Understanding Your Rights When Goods Are Faulty or Not as Described
When you buy goods in the UK, you are protected by strong consumer rights under laws like the Consumer Rights Act 2015 and the Sale of Goods Act 1979 – Wikipedia. These laws state that any items you purchase must be of satisfactory quality, meaning they should meet the standard a reasonable person would expect, taking into account the price, description, and any other relevant information.
Goods should also be fit for purpose – in other words, they should do what they are supposed to do and match any description or sample you were given at the time of purchase. If goods are faulty (for example, if they break easily, don’t work as advertised, or arrive damaged), or if they are not as described, you have the right to seek a repair, replacement, or refund.
These rights apply whether you buy in a shop, online, or by phone. However, there are time limits for making a claim. To learn more about these deadlines and your options, see how long after purchase can I return faulty goods.
If you want to explore your broader rights around refunds and compensation on purchases, you can find more detailed guidance on what to do if something goes wrong.
What You Can Do If You Receive Faulty Goods
If you receive goods that are faulty, not as described, or don’t work as they should, you have clear rights under the Consumer Rights Act 2015. You can usually ask the seller for a repair, a replacement, or a refund – at no extra cost to you. Your main options depend on how soon you report the problem: if you act quickly (usually within 30 days of receiving the goods), you may have the right to reject the item and get a full refund. If you report the fault later, you can usually request a repair or replacement first.
The seller must resolve the issue without causing you extra expense or inconvenience. When contacting the seller, it helps to provide proof of purchase and a clear explanation of the problem.
For step-by-step guidance on how to return faulty goods and claim your money back, see our dedicated page on returns and refunds for faulty goods.
If the seller refuses to cooperate or won’t issue a refund, you can learn more about what to do if a company won’t refund you in the UK.
Using Warranties and Guarantees to Support Your Claim
When you buy goods in the UK, your main protection comes from your statutory rights under the Consumer Rights Act 2015. These rights guarantee that products must be of satisfactory quality, fit for purpose, and as described. However, many products also come with additional cover, such as a manufacturer’s warranty or a retailer’s guarantee. These warranties or guarantees are separate from your statutory rights and can sometimes offer extra support – such as free repairs, replacements, or refunds – even after your legal rights have expired.
Before relying on a warranty or guarantee, always check its terms and conditions carefully. Look for details about what is covered, how long the cover lasts, and any steps you need to follow to make a claim. If you’re unsure about the difference between your legal rights and what a warranty provides, resources like warranty law in supply contracts in England and Wales | CMS offer useful background.
To understand the process and requirements for making a claim under a warranty or guarantee, visit our guide on how to claim using a warranty or guarantee. This will help you make the most of any extra protection available to you.
Getting Your Money Back: Payment Methods and Refunds
When you need a refund for faulty or misdescribed goods, the way you paid can make a real difference to how easily you can get your money back. Under the Consumer Rights Act 2015, you’re entitled to a refund, repair, or replacement if goods are not as described, not fit for purpose, or faulty. However, the process for reclaiming your money depends on your payment method.
Credit Card Payments
If you paid by credit card and the item cost between £100 and £30,000, you have extra protection under Section 75 of the Consumer Credit Act 1974. This means you can claim a refund directly from your card provider if the seller refuses to help. Debit cards also offer some protection through chargeback schemes, which allow you to ask your bank to reverse the transaction.
PayPal Purchases
PayPal offers its own buyer protection scheme. If the seller won’t issue a refund, you can raise a dispute through PayPal and may be able to recover your money if your claim is accepted.
When the Seller Won’t Refund You
If you’ve paid by card or PayPal and the seller won’t cooperate, you can follow specific steps to reclaim your money. Find out more about getting your money back if you paid by card or PayPal.
Other Payment Methods
If you paid by cash, bank transfer, or cheque, your options are more limited. You’ll need to resolve the issue directly with the seller, as there’s usually no third-party protection. If you’re struggling to get a refund, consider seeking further advice or escalating your complaint to an ombudsman or relevant authority.
Understanding your rights and the protections offered by different payment methods can help you act quickly and effectively if things go wrong with your purchase.
Cancelling a Purchase Within the 14-Day Cooling-Off Period
When you buy goods online, by phone, or from a seller away from their usual business premises, you are usually protected by a 14-day cooling-off period under the Consumer Contracts Regulations 2013. This means you have the right to cancel your purchase for any reason within 14 days of receiving your goods and get a full refund. However, some exceptions apply – for example, personalised or perishable items, or sealed goods which cannot be returned for health protection or hygiene reasons if unsealed.
