Introduction.

Whether you’ve bought something in-store or online, UK consumer law gives you a range of legal protections if your purchase turns out to be faulty, misdescribed, or not fit for purpose.

This article explains your core rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including when you are entitled to a refund, a replacement, a repair, or a cancellation — and the conditions that apply.

Understanding the Legal Framework.

The Consumer Rights Act 2015 is the primary legislation governing consumer rights in the UK. It applies to goods, services, and digital content purchased from businesses (but not private sellers).

Separately, the Consumer Contracts Regulations 2013 apply specifically to purchases made at a distance — such as online, over the phone, or by mail order — and provide additional rights, such as the ability to cancel within a set timeframe.

Your Right to a Refund.

If a product is faulty, not as described, or otherwise not fit for its intended purpose, the law gives you a short-term right to reject the goods. This right is valid for the first 30 days after receiving the item. During this period, you can return the product and claim a full refund.

The refund must be issued within 14 days of the seller agreeing to it and should be provided using the same payment method you used to purchase the item.

If you’re returning an item in-store, a receipt is typically required as proof of purchase. For online purchases, a confirmation email or bank statement is usually sufficient.

If the item is not faulty, you have no legal right to a refund for in-store purchases unless the retailer offers one. For online purchases, you have 14 days to cancel and another 14 days to return the item under the Consumer Contracts Regulations 2013, provided the goods are in resaleable condition.

What Happens After 30 Days?

If a fault develops after the initial 30-day period, but within six months of purchase, you are still protected.

In these cases, the retailer is allowed one opportunity to repair or replace the item. If the issue cannot be resolved, or the fix takes too long or causes significant inconvenience, you may then request either a full or partial refund.

Consumer Rights Act 2015, Section 23(2)(b):
1. Repair or replacement must be provided “within a reasonable time and without significant inconvenience.
The law does not define an exact timeframe for repairs, but they must be completed within a reasonable period and without causing significant inconvenience. For most goods, a delay beyond two to three weeks may be considered unreasonable, especially if the item is essential or you're left without a usable product. If a repair or replacement takes too long, you may have the right to reject the item and request a refund under the Consumer Rights Act 2015.

After six months, you can still pursue a remedy, but the burden of proof shifts. You may need to demonstrate that the fault existed at the time of purchase or was caused by an inherent defect in the product.

Your Rights When Buying Online.

Purchases made online are covered by the Consumer Contracts Regulations, which give you a statutory right to cancel the order for any reason within 14 calendar days from the day you receive the goods. Once you inform the seller of your intention to cancel, you then have a further 14 days to return the item.

There are some exceptions to this right. Items that are personalised, made to order, perishable, or sealed for hygiene reasons and opened after delivery (such as toiletries or certain electronics) may not be eligible for cancellation or return unless faulty.

Non-Faulty Items and Store Policies.

UK law does not give consumers an automatic right to return non-faulty goods bought in-store simply because they’ve changed their mind. However, many retailers offer voluntary return policies, often allowing exchanges or refunds within a specified period.

These policies are discretionary, but if a business advertises a return window, it must honour it.

Digital Content: Your Rights and Remedies.

When you purchase digital content — such as software, eBooks, or downloaded media — you are protected under the Consumer Rights Act if the content is faulty, corrupted, or does not match the description.

In such cases, you are entitled to a repair or replacement, and if neither is possible, a price reduction or refund.

Additionally, if the digital content damages your device or other data, the seller may be liable to compensate you.

Service Contracts and Faulty Workmanship.

If you pay for a service — such as installation, repairs, or home improvement — the law requires that the service is delivered with reasonable care and skill. If it falls short of this standard, the provider must re-perform the service at no extra cost. In serious cases, or if repeat performance is not possible, you may be entitled to a price reduction.

How to Enforce Your Rights.

To exercise your rights effectively, it is important to keep records.

Always retain receipts, order confirmations, and written communications with the seller. If an issue arises, try to raise it with the business promptly, explaining clearly what the problem is and what remedy you are seeking.

If the business refuses to cooperate or does not respond, you may escalate the matter to an ombudsman or an Alternative Dispute Resolution (ADR) provider. For unresolved disputes, especially involving smaller sums, you may also consider submitting a claim through the Small Claims Court.

Misconceptions & FAQs.

“I can return anything within 30 days, no questions asked.”

Not necessarily. The 30-day “short-term right to reject” under the Consumer Rights Act (Section 20) only applies if the item is faulty, misdescribed, or unfit for purpose. If you simply change your mind after purchasing in-store, the retailer is not legally required to accept the return unless they have a returns policy that allows it.

“Online returns are always free.”

Not always. While you do have the right to cancel an online order within 14 days under the Consumer Contracts Regulations, the retailer can require you to cover return postage — unless the item is faulty or misdescribed.

If the item is faulty, the trader must pay return postage under the Consumer Rights Act 2015, Sections 23 and 24.

“I need the original packaging to return an item.”

There is no legal requirement to return an item with its original packaging.

If you are exercising your statutory right to cancel an online purchase under the Consumer Contracts Regulations 2013, the return remains valid regardless of how the item is packaged. However, the item must be returned in a condition that allows it to be resold. If the lack of original presentation or protection leads to a reduction in resale value — especially for high-value or sealed goods — the retailer may apply a lawful deduction from your refund.

This does not give them grounds to refuse the return entirely unless the item is damaged, used beyond reasonable inspection, or returned outside the permitted timeframe.

Regulation 34(9):
"The consumer shall be liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish their nature, characteristics and functioning."

“Digital downloads can always be refunded.”

Once digital content (such as a film, game, or app) has been downloaded or accessed, your right to cancel is lost — but only if you gave prior informed consent and acknowledged that downloading would waive your 14-day cooling-off right. This is a condition set out under Regulation 37 of the Consumer Contracts Regulations 2013.

However, if the digital content is faulty, not as described, or fails to function as expected, you are still entitled to a remedy under the Consumer Rights Act 2015, which may include a repair, replacement, or refund depending on the issue and circumstances.

“Faulty items must be returned within 30 days or you’re stuck with them.”

This is incorrect. The 30-day period only applies to the full refund right. After that, you can still seek a repair or replacement — and potentially a refund if those remedies are unsuccessful — for up to six years in England and Wales (or five years in Scotland), depending on the nature of the fault.

“Retailers can offer credit notes instead of refunds.”

A retailer may offer a credit note if the return is outside your statutory rights, such as returning a non-faulty item bought in-store. However, if the return is because of a legal issue (e.g. a faulty product), you are entitled to a cash refund, and a credit note cannot be imposed.

Summary.

In summary, UK law offers strong protections when goods or services fail to meet expected standards. You have a legal right to reject faulty goods within 30 days, and beyond that, you may still seek a repair, replacement, or refund depending on the circumstances. Online shoppers benefit from additional cancellation rights under distance selling regulations.

These rights exist to protect you — but they only work if you understand and exercise them.

Resources:

If you need further advice or want to take action, the following resources are reliable starting points:

Citizens Advice – Consumer Help
Which? Consumer Rights
GOV.UK – Consumer Protection
Consumer Contracts Regulations 2013 (legislation.gov.uk)
Consumer Rights Act 2015 (legislation.gov.uk)

References:

Regulation (EU) 2016 / 679 of the European Parliament and of the council of 27 April 2016 (GDPR).

Your Consumer Rights Under UK Law: Returns, Refunds & More Explained.

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