What is the 30-day right to reject under the Consumer Rights Act 2015?

Under section 22 of the Consumer Rights Act 2015, you have a 'short-term right to reject' goods that are faulty, not as described, or not fit for purpose. You must exercise this right within 30 days of taking delivery (or of ownership if you bought in-store). If you reject within this period, you are entitled to a full refund within 14 days.

What happens if I discover a fault after 30 days but within 6 months?

If a fault appears after 30 days but within 6 months of delivery, the law presumes the fault was present at the time of purchase. The burden of proof is on the retailer, not you. The retailer must first offer a repair or replacement. If the repair or replacement fails, or is not provided within a reasonable time and without significant inconvenience, you can then request a full or partial refund.

Can I get a refund if I change my mind about a purchase?

The Consumer Rights Act 2015 does not give you a right to a refund simply because you changed your mind about goods bought in-store. However, many retailers offer goodwill returns policies that are more generous than your statutory rights. For online purchases, the Consumer Contracts Regulations give you a separate 14-day cancellation right.

Who is responsible for faulty goods — the retailer or the manufacturer?

Under the Consumer Rights Act 2015, your contract is with the retailer who sold you the goods, not the manufacturer. The retailer is legally responsible for ensuring goods are of satisfactory quality, fit for purpose, and as described. Do not let a retailer fob you off to the manufacturer — your statutory rights are against the seller.

Does the Consumer Rights Act cover digital content and services?

Yes. The Consumer Rights Act 2015 also covers digital content (such as downloaded software, games, e-books, and streaming content) and services. For digital content, the retailer must repair or replace it if it is faulty. For services, the trader must perform the service with reasonable care and skill. If they fail, you are entitled to have the service performed again or to a price reduction.

Consumer Rights Act 2015: Faulty Goods and Your Right to a Refund 2026

If you have bought something that is faulty, not as described, or not fit for purpose, the Consumer Rights Act 2015 gives you clear legal rights against the retailer. Whether it is a washing machine that does not spin, a sofa delivered with a rip, or a phone that keeps freezing, you are entitled to a remedy — and the law is firmly on your side. Here is everything you need to know about your rights when goods go wrong.

What Makes Goods "Faulty" Under the Law?

Sections 9, 10, and 11 of the Consumer Rights Act 2015 set out three key standards that all goods sold to consumers must meet:

Satisfactory quality — goods must be of a standard that a reasonable person would consider satisfactory, taking into account the description, the price, and all other relevant circumstances. This covers appearance, finish, freedom from minor defects, safety, and durability.
Fit for purpose — goods must be fit for any particular purpose you made known to the trader at the time of purchase. If you told the salesperson you needed a laptop capable of video editing and it cannot handle it, the goods are not fit for purpose.
As described — goods must match the description given by the trader, whether verbally, in writing, or through images or samples. If the listing says a sofa is leather and it arrives in faux leather, it does not match the description.

If goods fail any of these three standards, you have a legal right to a remedy.

The Three-Tier Remedy System

Your remedies depend on when you discover the fault. The Act establishes a tiered system designed to protect consumers while being fair to businesses.

Tier 1: The 30-Day Right to Reject (Short-Term Right)

Under section 22, you have an absolute right to reject goods that are faulty and get a full refund within 30 days of taking delivery (for online purchases) or purchase (for in-store purchases). You do not have to accept a repair or replacement — you can demand your money back. The retailer must refund you within 14 days. For online purchases, this includes any standard delivery charges, but not premium or express delivery.

The 30-day clock starts the day after delivery (so day 1 is the day after your item arrives). If you notify the retailer of rejection on day 28, you are within the window even if they do not respond until day 32.

Tier 2: Repair or Replacement (After 30 Days, Within 6 Months)

If a fault appears after 30 days but within 6 months of purchase, the law presumes the fault was present at the time of sale — the so-called "reversed burden of proof". The retailer must first be given the opportunity to repair or replace the goods. They must do so:

Within a reasonable time
Without causing you significant inconvenience
At no cost to you (including postage and collection)

If the repair or replacement fails to fix the problem, or the retailer does neither within a reasonable timeframe, you are entitled to a refund. At this stage, the retailer may deduct a reasonable amount for the use you have had of the goods — but this deduction must be fair and is often disputed.

