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 4 guides of 11Key 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