Understanding Your Consumer Rights on Refunds and Compensation
When you buy goods or services in the UK, you are protected by key laws such as the Consumer Rights Act 2015. This legislation gives you clear rights if something you purchase turns out to be faulty, damaged, or not as described. In these situations, you may be entitled to a refund, a replacement, or a repair. If a problem with your purchase causes you additional loss or inconvenience, you might also have the right to claim compensation.
Sellers are legally required to ensure that goods are of satisfactory quality, fit for purpose, and match their description. If these standards aren’t met, you can usually request a full refund within 30 days of purchase. After this period, you may still be able to ask for a repair or replacement. For services, the work must be carried out with reasonable care and skill. If not, you can ask for the service to be repeated or for a price reduction.
Understanding your consumer rights in the UK is essential to ensure you get fair treatment when things go wrong with a purchase. Knowing what to expect from sellers can help you resolve issues more quickly and confidently. If you need more detailed advice on your specific situation, explore the related topics on this site.
When Can You Get a Refund or Replacement?
When Can You Get a Refund or Replacement?
Under UK consumer law, you have the right to ask for a refund, repair, or replacement if the goods or services you purchase are faulty, damaged, or not as described. The main legislation covering these rights is the Consumer Rights Act 2015, Section 20, which sets out when and how you can make a claim.
Circumstances That Entitle You to a Refund or Replacement
You are entitled to a refund, repair, or replacement if:
The goods are faulty (for example, they don’t work as intended or break soon after purchase)
The goods are damaged when you receive them
The goods are misdescribed (they don’t match the description given by the seller)
The service you received is not carried out with reasonable care and skill, or does not match what was agreed
For more on specific situations, see our pages on problems with purchased goods and problems with a service.
Timeframes for Making a Claim
The law gives you important time limits:
You have a legal right to a full refund if you return faulty goods within 30 days of purchase.
After 30 days, you may still be entitled to a repair or replacement. If this is not successful, you can then claim a refund.
For services, you should raise any issues as soon as possible after noticing a problem.
To understand these rights in more detail, visit our guide on refund rights in the UK.
How to Identify Faulty, Damaged, or Misdescribed Goods and Services
Goods are considered faulty if they do not work as expected, are damaged, or do not match the description or sample provided. For services, problems can include work not being completed to a reasonable standard or not following agreed instructions.
Knowing your rights helps you take action quickly if something goes wrong. For the full legal wording and further details, you can read the Consumer Rights Act 2015, Section 20.
How to Request a Refund or Compensation
When you discover that a product or service you’ve purchased is faulty, damaged, or not as described, you have the right to request a refund, replacement, or compensation under the Consumer Rights Act 2015. Here’s how to go about it:
1. Contact the Seller Promptly
Start by getting in touch with the seller as soon as possible. Explain the problem clearly and state what outcome you want – whether that’s a refund, repair, replacement, or compensation for any loss you’ve suffered.
2. Gather Your Evidence
Keep your receipt, proof of purchase, and any correspondence with the seller. Take photos if the item is damaged or faulty. This evidence will help support your claim.
3. Communicate Clearly and in Writing
It’s best to make your request in writing, so you have a record of your communication. If you need help with wording, you can use letter templates for consumer law to structure your request professionally. If you’re cancelling a service you arranged online, by phone or mail order, a letter to cancel a service can be especially useful.
4. Give the Seller a Reasonable Time to Respond
Allow the seller a reasonable period to reply and resolve your issue. Most businesses will have their own complaints process, so check their website or terms and conditions for details.
5. If Your Claim Is Refused or Delayed
If the seller doesn’t respond or rejects your claim and you believe you’re entitled to a remedy, you can escalate your complaint. This might involve contacting a dispute resolution scheme or seeking advice from a consumer protection organisation.
Taking these steps helps ensure your request is clear and legally supported, making it more likely you’ll get the outcome you want.
Compensation for Losses Caused by Faulty Goods or Services
If faulty goods or poor-quality services have caused you extra costs or losses – beyond simply returning the item or getting a replacement – you may be entitled to compensation. Under the Consumer Rights Act 2015, you can claim for “consequential losses.” These are losses or expenses that directly result from a problem with what you bought. For example, if a faulty appliance causes damage to your property, you could claim the cost of repairs.
To make a successful claim, you’ll need to show clear evidence of your losses. This might include receipts, repair bills, or photographs of the damage. It’s important to act promptly and keep a record of all communication with the seller or service provider.
Compensation claims are separate from refunds or replacements and may be more complex. If you have relevant cover, you might also want to compare your compensation options with insurance claims and consumer compensation to see which route is best for your situation.
If the seller refuses your claim, you may need to escalate your complaint or seek independent advice. For more guidance, explore our related topics on making claims and resolving disputes.
Special Situations and Related Topics
Special Situations and Related Topics
While most purchases are covered by the Consumer Rights Act 2015, there are some special situations where different rules may apply. For example, digital downloads, custom-made items, and perishable goods each have their own refund and compensation guidelines. Services, such as repairs or professional work, are also protected but may follow separate processes under the same law.
If you buy something online, over the phone, or by mail order, you are usually protected by the Consumer Contracts Regulations 2013. These give you extra rights, such as a 14-day cooling-off period to change your mind and get a refund.
Other situations – like travel bookings, event tickets, or financial products – may have specific rules or exceptions. It’s important to check which laws apply to your particular case. For more detailed guidance, see our pages on topics such as digital purchases, online shopping, and faulty services.
