Consumer Rights in the UK: What You’re Actually Entitled To
Most people in the UK have a rough sense that they have rights as a consumer, but far fewer know the actual detail, which means retailers occasionally get away with fobbing customers off with policies that are more restrictive than the law requires. The Consumer Rights Act 2015 sets out the baseline, and it’s worth knowing the basics before you ever need them.
The thirty-day rule
Goods bought in the UK must be of satisfactory quality, fit for purpose and as described. If something turns out to be faulty within the first thirty days, you’re entitled to a full refund, no questions about wear and tear or usage in that window. This is a firmer right than many retailers’ own returns policies suggest, and it applies regardless of what a shop’s till receipt or website says about exchanges only.
After thirty days, but within six months
Beyond the initial thirty days, up to six months from purchase, the right shifts slightly: retailers get one attempt at a repair or replacement before a refund becomes mandatory if the fault persists. Crucially, the burden of proof shifts too. Within this period, it’s assumed the fault was present at the time of purchase unless the retailer can prove otherwise, which puts consumers in a stronger position than many realise.
Services, not just goods
The same Act also covers services, requiring them to be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price if none was agreed in advance. This applies to everything from a builder’s work to a haircut, though proving a service fell short is naturally harder than proving a faulty product. Citizens Advice offers free guidance on specific disputes, and it’s usually a more reliable first stop than arguing with store staff who may not know the finer details of the law themselves.
Online purchases add extra protection
Buying online or over the phone brings additional rights under separate distance selling regulations, including a fourteen-day cooling-off period to cancel most orders for any reason, not just faults. This right doesn’t generally extend to items bought in a physical shop, which is a distinction that surprises a lot of people used to generous online returns policies. Knowing which set of rights applies to a given purchase, in-store or online, makes it much easier to push back confidently if a retailer tries to offer less than the law actually requires.
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