Consumer rights
Consumer rights & protection guides
Complaints, refunds, cooling-off periods, ombudsman routes and your legal rights as a consumer.
What do you need to work out?
Pick the closest match. Each path leads to a curated cluster of guides.
I'm being charged unfairly
Hidden fees, surprise charges, what to challenge.
4 guides →I'm within the cooling-off period
Cancellation rights and how to use them.
5 guides →My provider has failed me
Ombudsman routes and escalation.
1 guide →I want to make a complaint
How to complain and what to expect.
1 guide →Editor’s picks
See all 11 guides →Core Guide
5 guidesDeep Dive
1 guideSupport & Rights
1 guideThe full library
Showing 11 guidesKey Guide
Consumer Rights for Services Explained
- Services must be carried out with reasonable care and skill
- They must match what was agreed
- They must be performed within a reasonable time
- You may be entitled to repeat performance or a price reduction
Refunds, Repairs & Replacements Explained
- For faulty goods, you can often reject for a refund within the early period (commonly up to 30 days)
- After that, repair or replacement is usually the next step
- If repair/replacement fails or is too slow, you can usually ask for a refund or price reduction
- Your claim is against the retailer (seller), not the manufacturer
- Always put your request in writing and keep evidence
Returning Faulty Goods Explained
- Your remedy is usually against the retailer (the seller), not the manufacturer
- Act quickly: early rejection for refund is often available (commonly within 30 days)
- Keep proof: receipt/order email, photos, videos, screenshots, and notes
- For faulty goods, the retailer should usually cover return costs
- If the retailer refuses, escalate in writing and use ADR/chargeback/Section 75 where relevant
Your Consumer Rights Explained
- UK consumer rights mainly come from the Consumer Rights Act 2015 and related regulations
- If something is faulty, not as described, or not fit for purpose, you can usually claim a repair, replacement, price reduction, or refund
- Online purchases often include a 14-day "cooling-off" period (with exceptions)
- Keep evidence: receipts, order confirmations, screenshots, photos, and notes of conversations
- If the seller refuses, escalate in writing, then consider ADR, chargeback/Section 75, or court
Buying Online vs In-Store Explained
- Online purchases usually include a 14-day cooling-off period
- In-store purchases do not automatically include cancellation rights
- Faulty goods rights apply regardless of where purchased
- Some items are excluded from cancellation rights
Consumer Rights for Digital Content Explained
- Digital content must be satisfactory quality
- It must match description
- You may be entitled to repair or refund
- Faulty updates must be fixed
- Different rules apply once download begins
Delivery Rights & Delays Explained
- Sellers are responsible until goods reach you
- Delivery must occur within 30 days unless agreed otherwise
- You can cancel for non-delivery
- Damaged goods can be rejected
- Refunds must be issued promptly
Extended Warranties Explained
- Extended warranties are optional
- They do not replace statutory rights
- Some provide limited additional protection
- Compare cost vs likely benefit
- Always read exclusions carefully
Guarantees & Warranties Explained
- Guarantees are additional promises, not replacements for legal rights
- Your statutory rights last up to 6 years in England and Wales
- Retailers are responsible for faulty goods, not just manufacturers
- A guarantee cannot reduce your legal protections
- Always keep proof of purchase
Unfair Terms & Subscriptions Explained
- Contract terms must be fair and transparent
- Auto-renewals must be clearly disclosed
- Businesses cannot rely on hidden or misleading clauses
- You can challenge unfair terms
- Regulators can take action against unfair practices
Complaints & Dispute Resolution Explained
- You must give a business the opportunity to fix the problem first
- Keep written records of all communication
- Many sectors have independent ombudsman schemes
- ADR can resolve disputes without going to court
- Court should be a last resort