term is unfair if it creates a significant imbalance in the parties' rights and obligations to the detriment of the consumer, contrary to the requirements of good faith.
Common examples of potentially unfair terms include: clauses that prevent you from getting a refund even when the trader is at fault; terms that allow a trader to change the price after you have agreed to pay; or terms that exclude or limit the trader's liability in ways that are unreasonable.
Any term that is found to be unfair is not binding on you — even if you signed a contract containing it. Traders cannot use unfair terms to override your legal rights.
Common Mistakes to Avoid
- ✕Accepting a repair instead of a refund within the first 30 days — you are entitled to a full refund
- ✕Assuming your rights expire after six months — they do not, though the burden of proof changes
- ✕Believing a 'no refunds' policy is legally valid — it is not where statutory rights apply
- ✕Contacting the manufacturer instead of the retailer — your contract is with the seller, not the manufacturer
- ✕Thinking the Act does not apply to online purchases — it applies equally to online and in-store transactions
- ✕Not keeping receipts or proof of purchase — these are important when asserting your rights
- ✕Accepting a credit note instead of a refund — you are not obliged to accept this in the first 30 days
Frequently Asked Questions
Does the Consumer Rights Act apply to second-hand goods?
Yes, but the standard of 'satisfactory quality' takes into account the age and price of the goods. A second-hand car will not be expected to be in the same condition as a new one, but it must still be of a quality that a reasonable person would consider satisfactory given its age, price, and description.
What if the retailer has gone out of business?
If you paid by credit card, Section 75 of the Consumer Credit Act 1974 makes the card issuer jointly liable. For debit card purchases, chargeback through your bank may be available. For other cases, you may need to contact the administrator of the insolvent company.
Do I need a receipt to claim my rights?
Not necessarily — a bank statement, email confirmation, or screenshot of the order can serve as proof of purchase. However, some retailers may ask for a receipt, particularly for cash purchases.
Can I use the Consumer Rights Act if I bought from abroad?
If you bought from an EU-based seller, EU consumer protection rules may apply. For non-EU purchases, UK consumer law may not apply, though your card issuer's chargeback rules may still offer protection.