The Consumer Rights Act 2015 is the UK law that says goods must be of satisfactory quality, fit for purpose and as described, and services must be done with reasonable care and skill. If goods are faulty, the customer can reject them for a full refund within 30 days, and after that you must offer a repair or replacement.
If you sell anything to consumers in the UK, from candles on Etsy to a coaching package, this Act sets the minimum you owe your customers, and you can't contract out of it. GOV.UK puts it plainly: it's illegal to restrict or take away customers' rights or to mislead them about their rights, for example with a sign saying you don't accept returns. Here's what the Act says, in the order a complaint usually plays out.
The timeline for faulty goods
| When the customer comes back | What they're entitled to | Your move |
|---|---|---|
| Within 30 days | The short-term right to reject: a full refund | Refund in full |
| After 30 days, within 6 months | A repair or replacement first; if that fails, a refund or price reduction | GOV.UK says you must repair or replace unless you can prove it wasn't faulty when bought |
| After 6 months | Repair or replacement, then the final right to reject | You can ask the customer to prove it was faulty when they bought it |
| Up to 6 years (5 in Scotland) | The time limit for making a claim | Keep records of sales and repairs for at least that long |
The 30 days run from the day after the customer has the goods and you've done what you need to, such as delivery or installation, according to section 22. Goods that can reasonably be expected to perish sooner, such as flowers or food, get the shorter period instead.
One repair, then a refund
This is the insight most sellers miss. Under section 24, the customer gets the final right to reject if, after one repair or one replacement, the goods still don't conform to the contract, or if you don't repair or replace within a reasonable time and without significant inconvenience. You don't get endless attempts to fix it.
Section 24 does let you reduce a final-right refund by a deduction for use, to reflect the use the customer has had. But no deduction is allowed if they reject in the first 6 months, with a motor vehicle exception. And while they're waiting for a repair or replacement, section 22 says the 30 day clock stops running.
Change of mind is a different law
The Consumer Rights Act is about faults. A customer who simply doesn't want something has no right to a refund for in-person purchases, GOV.UK says, unless they bought it without seeing it. Online, mail and phone sales are different: customers can cancel within 14 days of receiving the item, have another 14 days to send it back, and you must refund within 14 days of getting it back, including standard delivery. That cancellation right comes from separate distance selling rules, and certain items are exempt unless faulty:
- Personalised or custom-made items
- Perishable items, such as frozen food or flowers
- Newspapers and magazines
- Unwrapped CDs, DVDs and computer software
- Sealed health or hygiene items that have been opened, such as underwear
Sales, warranties and receipts
Three rules catch small shops out. Customers have exactly the same rights when they buy in a sale as at full price. A customer has the same right to a free repair or replacement whether or not they have a warranty, so an expired guarantee doesn't end your duty. And you can ask for proof of purchase, but GOV.UK says that can be a receipt, a bank statement or the packaging, not only a till receipt. You only have to accept returns from the person who bought the item.
Services count too
Section 49 says every contract to supply a service includes a term that the trader must perform it with reasonable care and skill. If you sell consulting, design, marketing or any other service to consumers, a poor job can give your customer a claim under the same Act. Write clear scopes so both sides know what reasonable looks like.
What to put in your returns policy
- State the 30 day right to reject for faulty goods in plain words.
- Explain your repair or replacement process and how long it takes.
- For online sales, set out the 14 day cancellation window and how refunds work.
- List any items that can't be returned unless faulty, and why.
- Never write that sale items, opened items or items without a receipt can't be refunded if faulty.
- Give one contact route and answer within a reasonable time.
If customers can't resolve a problem with you, GOV.UK points them to Citizens Advice in England and Wales, Advice Direct Scotland and Consumerline in Northern Ireland, which can refer complaints to Trading Standards. If you sell online, set your returns window and refund rules inside your shop settings from day one; my guide to choosing an ecommerce platform helps if you're still picking one. For UK online sellers who also collect reviews, my guide to the DMCC Act fake review rules covers the newer duty.
My verdict
Build your returns policy around the Act rather than against it: refund faults in the first 30 days without argument, fix once and then refund, and never put up a no refunds sign. Customers who get a fair answer quickly come back; customers who get quoted a policy that breaks the law go to Trading Standards.
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Selling in Australia too? See our Australian Consumer Law guide for the equivalent consumer guarantees there.
Frequently asked questions
How long do you have to return faulty goods under the Consumer Rights Act 2015?
You have 30 days to reject faulty goods for a full refund under the short-term right to reject. After that the trader must offer a repair or replacement.
Can a shop refuse a refund on sale items?
Not for faulty items. GOV.UK says customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.
Is a no refunds sign legal in the UK?
No. GOV.UK says it's illegal to restrict or take away customers' rights or to mislead them, for example by displaying a sign that says you don't accept returns or offer refunds.
How many repairs does a seller get?
Under section 24 of the Act, the customer can use the final right to reject if the goods still don't conform after one repair or one replacement.
Who has to prove the fault?
GOV.UK says that within 6 months you must repair or replace unless you can prove the item wasn't faulty when bought. After 6 months you can ask the customer to prove it.
Does the Consumer Rights Act cover services?
Yes. Section 49 says every contract to supply a service includes a term that the trader must perform it with reasonable care and skill.
How long can a customer claim for faulty goods?
GOV.UK says customers have up to 6 years to make a claim, or 5 years in Scotland.
