BRITAINDIRECT
My Power: Know Your Rights

Consumer Rights: Get Your Money Back

Shops, services, and scammers count on you not knowing the law. Time to disappoint them.

The Consumer Rights Act 2015: Your Nuclear Option

This single piece of legislation replaced three older acts and gave consumers the clearest rights in UK history. Every product you buy must be:

  • Satisfactory quality — not broken, damaged, or substandard.
  • Fit for purpose — does what it's supposed to do, and what the seller said it would do.
  • As described — matches the description, listing, or advertisement.

If any of these three tests fail, the product is legally faulty and you are entitled to a remedy — regardless of what the shop's returns policy says.

The Refund Timeline

  • 0–30 days: Full refund — no questions asked for faulty goods.
  • 30 days – 6 months: Retailer gets one chance to repair or replace. If that fails, full refund.
  • 6 months – 6 years: YOU must prove the fault was present at time of purchase (expert report may help).
  • Digital content: Same rules apply to downloads, streaming, and software.

Power Moves for Consumers

Section 75 Claims

Paid between £100 and £30,000 on a credit card? The card company is jointly liable with the retailer. If the seller refuses a refund, claim directly from your credit card company. This works even if you only paid part on the card.

Chargeback

Paid by debit card or the amount was under £100? Ask your bank for a chargeback. This reverses the payment. It's not a legal right but a scheme rule — banks will do it for you if the goods weren't delivered or were faulty.

Small Claims Court

Claims up to £10,000 can be filed online via Money Claims Online. Fees start at £35. No lawyers needed. The process is designed for ordinary people and most cases settle before reaching court.

Services: When the Work Is Rubbish

The Consumer Rights Act also covers services — builders, plumbers, mechanics, hairdressers. A service must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price (if not agreed in advance).

If the service is substandard, you can ask the trader to redo it at no extra cost. If they can't or won't fix it, you're entitled to a price reduction — which can be up to 100%, i.e., a full refund.

Online Shopping: Extra Protections

Bought something online, by phone, or at your door? The Consumer Contracts Regulations 2013 give you a 14-day cooling-off period to cancel for any reason — even if you just changed your mind. The seller must refund you within 14 days of getting the goods back, including original delivery costs.

Essential Resources

Consumer Rights Action Checklist

Faulty product? Bad service? Ripped off online? Here's your battle plan.

Get Your Money Back
Step-by-step actions to exercise your consumer rights.

Did this guide help you?

Britain Direct is independent and reader-supported. If you found this useful, please consider supporting our work or sharing it with others who need it.

Share on XShare on FacebookShare on WhatsAppShare by Email