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Consumer Rights Act 2015, Part 1, Chapter 2 - Rights and remedies for goods
Consumer Protection from Unfair Trading Regulations 2008 - Prohibits misleading actions and aggressive practices
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - 14-day cancellation right for distance/online purchases
Goods must meet the standard a reasonable person would consider satisfactory, taking into account:
The description of the goods
The price paid
All other relevant circumstances
This covers appearance, finish, safety, durability, and freedom from minor defects
If you told the seller (or it was obvious) that you needed the goods for a specific purpose, they must be reasonably fit for that purpose.
Goods must match any description given to you, whether in person, on packaging, or in advertising.
If you bought based on a sample, the bulk must match in quality.
Goods must match any model seen or examined, except for differences brought to your attention.
Available within 30 days of delivery/purchase
You can return the goods and get a full refund
No requirement to accept a repair or replacement
The 30-day period pauses if goods are returned for repair
After 30 days, you must give the seller one opportunity to repair or replace
The repair/replacement must be done within a reasonable time and without significant inconvenience
You choose repair or replacement (unless your choice is disproportionate)
If the repair or replacement fails, you move to Tier 3
If repair/replacement is not possible, takes too long, or fails
Within 6 months of purchase: You are entitled to a full refund (no deduction for use)
After 6 months: The seller can make a reasonable deduction for use (except for motor vehicles, where deductions can apply from day one)
Is it within 30 days? Use your short-term right to reject
Is it within 6 months? The fault is presumed to be inherent
Is it after 6 months? You may need an independent report
Your contract is with the retailer, not the manufacturer. Write to them stating:
What you bought and when
The nature of the fault
Which section of the CRA 2015 applies
The remedy you are seeking (refund, repair, or replacement)
Allow 14 days for a response. If they offer repair, they must complete it within a reasonable time.
If the seller refuses:
Send a Letter Before Action giving 14 days notice
Issue a claim via Money Claims Online (small claims court for goods up to £10,000)
For credit card purchases over £100, also consider a Section 75 claim Online and distance purchases: You have an additional 14-day cooling-off period under the Consumer Contracts Regulations 2013 (separate from fault-based rights)
Digital content: Covered separately under CRA 2015, Part 1, Chapter 3
Second-hand goods: Still covered by the CRA, but "satisfactory quality" accounts for the age and price
Sale items: Full rights apply unless the fault was specifically drawn to your attention before purchase
"No refunds" signs: These are unlawful under the Consumer Protection from Unfair Trading Regulations 2008 if they mislead consumers about their statutory rights Your rights are against the retailer, not the manufacturer
Store policies do not override statutory rights - "exchange only" or "credit note" policies cannot restrict your right to a refund for faulty goods
You do NOT need the original packaging or a receipt (any proof of purchase will do)
Extended warranties are separate from your statutory rights and do not replace them
Limitation period: 6 years from purchase to bring a court claim (Limitation Act 1980, Section 5)
Consumer Rights
Faulty Goods Returns
Overview
The Consumer Rights Act 2015 (CRA) is the primary legislation protecting your rights when you buy goods that turn out to be faulty. It replaced and consolidated the Sale of Goods Act 1979 for consumer contracts and provides clear remedies including repair, replacement, and refund.
Key Legislation
Your Statutory Rights Under the CRA 2015
Every contract for goods includes these implied terms:
Section 9 - Satisfactory Quality
Goods must meet the standard a reasonable person would consider satisfactory, taking into account:
Section 10 - Fit for a Particular Purpose
If you told the seller (or it was obvious) that you needed the goods for a specific purpose, they must be reasonably fit for that purpose.
Section 11 - As Described
Goods must match any description given to you, whether in person, on packaging, or in advertising.
Section 13 - Goods to Match a Sample
If you bought based on a sample, the bulk must match in quality.
Section 14 - Goods to Match a Model
Goods must match any model seen or examined, except for differences brought to your attention.
The Remedies: Your Three-Tier System
Tier 1: Short-Term Right to Reject (Section 22)
Tier 2: Right to Repair or Replacement (Section 23)
Tier 3: Right to a Price Reduction or Final Right to Reject (Section 24)
The 6-Month Reversal of Burden of Proof
Under Section 19(14), during the first 6 months after delivery, any fault is presumed to have existed at the time of delivery. The seller must prove otherwise. After 6 months, the burden shifts to you to prove the fault was inherent.
Step-by-Step: How to Return Faulty Goods
Step 1: Identify the Fault and Applicable Right
Step 2: Contact the Seller (Not the Manufacturer)
Your contract is with the retailer, not the manufacturer. Write to them stating:
Step 3: Give the Seller a Reasonable Time to Respond
Allow 14 days for a response. If they offer repair, they must complete it within a reasonable time.
Step 4: Escalate if Necessary
If the seller refuses:
Special Situations
Key Points
EvenStance Can Help
EvenStance can identify which CRA 2015 remedy applies to your situation, generate a formal complaint letter to the retailer, and guide you through the escalation to a Letter Before Action or small claims court if the retailer refuses to honour your rights.