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 5 guides of 11Core Guide
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