Tier 3: After 6 Months (Up to 6 Years)

After 6 months, you can still claim — but the burden of proof shifts back to you. You must prove that the goods were faulty at the time of purchase. This may require an independent expert report. If you can prove the fault existed at purchase, the same repair or replacement rights apply. In England and Wales, the limitation period for bringing a claim is 6 years from the date of the breach (5 years in Scotland).

What About Second-Hand Goods?

The Consumer Rights Act applies to second-hand goods bought from a trader (such as a charity shop, second-hand electronics shop, or car dealer), but the standard of quality expected is lower than for new goods. You should expect some wear and tear. However, the goods must still be fit for purpose and as described. Private sales between individuals (such as buying through a classified advert from a private seller) are not covered by the Consumer Rights Act — those are "buyer beware" transactions.

Gift Receipts and Refunds

If you received a faulty item as a gift, the legal right to a remedy belongs to the person who bought it (since the contract is between the buyer and the retailer). However, many retailers will honour a gift receipt and provide a remedy to the gift recipient as a matter of policy. If they refuse, the original buyer will need to pursue the claim.

What to Do If the Retailer Refuses

Put it in writing. Send a formal letter or email to the retailer's customer service or complaints department. Clearly state the fault, your right under the Consumer Rights Act 2015, and the remedy you are seeking. Keep a copy.
Escalate internally. If the frontline customer service refuses, ask to escalate to a manager or the company's complaints team. Large retailers often have dedicated complaints procedures.
Use alternative dispute resolution (ADR). Many retailers are members of a certified ADR scheme. Check the retailer's website or contact the Retail Ombudsman or the Consumer Ombudsman. If the retailer is not a member, you can still use ADR but the retailer must agree.
Section 75 or chargeback. If you paid by credit card (for items over £100) or debit card, you may be able to make a Section 75 claim or chargeback through your card provider.
Small claims court. As a last resort, you can issue a claim in the county court. For claims up to £10,000 in England and Wales, the small claims track keeps costs limited.

Digital Content and Services

The Consumer Rights Act 2015 also covers digital content and services, not just physical goods. For digital content (such as downloaded films, music, e-books, apps, and in-game purchases), the trader must repair or replace faulty content. If that is not possible or does not happen within a reasonable time, you are entitled to a price reduction, which may be up to 100%. For services (such as building work, hairdressing, or dry cleaning), the trader must perform the service with reasonable care and skill, within a reasonable time, and for a reasonable price where no price was agreed.

FAQ

Can I return sale items if they are faulty?

Yes. Your statutory rights apply to sale and discounted goods just as they do to full-price items. A retailer cannot exclude or limit your Consumer Rights Act rights simply because an item was on sale. The only exception is if the fault was specifically pointed out to you before purchase and you agreed to buy the item with that fault.

Do I need the original receipt to return faulty goods?

No. While a receipt is helpful, the law does not require one. Proof of purchase can be a bank or credit card statement, an email confirmation, or even a witness who was with you at the time. The onus is on you to show you bought the item from that retailer, but a receipt is not the only way to do so.

What if I bought the goods with a gift card or voucher?

Your Consumer Rights Act protections still apply. If the goods are faulty, the retailer must provide a remedy. They may refund you to the original payment method — which may mean a gift card refund rather than cash. This is generally acceptable, though some retailers offer cash refunds as goodwill.

Does the retailer have to refund delivery charges?

If you reject faulty goods and are entitled to a full refund, the retailer must refund the standard delivery charge. They do not have to refund enhanced or express delivery charges beyond their basic rate. For online returns under the cancellation right (rather than the faulty goods right), you are generally responsible for return postage unless the retailer's terms say otherwise or the goods are faulty.

Authoritative Sources

Consumer Rights Act 2015 — the full text of the legislation
GOV.UK — Consumer rights — official government guidance
Citizens Advice — Return faulty goods
Which? — Consumer Rights Act guide
National Trading Standards

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