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Consumer Rights Act 2015

From 1st October 2015 consumers have enhanced, easy to understand rights. The Consumer Rights Act consolidates 8 pieces of legislation into one place, but it also introduces a range of new rights for consumers including a 30-day time period to return faulty goods and replacement rights for faulty digital content.

 

Below is a summary of your consumer rights

 

 

More information...

 

Goods bought in a shop

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product you're entitled to the following:

 

The Citizens Advice Consumer Service (CACS) is the primary source of information and advice on the new laws for consumers.

To contact CACS please visit  www.adviceguide.org.uk or call 03454 04 05 06

 Citizens Advice guidance

 GOV.UK press release

 Which? guidance

 Up to 30 days If your item is faulty, then you can get a refund

 

 

 Up to 6 months If your faulty item can't be repaired or replaced, then you're 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 of your money back  

You don't have a legal right to a refund or replacement just because you change your mind, but please do ask traders about their returns policy as they may be able to help in-store.

 
   

Goods bought at a distance

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say:

 
  Up to 14 days After receiving your goods, in most cases, you can change your mind and get a full refund.  
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product you're entitled to the following:  
  Up to 30 days If your item is faulty, then you can get a refund
 
  Up to 6 months If your faulty item can't be repaired or replaced, then you're 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 of your money back  
   

Buying services

The Consumer Rights Act 2015 says:

 

4 You can ask the trader to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if they can't fix it

 

4

If you haven't agreed a price upfront, what you're asked to pay must be reasonable

 

4

If you haven't agreed a time upfront, it must be carried out within a
reasonable time

 

     

Buying services at a distance

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 says:

 
Up to 14 days in most cases, you can cancel within 14 days. If you agree that the service will start within this time, you may be charged for what you've used.  

The Consumer Rights Act 2015 says:

 

4

you can ask the trader to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if they can't fix it  

4

if you haven't agreed a price upfront, what you're asked to pay must be reasonable  

4

f you haven't agreed a time upfront, it must be carried out within a reasonable time  
     

Digital content

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 says:

 
Up to 14 days You may have a 14 day right to change your mind and get a full refund on your digital content, but you might lose this right by agreeing to download the content  
The Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality.  
4 If your digital content is faulty you're entitled to a repair or a replacement  
4 If the fault can't be fixed within a reasonable time, or without causing you significant inconvenience, you can get some, or all of your money back  
4 If you can show the fault has damaged your device and the trader hasn't used reasonable care and skill, you may be entitled to a repair or compensation  

 

 

 

 

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This page was last edited on 07/12/16