Consumer Rights: Refunds, Guarantees, and Your Legal Rights in the UK

Under the Consumer Rights Act, goods must be of satisfactory quality, fit for purpose, and as described. You have specific rights depending on when you discover a fault. Within 30 days: you have an immediate right to reject goods and get a full refund. This is the 'short-term right to reject.' After 30 days but within 6 months: you can require the seller to repair or replace the goods. The seller has one attempt to repair. If that fails, you can then get a refund or reduce the price. After 6 months: the burden of proof shifts to you — you must prove the goods were faulty when you bought them. The seller can argue the fault was caused by wear and tear or accident.

Digital content (downloaded apps, games, music, ebooks) also has consumer protections. Digital content must work as described and be of satisfactory quality. If digital content is faulty, you can: require the trader to repair or replace the content, get a price reduction if repair/replacement isn't possible, or get a refund if the fault is serious. For digital services (streaming, cloud storage), you have similar rights. If the service isn't provided as agreed, you may be entitled to a refund. For faulty digital content downloaded within the last 30 days, you can reject and get a full refund.

When you pay for a service, it must be performed with reasonable care and skill. Information provided becomes part of the contract. The service must be done within a reasonable time if no timeframe was agreed. You have rights if the service is faulty: ask the trader to perform the service again (at no extra cost), get a price reduction if they won't or can't fix it, or get your money back if neither works. Services include: hairdressing, repairs, home improvements, professional services, entertainment tickets, and more. You have 6 years to claim (5 years in Scotland) from when the service was performed.

There are situations where you're not entitled to a refund. You've changed your mind: online purchases can be returned within 14 days for a full refund (the 'cooling off' period). In-store purchases generally can't be returned just because you changed your mind unless the store has a returns policy. Perishable goods: items that can expire (food, flowers) can't be returned if you've consumed them. Custom or personalised items: made-to-measure or bespoke items can't usually be returned. Software: if you've opened the seal, software generally can't be returned. Digital content: can't be returned once downloaded or streamed. However, many retailers offer goodwill returns policies beyond legal minimums.

Getting a refund requires a methodical approach. Step 1: check your rights. Know whether you're legally entitled to a refund or if it's a goodwill return. Step 2: contact the retailer. Start with the store where you bought. Be polite but firm. Quote the relevant law if needed. Step 3: provide evidence. Receipt, photos of faults, dates, names. Step 4: escalate if needed. Ask to speak to a manager. Put your complaint in writing (email or letter). Step 5: final options. Contact Trading Standards (for advice), use a chargeback (if paid by card), or consider small claims court for valuable items. For faulty goods, the retailer is responsible — not the manufacturer.

Guarantees are different from your legal rights. A guarantee (or warranty) is a promise from the manufacturer or retailer to repair or replace faulty goods for a certain period. Your legal rights are separate and in addition to any guarantee. The guarantee doesn't affect your statutory rights. Manufacturer guarantees: usually 1-2 years, but you still have 6-year legal rights. Extended warranties: often poor value compared to credit card protection or insurance. Check what's covered before buying. Extended warranties from retailers often duplicate your legal rights. You may have additional protection through: credit cards (Section 75 protection for purchases over £100), bank chargeback, or travel insurance for holiday purchases.