Your rights when buying goods

When you buy goods you are entering into a contract with the seller of these goods.

For goods bought on or after 1 October 2015 the Consumer Rights Act 2015 says goods bought in a shop must be as described, fit for purpose and of satisfactory quality.

If they are not then:

  • Up to 30 days – If the item is faulty, you can get a refund.
  • Up to 6 months – If the faulty item cannot be repaired or replaced, then you are entitled to a full refund in most cases.
  • Up to 6 years – If the item can be expected to last up to six years you may be entitled to a repair or replacement, or if that doesn’t work, some money back.

Remember, when buying in a shop you DON'T have a legal right to a refund or replacement just because you change your mind. But… some stores may offer something via their returns policy.

However, for goods or services bought at home, The Consumer Contracts Regulations 2013 does give you:

  • Up to 14 days after receiving the goods, the right to change your mind allowing you to cancel and get a full refund in most cases.

For the first time digital products and content are now included in legislation, so if the digital content you have bought is faulty, you are entitled to a repair or replacement.

If the fault cannot be fixed within a reasonable time, or without causing you significant inconvenience, you can get some, or all of your money back.

It’s important to remember the old laws – like the Sale of Goods Act – will still apply to contracts made before October 2015.

More information on your rights under the Consumer Rights Act including template complaint letters can be found on the ‘Which’ website who have a dedicated Consumer Rights webpage providing help and advice on how to take action to resolve everyday problems.

Consumer Rights information can also be found on Citizens Advice consumer pages.