Your rights

Your shopping rights explained: a plain-English summary of UK consumer law

The law that protects you

When you buy from a business in the UK, two sets of rules do most of the work. The Consumer Rights Act 2015 sets the standard that goods, digital content and services must meet. The Consumer Contracts Regulations 2013 add rights when you buy online, by phone or away from the trader's premises, including the right to cancel.

These rights apply when you buy from a trader. Buying privately from another person gives you far fewer rights, which matters on second-hand marketplaces.

Goods must meet three standards

Under the Consumer Rights Act, goods must be of satisfactory quality (section 9), fit for any particular purpose you made known to the trader (section 10), and as described (section 11). If they aren't, the trader is in breach of contract, and the remedies below apply.

Faulty goods: 30 days, then repair or replacement

You have a short-term right to reject faulty goods and get a full refund. Under section 22, it lasts 30 days from the day after ownership has passed to you, the goods have been delivered and, if the trader had to install them, the trader has told you that's done. Goods that are expected to perish sooner have a shorter period.

After that, you can ask for a repair or a replacement, which the trader must provide within a reasonable time and without significant inconvenience to you (section 23). If one repair or one replacement doesn't fix the problem, you can ask for a price reduction or use the final right to reject (section 24).

The first 6 months

If a fault shows up within 6 months of delivery, the law assumes it was there from the start, unless the trader proves otherwise or that assumption doesn't fit the goods or the fault (section 19). If you reject goods in those first 6 months under the final right to reject, the trader can't take money off your refund for the use you've had, except for motor vehicles (section 24).

Buying online: the 14-day right to cancel

For most goods bought online or by phone, the Consumer Contracts Regulations give you a cancellation period that ends 14 days after the day the goods reach you (regulation 30). You don't need a reason. You then have 14 days to send the goods back (regulation 35), and the trader must refund you within 14 days of getting them back, or of you showing you've sent them, if that is sooner (regulation 34).

The refund must include the standard delivery charge. Unless the trader agreed to pay, or didn't tell you that you would, you normally pay the cost of sending goods back. Some things can't be cancelled, such as goods made to your specification, goods that go off quickly, and sealed hygiene items once you've unsealed them (regulation 28).

Paying by card

If you pay by credit card for a single item with a cash price over £100 and not more than £30,000, section 75 of the Consumer Credit Act 1974 makes the card provider equally liable with the trader for a breach of contract or misrepresentation.

Chargeback is different. It isn't a law but a process run under card scheme rules, and it can help with debit card payments and with credit card payments that section 75 doesn't cover. Citizens Advice explains both routes, and what to do if your card provider says no.

Warranties and guarantees

A warranty or guarantee adds to your legal rights. It doesn't replace them. Citizens Advice notes that you have legal rights for up to 6 years if there's a fault (5 years in Scotland), so check those before you rely on the paperwork.

Services

If you pay a trader for a service, section 49 of the Consumer Rights Act says it must be performed with reasonable care and skill. Where the service isn't up to that standard, you can ask the trader to put it right, and if that isn't possible or doesn't happen within a reasonable time, you can ask for some or all of your money back.

Shopping safely online

The National Cyber Security Centre advises checking that an unfamiliar shop is genuine, paying by credit card where you can, and never paying by direct bank transfer. If you've been tricked into paying, tell your bank and report it to Report Fraud (England, Wales and Northern Ireland) or Police Scotland.

A note on this guide

This is general information, not legal or professional advice. Rules change, so please check the official sources we link to before you make a decision.