Refunds, faulty goods, cancelling contracts and complaining to the Financial Ombudsman. Know your UK consumer rights and get your money back.
Under the Consumer Rights Act 2015, goods from a trader must be satisfactory quality, fit for purpose and as described. If not, you have rights.
Bought in-store and just changed your mind? No legal right to return — only the shop's own policy. Faulty goods are a different story.
0–30 days: reject for a full refund. After 30 days: one repair or replacement, then refund/price reduction if that fails. Within 6 months the fault is assumed to have been there from the start.
Online/distance purchases: 14 days from delivery to cancel for any reason, then 14 days to return. Some items are excluded.
Services: reasonable care and skill. If not, ask for it to be redone, or a price reduction if that's not possible. Digital content must be satisfactory quality and as described.
Section 75: credit card purchases where the item costs over £100 and up to £30,000. If the seller breaches the contract or goes bust, your card provider is equally liable.
Chargeback = asking your bank to reverse a card payment when goods don't arrive or are faulty. Works for any amount on debit, credit or prepaid cards. Not a legal right, and time limits apply.
Good complaint = facts + your rights + what you want + a deadline. Put it in writing and keep copies.
Financial complaint? Firm first → up to 8 weeks for a final response → then the Financial Ombudsman Service (free), usually within 6 months of that final response.
Small claims is the last step, not the first. England & Wales: usually claims up to £10,000; you can claim online; send a 'letter before action' first.
Fake refund scams target people with open complaints. Never share one-time codes or PINs. Contact the company yourself using details you trust.
Day 40 = past the 30-day reject window but inside 6 months: the retailer gets one repair or replacement, and the fault is presumed to be there from the start.
Free with a codeConsumer Rights: quick answers
Who is responsible for sorting out a faulty item you bought in a shop?
The retailer that sold it to you. Yes! Your rights are against the trader you bought from. A manufacturer's guarantee is an extra, not a replacement.
Consumer Rights: in-depth guides
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