This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Did you receive items that don't match the description? Learn your legal rights to a refund, repair, or replacement under the Consumer Rights Act and how to enforce them.
When you buy goods from a trader in England or Wales, the law gives you clear rights to ensure what you receive matches what was promised. One of the key protections in consumer law is that goods must be “as described” - if they are not, you may be entitled to a refund, repair, replacement or other remedies under the Consumer Rights Act 2015 (CRA). This article explains what “goods not as described” means, where your rights come from, how to enforce them and what practical steps you can take if your purchase does not meet legal requirements.
What “As Described” Means in Consumer Law
Under the CRA, any goods supplied by a trader to a consumer must match the description provided at the time of sale or at any point before the contract was formed. This includes:
- Descriptions on the product label, packaging and website listings.
- Information given verbally by a salesperson.
- Any samples or models you are shown before buying.
If the goods you receive are materially different from the description - such as a product colour, size, specification or material that does not match what was advertised - this can amount to a breach of contract because they are not as described.
The CRA treats conformity with description as a statutory term of the contract between consumer and trader: even if the written contract makes no express reference to description, this legal obligation is implied and can be enforced.
How the Law Applies When Goods Are Not as Described
Core Legal Framework
The CRA brought in modern consumer protections and consolidated existing law on buyers' rights when purchasing goods and services. Under Part 1, Chapter 2 of the Act, a trader must supply goods that:
- Are of satisfactory quality;
- Are fit for purpose; and
- Match the description given, including any sample or model shown.
“As described” is not a vague standard. It means the actual item must reasonably align with the description, characteristics, model number, materials or other specifications that formed part of the sales contract. If the goods differ in a way that would alter a reasonable consumer's decision to buy them, this is likely a breach.
Practical Examples
Some typical scenarios where goods may be not as described include:
- Ordering a leather handbag described as genuine Italian leather, but receiving one made from synthetic material.
- A product page that lists a specific feature (e.g. “supports 4K video”) but the item delivered does not have that capability.
- Receiving a completely different model from what was shown in the advertisement or catalogue.
In each case, if the discrepancy goes beyond insignificant variations and affects the essential character of the goods, the “as described” requirement is likely engaged.
Remedies When Goods Are Not as Described
If the goods you receive do not match the description, consumer law provides a tiered set of remedies:
1. Short‑Term Right to Reject
If the goods are not as described at the time of delivery, you generally have the right to reject them within 30 days and claim a full refund. This is an automatic statutory right and applies even if the trader's own return policy is less generous.
2. Repair or Replacement
If the 30‑day period has passed but the goods still do not conform to the description, you can ask the trader to repair or replace the items at no extra cost. The trader must complete this within a reasonable time and without causing significant inconvenience.
3. Final Right to Reject or Price Reduction
Where repair or replacement is not possible or has failed, you may elect to:
- Exercise a final right to reject and obtain a refund; or
- Keep the goods and ask for a price reduction to reflect the difference in value.
These remedies are designed to put consumers in the position they would have been in had the contract been properly performed.
Time Limits and Evidence
The 30‑day right to reject begins from the time you take possession of the goods. After this period, you can still pursue other remedies, but you may need to show that the goods did not conform to the description when supplied. In disputes, it is helpful to keep:
- Order confirmations, product descriptions and screenshots of online listings;
- Receipts and delivery records;
- Photographs showing how the goods differ from the description;
- Any correspondence with the trader.
These can be important if you escalate the matter - for example, to a small claims court or consumer tribunal.
Online Purchases and Distance Selling Considerations
When goods are bought online or at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also apply. These give consumers a 14‑day cancellation period for change‑of‑mind returns, but this is separate from CRA rights for goods not as described. CRA rights apply in addition and may offer stronger protection: for goods that do not conform to the description, you are entitled to remedies even beyond the 14‑day cancellation window.
If the trader tries to rely solely on a distance‑selling policy to limit rights, this is unlikely to override statutory obligations under the CRA.
Practical Steps if Your Goods Are Not as Described
- Contact the trader promptly in writing, explaining that the goods do not match the description and referring to your rights under the Consumer Rights Act 2015.
- Specify the remedy you seek, such as rejection for a refund or, if beyond 30 days, repair or replacement.
- Retain evidence of the description and how the goods differ.
- If the trader refuses to cooperate, consider alternative dispute resolution (ADR) or a claim in a county court or tribunal.
Communicating clearly and early often leads to quicker resolution, and many disputes can be settled without formal legal proceedings.
Common Questions
Does “as described” cover subjective claims like “premium quality”?
Goods must match objective descriptions and specifications supplied by the trader. Subjective marketing language can be harder to enforce unless it would reasonably affect your decision to buy. Erring on the side of documented descriptions and specifications is usually stronger evidence.
Can a trader refuse a refund because the goods have been used?
Use does not automatically remove your rights. If the goods were not as described at delivery, your statutory rights remain, though evidence of misuse may be relevant to whether the item was conforming in the first place.
What about purchases from private sellers?
CRA protections apply when a trader sells to a consumer. Private transactions may not attract the same statutory rights, so buyer caution is advised.
Key Takeaways
If goods you have bought from a trader do not match the description given at the time of sale, consumer law in England and Wales provides strong protections under the Consumer Rights Act 2015. This includes a statutory guarantee that goods must be as described, and a structured set of remedies including refunds, repairs, replacements and price reductions if those rights are breached. Acting promptly, preserving evidence and asserting your rights clearly can help secure a satisfactory resolution. Understanding your “goods not as described” rights empowers you to hold traders to account and pursue fair outcomes when products fall short of legal standards.
