This guide is maintained as a current resource for November 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.
Need a refund for faulty goods or services? We break down your statutory rights under the Consumer Rights Act, the time limits you must follow, and how to make a successful claim.
When something you've bought or a service you've paid for does not meet the standards the law requires, you may be entitled to a refund under consumer rights law. The Consumer Rights Act 2015 (CRA) and related regulations give clear rights to consumers in England and Wales. This article explains, in plain language, what those rights are, when you can claim a refund, how to make your claim, the time limits involved, and practical steps you can take to enforce your rights without personalised legal advice. Whether you're a member of the public with no legal background, a student, or a solicitor seeking a clear summary, this guide outlines the complete process.
Introduction to Statutory Refund Rights
Under UK consumer law, when you buy goods, services or digital content and they are faulty, not as described, unfit for purpose or not delivered, the law may entitle you to a refund, repair or replacement. These are statutory rights that cannot be removed or restricted by the trader (for example, you cannot be lawfully told “no refunds”). If the goods or services fail to meet these legal standards, you may claim a refund under the Consumer Rights Act 2015.
Statutory refund rights apply regardless of any voluntary shop or online returns policy the trader offers. These rights also cover online and distance purchases through the Consumer Contracts Regulations 2013, which give additional rights to cancel certain online contracts within a specific timeframe.
When You Are Entitled to a Refund
Goods That Are Faulty, Unfit for Purpose or Not as Described
The CRA requires that goods must be:
- Of satisfactory quality – not faulty or damaged on arrival.
- Fit for purpose – able to perform the functions you reasonably expect.
- As described – matching any description, sample or model shown at the time of sale.
If goods do not meet any of these requirements, you are entitled to a refund, repair or replacement from the retailer. A refund is typically available as the first option within a set timeframe.
Services That Fall Below Expected Standards
If a service is not carried out with reasonable care and skill, is not completed within a reasonable time (where no specific time is agreed), or charged at an unreasonable price, you can request your money back. The CRA requires the trader to put things right or offer a refund if the service cannot be remedied reasonably.
Cancellation Rights for Online and Distance Purchases
If you bought goods or services online, by phone, by mail order, or at a distance, you generally have a 14‑day statutory cancellation right under the Consumer Contracts Regulations. This allows you to cancel and claim a full refund within 14 days of receiving the goods, without giving a reason. The trader must refund delivery costs for standard delivery.
Time Limits for Claiming a Refund
Faulty Goods
You have a 30‑day right to reject faulty goods and claim a full refund. This 30‑day period begins when you take ownership of the goods. If you return the item within this period, the retailer must provide a refund.
After the first 30 days but within six months, you can still ask for a repair or replacement. If the repair or replacement attempt fails, you may then claim a refund or price reduction. After six months, you can still seek remedies but you may need to prove that the fault existed at the time of delivery.
Services
Refund rights for services depend on whether the service was performed to the required standards and whether you complained promptly. Although there is no fixed statutory period like the 30‑day rule for goods, you should act promptly to make a claim when you identify the problem.
Distance and Online Purchases
Under the Consumer Contracts Regulations, you have 14 days from delivery to cancel an online or distance purchase and another 14 days to return the goods after cancellation notification. The retailer must issue the refund within 14 days of receiving the goods back or of being informed of the cancellation (whichever is earlier).
How to Make a Refund Claim
Step 1: Check Your Rights
Before making a claim, identify whether your purchase falls under the Consumer Rights Act (goods, services or digital content) or the Consumer Contracts Regulations (online/distance purchases). Understand which criteria you need to meet to successfully claim a refund.
Step 2: Contact the Retailer or Trader
Notify the trader in writing (email or letter) as soon as you see the problem. Include:
- Proof of purchase (receipt, bank statement).
- A clear description of the problem.
- What remedy you seek (refund).
- A reasonable deadline for reply (e.g., 14 days).
Record all communications to support your claim if it needs escalation.
Step 3: Return the Goods
When claiming a refund, you must usually return the item. Traders must not charge any unreasonable fees for the return, and if collection of the item is agreed, the trader should bear reasonable collection costs.
Step 4: Escalate if Necessary
If the trader refuses or ignores your claim:
- Use their formal complaints process.
- Notify independent consumer advice bodies or Trading Standards.
- In regulated sectors (such as financial services, telecoms), contact the relevant ombudsman.
Practical Examples
Faulty Electrical Item
If you buy a kettle that stops working within a few days due to a fault, you can reject the goods and request a full refund within 30 days of purchase. After 30 days but before six months, you can request a repair or replacement, and if unsuccessful, a refund.
Online Clothing Purchase
If you buy clothes online and decide you don't want them, you can cancel within 14 days of delivery and return the goods for a full refund. Standard delivery costs must be refunded even if you chose express delivery.
Common Misconceptions
- No “automatic” refund for simply changing your mind in store. Unless you have a statutory cancellation right (e.g., distance contract), retailers are not obliged to refund purely for a change of mind.
- “No refunds” signs are not legally enforceable and do not override statutory rights.
- Guarantees or warranties may supplement statutory rights but cannot replace them.
Key Takeaways
Under consumer law in England and Wales:
- You have clear statutory rights to a refund if goods are faulty, unfit for purpose, or not as described under the Consumer Rights Act 2015.
- For online or distance purchases, you may cancel and claim a refund within statutory cancellation periods.
- Refund claims involve contacting the trader promptly, returning goods where appropriate, and using formal complaint routes if necessary.
- Time limits vary: 30 days for straightforward refunds of faulty goods, and specific cancellation timelines for online purchases.
Understanding these rights and how to exercise them can help you secure refunds effectively and assert your consumer protections with confidence.
