Your statutory rights under the Consumer Rights Act 2015

The Consumer Rights Act 2015 sets out your core legal protections when purchasing goods, digital content or services in the UK. Goods must be of satisfactory quality, fit for purpose and as described. This means they should meet the standard a reasonable person would expect, taking into account factors such as price, description and any other relevant circumstances.

Digital content, including apps, downloads, software and streaming services, must also be of satisfactory quality, fit for purpose and as described. If digital content is faulty, does not match its description or is not suitable for a purpose you made known before purchase, you are entitled to a legal remedy.

Services must be carried out with reasonable care and skill. If no timeframe has been agreed, they must be completed within a reasonable time. If no price has been agreed in advance, you are only required to pay a reasonable charge. These statutory rights apply to purchases made in person and online. A trader cannot restrict or exclude these rights through their terms and conditions. Any attempt to do so will not be legally binding on you.

Faulty goods: refunds, repairs and replacements

If goods are faulty, you have a short-term right to reject them within 30 days and obtain a full refund. The 30-day period generally runs from the date the goods are delivered to you, or from installation if installation forms part of the contract. If you agree to a repair or replacement during this period, the 30-day clock is paused while that is carried out.

If you do not reject the goods within 30 days, you are normally entitled to require the trader to provide a repair or replacement. This must be done within a reasonable time and without causing you significant inconvenience. If the trader fails to provide an effective repair or replacement, or if repair or replacement is not possible, you may be entitled to a price reduction or to exercise a final right to reject the goods.

If a fault becomes apparent within the first six months, it is generally presumed that the fault was present at the time of delivery unless the trader can prove otherwise. After six months, you may still have a claim, but you may need to show that the fault was inherent.

Faulty digital content

Digital content cannot usually be “rejected” in the same way as physical goods, but you are entitled to require repair or replacement if it is faulty. If repair or replacement is impossible or not carried out within a reasonable time, you may be entitled to a price reduction, which can include a full refund in appropriate cases.

If faulty digital content causes damage to your device or other digital content because the trader failed to exercise reasonable care and skill, the trader may be required to repair the damage or provide compensation.

Poorly performed services: your legal remedies

Where services are not provided with reasonable care and skill, you are entitled to require repeat performance at no additional cost. The trader must carry this out within a reasonable time and without significant inconvenience to you. If repeat performance is impossible or not carried out within a reasonable time, you may claim a price reduction, which can include a partial or full refund depending on the circumstances.

Disputes about services commonly arise in relation to building work, vehicle repairs, home improvements and professional services, but the same legal framework applies to all consumer service contracts.

Enforcing your consumer rights

If a trader refuses to comply with the Consumer Rights Act 2015, you should raise a formal written complaint and retain all evidence of the transaction, including receipts, photographs and correspondence. Many disputes can be resolved at this stage.

If the matter remains unresolved, you may consider alternative dispute resolution where available. Traders are required to provide certain information about approved ADR providers, although they are not always obliged to participate unless sector-specific rules apply.

For lower-value disputes, you may issue proceedings in the small claims court. For higher-value or more complex consumer disputes, legal advice can assist in assessing your claim, identifying the appropriate remedy and securing appropriate redress.

For more information, please contact us on 01524 907100, info@pre-law.co.uk or through our online enquiry form