Bought something that turned out faulty, not as described, or that stopped working far sooner than it should have? The Consumer Rights Act sets out exactly what you're entitled to — but the remedy available to you changes depending on how long you've had the item.
The three core rights
Under the Consumer Rights Act, goods you buy from a trader must be:
- Of satisfactory quality — not damaged, faulty, or noticeably below the standard a reasonable person would expect, given the price and description
- Fit for purpose — able to do what it's meant to do, and any specific purpose you told the seller about before buying
- As described — matching the description given in-store, online, or in advertising
If goods fail any of these, you have a right to a remedy — but which remedy depends on timing.
How your rights change over time
| Time since purchase | What you're entitled to |
|---|---|
| Within 30 days | A full refund, in most cases — the "short-term right to reject" |
| After 30 days, within 6 months | The retailer gets one chance to repair or replace; if that fails, you can then ask for a refund or price reduction. Crucially, the fault is presumed to have existed at the time of purchase unless the retailer can prove otherwise. |
| After 6 months | You can still claim a repair, replacement, refund or price reduction, but you must show the fault was present (or developing) at the time of purchase — which can require more evidence, such as an independent report. |
These rights generally last up to six years from purchase in England and Wales (five years in Scotland), though the practical strength of your claim weakens over time as it becomes harder to prove the fault wasn't caused by normal wear or misuse.
"Durability" — goods should last a reasonable time
Satisfactory quality includes durability: an item should keep working for a period that's reasonable given its price, description and type. A £30 kettle failing after two years might reasonably be expected; the same failure in a £400 premium kettle after two years is more likely to breach the durability requirement — reasonableness depends on the specific product and price point.
A worked example
You buy a washing machine that develops a fault after four months. Because this falls after 30 days but within six months, the retailer must be given one opportunity to repair or replace it, and doesn't need you to prove the fault existed at purchase — that's presumed in their favour to prove otherwise, not yours. If the repair fails or another fault appears, you're then entitled to a refund (which can be reduced to reflect use you've had from the item) or a replacement.
Who you claim from — and who you don't
Your contract is with the retailer, not the manufacturer, so claims for faulty goods go to whoever you bought from — even if they point you toward a manufacturer's warranty instead. A manufacturer's warranty is an additional, voluntary benefit and doesn't remove your statutory rights against the retailer.
Common mistakes and misconceptions
- Being told to "contact the manufacturer" and accepting that as the end of the conversation — your statutory claim is against the retailer
- Assuming a store's own returns policy is the limit of your rights — statutory rights exist regardless of a shop's internal policy, and can't be reduced by it
- Not acting within 30 days when a full refund would have been the simplest option
- Assuming digital content and services aren't covered — they are, under related provisions of the same Act
- Accepting a repair that then fails again without knowing you can subsequently ask for a refund or replacement
What to do next
Contact the retailer directly, explain the fault and reference the Consumer Rights Act if needed, and know which remedy applies based on how long you've owned the item. If the retailer refuses a reasonable claim, free guidance from the Citizens Advice consumer helpline or MoneyHelper can help you understand your next steps.