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🛒 Consumer Rights Guide
Consumer Rights in 2026: Refunds, Faulty Goods & Your Legal Protections
Bought something faulty? Been mis-sold a service? Can't get a refund? This guide explains your consumer rights — from the 30-day short-term right to reject, to Section 75 credit card protection and more.
📅 Last reviewed: July 2026📚 Sources: GOV.UK, Citizens Advice, Consumer Rights Act 2015🇬🇧 Applies across the UK
⚖ Know Your Rights at a Glance
30-day short-term right to reject: For goods that are faulty or not as described, you have 30 days to get a full refund — no quibble.
Section 75 protection: If you paid by credit card for something between £100 and £30,000, your credit card provider is jointly liable if the seller fails to deliver.
Distance selling cancellation: 14 days to cancel most online/phone purchases, with a further 14 days to return goods after notifying the seller.
Services must be carried out with reasonable care and skill — if they're not, you can demand a price reduction or a repeat of the service.
Chargeback is available for debit card payments (and some credit card payments under £100) — your bank can reverse the charge for goods not received or not as described.
Digital content rights: Streaming, software and downloaded content must be of satisfactory quality, fit for purpose and as described.
Your rights with faulty goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they're not:
Within 30 days: Short-term right to reject — full refund, no deductions
Days 30–6 months: One repair or replacement from the retailer. If that fails, you can claim a full refund or price reduction.
6 months to 6 years: You must show the fault was present at purchase (harder to prove, but still a legal right)
Your rights are against the retailer, not the manufacturer. Don't let a retailer send you straight to the manufacturer — they are legally responsible to you.
Cancellation rights for online purchases
When you buy online, by phone, or from a doorstep salesperson, you have:
14 days to cancel from the day you receive the goods (or from contract for services)
After notifying cancellation: a further 14 days to return the goods
The seller must refund you within 14 days of receiving the goods back (or your proof of postage)
Exceptions include: personalised goods, perishables, digital content already downloaded, hotel bookings, and event tickets. If the seller didn't tell you about your cancellation rights, your cancellation period is extended by 12 months.
Section 75 and chargeback
Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for purchases between £100 and £30,000. If the seller is insolvent, fails to deliver, or misrepresents what you're buying, you can claim directly from your credit card company. The purchase doesn't have to be entirely on the card — even a partial payment triggers Section 75.
Chargeback is a Visa/Mastercard/Amex scheme rule (not statute) that allows you to dispute debit card transactions and some credit card transactions for non-delivery or not as described. It's not a legal right but most banks honour it. Time limits vary by card scheme — typically 120 days from the transaction or expected delivery date.
Services — reasonable care and skill
Services must be provided with reasonable care and skill. If a tradesperson, mechanic, or professional does work that falls below this standard:
You can ask them to redo the work at no extra cost
If they refuse or can't fix it, you can claim a price reduction
If the service was so poor it was worthless, you may be entitled to a full refund
Services must also be completed within a reasonable time and at a reasonable price (if no price was agreed upfront). Keep evidence of what was agreed, what was done, and what the problem is.
1
Contact the retailer first in writing
State what is wrong, when you noticed it, and what you want (refund, repair, replacement). Keep a copy.
2
Use the 30-day right to reject if you're within the window
Be clear in writing that you are exercising the short-term right to reject under the Consumer Rights Act 2015.
3
Use Section 75 if you paid by credit card
Contact your credit card provider directly. You can make a Section 75 claim even if you paid only a deposit by credit card.
4
Use chargeback for debit card purchases
Contact your bank as soon as possible. Time limits apply.
5
Escalate to ADR if the seller won't engage
Many sectors have Alternative Dispute Resolution (ADR) schemes — Furniture Ombudsman, Motor Ombudsman, Financial Ombudsman. These are usually free.
6
Small claims court as a last resort
For claims up to £10,000 in England and Wales, small claims court is straightforward and low cost. Use MCOL (Money Claim Online) at gov.uk.
Frequently asked questions
The retailer says I have to claim from the manufacturer — is that right?
No. Your contract is with the retailer, not the manufacturer. The retailer is legally responsible for goods that are faulty. You can choose to use a manufacturer's warranty as well, but your statutory rights against the retailer remain.
I bought something online and changed my mind — can I return it?
Yes — you have 14 days from delivery to cancel a distance contract, and a further 14 days to return the goods. The seller must refund you including basic delivery costs. You may have to pay return postage unless the seller offers free returns.
My credit card payment was less than £100 — can I still use Section 75?
Section 75 only applies to credit card purchases between £100 and £30,000 (the full price, not just your payment). For smaller transactions, try chargeback instead.
I paid a builder who did terrible work — what can I do?
Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. You can ask the builder to redo the work. If they refuse, you can claim a price reduction or refund in county court. Get independent evidence of the poor quality first.
The company I bought from has gone bust — what can I do?
Check whether you paid by credit card (Section 75 applies), debit card (chargeback), or PayPal (buyer protection). You may also be able to submit a claim as a creditor in the insolvency, though recovery is often limited.
How do I make a small claims court claim?
Use MCOL (Money Claim Online) at gov.uk. The court fee is modest and the process is designed to be done without a lawyer. Maximum claim for small claims track is £10,000 in England and Wales.
What is an ADR scheme?
Alternative Dispute Resolution schemes allow you to resolve disputes without going to court. Many retail, motor, and service sectors have ombudsman schemes (e.g. Motor Ombudsman, Financial Ombudsman, Furniture Ombudsman). They are usually free to consumers.
Financial Ombudsman Service: 0800 023 4567 — for financial products and credit cards
Trading Standards: via Citizens Advice
GOV.UK small claims: gov.uk/make-court-claim-for-money
⚠ Important disclaimer: This guide covers consumer rights in England, Wales and Scotland as at July 2026. General legal information only — not legal advice. Verify with ACAS, GOV.UK or Citizens Advice before acting. ukworkrights.co.uk — Not a law firm.