Consumer Rights Act 101
Lesson 1 of 12 in our free Consumer Rights guide: a 5-minute money game with the key points below.
Reading is cool. Playing is cooler.
This lesson is a 5-minute game. Free, no sign-up needed.
The story so far
Mo: My new headphones only work in the left ear. The shop said 'tough luck'. Is it tough luck?
Nana: It's not luck, love, it's the law. The Consumer Rights Act 2015 says what you buy from a business must be up to scratch.
Chip: Three magic tests: goods must be of satisfactory quality, fit for purpose, and as described.
Questions you'll answer
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.
Quick facts
- New phone charger that stops working after 4 days → Yes, rights apply. Not satisfactory quality. Faulty goods = your rights kick in.
- Hoodie described as '100% cotton' that's actually polyester → Yes, rights apply. Not as described. That's a breach.
- Trainers that fit fine, but Mo's decided they're ugly → Nope. Changing your mind isn't a fault. Any refund is down to the shop's own policy.
- Waterproof jacket that soaks through in light rain → Yes, rights apply. Not fit for purpose. 'Waterproof' has one job.
- Mo dropped their laptop in the bath → Nope. Damage you caused isn't the seller's fault. Bath + laptop = sadness, not a claim.
- Myth: “You need the original box to get a refund for a faulty item.” — Packaging is nice, but not required to claim for a fault.
- Fact: “Proof of purchase can be a bank or card statement, not just a receipt.” — Lost the receipt? A statement showing the payment usually works.
- Myth: “The Consumer Rights Act also covers private sales between individuals in the same way.” — Buying from another person gives you far fewer rights — mainly that the item is 'as described'. Business sellers are held to the full Act.