Events and Tickets
When you buy tickets for events in the UK – such as concerts, sports matches, or theatre shows – you have specific rights under the Consumer Rights Act 2015. If an event is cancelled, rescheduled, or significantly changed, you may be entitled to a refund or alternative compensation. The rules can vary depending on how and where you bought your ticket, so it’s important to know what you’re entitled to and how to make a claim.
For a full explanation of your rights, what to do if an event is cancelled or rescheduled, and guidance on claiming refunds or compensation, visit our dedicated section on events and tickets.
If Something Is Advertised at the Wrong Price
If you notice that an item is advertised at the wrong price, it’s natural to wonder what your rights are – especially if you’ve already tried to make a purchase. Under UK law, retailers are not always obliged to sell goods at the advertised price, particularly if the mistake is obvious or could reasonably be spotted by a customer. However, your rights may differ depending on whether you have already paid for the item, and whether a contract has been formed.
To understand what happens in these situations, including what you can do if you are charged the wrong price at checkout, see our detailed guide on wrong price advertising. This page covers the key rules and steps to take if you find yourself dealing with incorrect pricing.
Issues with Buying or Repairing a Car
When it comes to buying or repairing a car, your rights as a consumer are protected under the Consumer Rights Act 2015. This law means that any car you purchase from a dealer must be as described, of satisfactory quality, and fit for purpose. If you experience problems – such as faults soon after purchase or issues with repairs – you may be entitled to a refund, repair, or replacement.
For a clear overview of your options and what to expect if things go wrong, visit our dedicated section on buying or repairing a car. Here, you’ll find guidance on your legal rights, steps to take if you encounter problems, and what remedies might be available.
If you’re dealing with a specific issue, such as discovering your vehicle is faulty after purchase, our faulty car advice page can help you understand what to do next.
Travel and Holidays: Cancellations and Compensation
When your travel plans are disrupted – such as a cancelled holiday, delayed flight, or a trip that doesn’t go ahead as promised – you have important rights under UK law. The Package Travel and Linked Travel Arrangements Regulations 2018, as well as the Consumer Rights Act 2015, protect you if your booking is cancelled or significantly changed by the provider.
If your trip is cancelled by the travel company, you are usually entitled to a full refund or alternative arrangements. In some cases, you may also be owed compensation for additional costs or inconvenience. How much you can claim, and the process for doing so, depends on the type of booking and the reason for the disruption.
For a full guide to your rights, including how to request a refund or compensation and what to do if you are affected by issues like flight delays or package holiday cancellations, see our dedicated section on travel and holidays cancellations and compensation.
If your travel was disrupted due to the pandemic, you may also find our information on COVID-19 travel refunds helpful.
Services Such as Phone, Internet, TV, Gas, Electric, Water, and Pets
When you buy services like phone, internet, TV, gas, electric, water, or veterinary care for pets, you have important rights under UK law. These services must be provided with reasonable care and skill, as set out in the Consumer Rights Act 2015. If a service is faulty, not delivered as agreed, or causes you loss or damage, you may be entitled to a refund, compensation, or a repeat service.
Each type of service has its own specific rules and protections. For example, if you experience issues with your gas or electricity supply, there are clear gas and electric rights that outline what you can expect from your provider. Problems with phone, internet and TV service rights are covered by additional regulations, especially around service quality and compensation for outages. If your water supply is disrupted or not up to standard, you may have water service rights that protect you. For issues related to veterinary care or pet services, there are specific vets and pets consumer rights to help you seek redress.
To find out more about your rights and what to do if you have a problem with any of these services, follow the relevant link above for detailed guidance.
Dealing with Difficulties and Getting More Help
If you run into problems getting a refund or compensation, it’s important to know your rights and the steps you can take. Under the Consumer Rights Act 2015, you’re entitled to a refund, repair, or replacement if goods are faulty, not as described, or unfit for purpose. For services, you have the right to expect them to be carried out with reasonable care and skill.
If a seller refuses to resolve your issue, start by putting your complaint in writing and keeping a record of all communication. If this doesn’t work, you can escalate the dispute. Many businesses belong to an alternative dispute resolution (ADR) scheme, which offers a way to resolve issues without going to court. If ADR isn’t available or doesn’t solve the problem, you may consider making a claim through the small claims court.
Be cautious when seeking help – watch out for companies or individuals promising guaranteed refunds or compensation for a fee, as this can sometimes lead to scams. Read our guidance on avoiding scams to protect yourself. Also, be aware of nuisance calls offering unsolicited help with claims, as these can be both disruptive and misleading.
If you feel you’ve been treated unfairly or discriminated against when trying to resolve a consumer issue, you have additional protections under UK equality law. Learn more about discrimination and consumer rights.
For further guidance or if you need personal support, see our page on more help with consumer issues, which includes information on where to get free advice and how to contact consumer protection organisations.
Paying and Getting Your Money Back Safely
When making a purchase, it’s important to choose a safe payment method and know your rights if something goes wrong. Under the Consumer Rights Act 2015, you’re protected when buying goods or services that turn out to be faulty, damaged, or not as described.
Paying securely: Using a credit or debit card, or a service like PayPal, offers extra protection. If you don’t receive your goods or they arrive faulty, you may be able to reclaim your money through your card provider or PayPal. To understand this process, see our guide on getting your money back if you paid by card or PayPal.
Lost or damaged items in the post: If your goods are lost or damaged while being delivered, you still have rights. The seller is responsible for making sure your order arrives in good condition. If there’s a problem, you can ask for a replacement, repair, or refund. For more on your protections when shopping by mail order or delivery, read about your post and mail consumer rights.
By paying carefully and knowing your rights, you can shop with greater confidence and take action if things go wrong.