To understand the specific steps you need to take and what to expect, see our detailed guide on how to cancel a purchase within 14-day cooling-off period.
What to Do If Your Goods Don’t Arrive or Are Mispriced
If you’ve bought goods online or in-store and run into problems – such as your order not arriving or being charged the wrong price – it’s important to know your rights under the Consumer Rights Act 2015. Generally, you’re entitled to receive goods within the agreed timeframe, and the price you pay should match what was advertised or agreed at the point of sale.
If your goods haven’t turned up, or you’ve been charged incorrectly, you may be able to cancel your order and get a refund, or request a replacement. Your rights can vary depending on whether the item was mispriced, not delivered, or advertised at the wrong price.
For step-by-step guidance on what to do if something you ordered hasn’t arrived, visit our dedicated page. If you’re dealing with an issue related to incorrect pricing, find out your options if you bought a mis-priced item, or see how your rights are affected if something is advertised at the wrong price. These resources explain when you can cancel, claim a refund, or ask for a replacement.
Dealing with Fraudulent, Fake, or Stolen Goods
When you buy goods, it’s important to make sure they are genuine and legally obtained. Fake or counterfeit items can be hard to spot, but common signs include unusually low prices, poor-quality packaging, or missing branding. Buying counterfeit products not only puts you at risk of losing money, but it can also be illegal and unsafe. For more advice on protecting yourself, see our spotting and avoiding scams expert tips.
If you suspect you’ve purchased a stolen item, or if you’re unsure about the authenticity of your goods, it’s crucial to act quickly. Find out what steps to take if you think you’ve bought stolen goods.
Reporting fake or counterfeit goods helps protect you and others from fraud. Learn how to report fake or counterfeit goods, including who to contact and what evidence you’ll need.
UK law offers protection if you’ve been misled or deceived when buying goods. The Fraud Act 2006 sets out offences for dishonest conduct, including selling fake or stolen items. If you’ve been affected, you may be entitled to a refund, repair, or replacement, and in some cases, further legal remedies.
Special Cases and Additional Consumer Protections
When dealing with problems with purchased goods, there are some special situations and extra protections you should be aware of.
Faulty Cars and Digital Downloads
Some goods come with unique rules. For example, if you’re having trouble with a vehicle you’ve bought, your rights are covered under the Consumer Rights Act 2015, just like with most other goods. However, the process and evidence needed can be more complex. For more on your rights and next steps, see what to do if you bought a faulty car.
Digital products – such as software, games, or music downloads – are also protected. If a digital download doesn’t work as described, is faulty, or causes damage to your device, you may be entitled to a repair, replacement, or refund. Learn more about refunds for faulty digital downloads.
If a Company Stops Trading
If the business you bought from goes out of business after your purchase, it can be harder to get your money back. There are still steps you can take, including making a claim through your bank or credit card provider. See what to do if a company stops trading or goes out of business.
Mis-Sold Mortgages and Consumer Goods
Consumer protection laws don’t just cover physical goods. If you believe you’ve been mis-sold a financial product, such as a mortgage, you may have rights to compensation. Find out more in our guide on mis-sold mortgage in the UK? Your guide to rights & remedies.
Need More Help?
If your issue isn’t resolved or you’re unsure about your rights, there are organisations that can offer support and advice. Visit our page on how to get more help with consumer issues.
Related Topics and Further Reading
Understanding your rights with purchased goods is only one part of consumer protection in the UK. If you’d like to explore your legal options further, you may find it helpful to read about refund rights in the UK, which explains when you can get your money back and how the law applies to different types of purchases.
If your issue relates to something you paid for but didn’t buy as a physical product – such as a repair, installation, or professional service – your rights are slightly different. Find out more about what you can do if you have problems with a service, including what the Consumer Rights Act 2015 says about services not being carried out with reasonable care and skill.
For those who have bought tickets to concerts, sports matches, or other events, there are specific rules that protect you as a consumer. Visit our section on events and tickets to learn more about your rights if an event is cancelled, postponed, or not as described.
By understanding how refund and replacement rules apply across goods, services, and event purchases, you can make informed decisions and take the right steps if something goes wrong.
