Consumer Rights Act 2015 — Three-Part Conformity Test

Is My Product Legally Faulty? The CRA 2015 Three-Part Test

Under the Consumer Rights Act 2015, goods must meet three legal standards: they must be of satisfactory quality (Section 9), fit for purpose (Section 10), and match their description (Section 11). A product that fails any one of these three tests is legally faulty — regardless of what the retailer says. This page walks you through each test and how to apply it to your specific situation.

What Are the Three Legal Tests That Determine Whether Goods Are Faulty?

1

Satisfactory Quality

CRA 2015 Section 9

"Would a reasonable person consider this product to be of satisfactory quality, given its price and description?"

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Appearance and finish: Does the product look as expected for its price point? Obvious defects, scratches, or poor assembly that would not be expected at the price paid.
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Freedom from minor defects: Minor defects that affect appearance or function — a zip that sticks, a seam that came undone on first wear, a screen that has dead pixels.
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Safety: A product that is unsafe or potentially dangerous in normal use fails the safety aspect of satisfactory quality regardless of other factors.
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Durability: The product should last a reasonable time given its price and type. A £300 appliance that fails after 3 months is likely to fail the durability test.
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Fitness for all common purposes: Different from the specific fitness for purpose test below — this covers all the purposes for which goods of that kind are commonly used.

Example: A washing machine that fails to spin after 3 months of normal use fails the durability aspect of satisfactory quality. A jacket with a seam that came apart on first wear fails the freedom from minor defects aspect.

2

Fit for Purpose

CRA 2015 Section 10

"Does the product do what it is supposed to do — and what you specifically said you needed it for?"

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Common purposes: The product must be fit for all purposes for which goods of that kind are commonly used. A kettle that doesn't boil water. A torch that doesn't produce light.
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Specific stated purpose: If you told the retailer you needed the product for a specific purpose ('I need a waterproof jacket for hiking in Scotland') and they confirmed it was suitable, it must perform that specific purpose.
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Digital content in goods: If the product includes digital elements (e.g. smart home devices, connected toys), those must also function as described and expected.

Example: You buy a drill and tell the retailer you need it for drilling into brick walls. They confirm it is suitable. If it cannot drill brick, it fails the fitness for purpose test regardless of whether it works on wood.

3

As Described

CRA 2015 Section 11

"Does the product match its description — in the listing, on the packaging, or as stated by the seller?"

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Written description: Product listing copy, packaging text, instruction manual descriptions. If any material feature does not match, it fails this test.
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Sample or model: If you bought based on a physical sample or in-store model, the product must match that sample.
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Verbal description: Statements made by sales staff about the product's features or capabilities are part of the description. If they were wrong, the product may fail this test.

Example: A laptop sold as having a 12-hour battery life that actually lasts 4 hours fails the 'as described' test. A dress sold in size 14 that measures like a size 10 fails this test.

What Does NOT Count as a Legal Fault Under CRA 2015?

Normal wear and tear

Expected deterioration from ordinary use over time. However, unusually rapid deterioration for the product type and price point may constitute a satisfactory quality failure.

Damage you caused

Misuse, accidents, or improper care by you are not legal faults — unless the product was unusually fragile in a way that was not disclosed.

Known and disclosed defects

If the retailer specifically pointed out a defect before purchase and you bought the item anyway, you cannot claim for that specific defect.

Personal preference

Disliking a feature that the product actually has is not a fault. The tests are objective, not subjective.

Change of mind

You do not have a statutory right to return goods simply because you changed your mind — unless the retailer's returns policy gives you that right. Change of mind is not a fault.

Frequently Asked Questions

What makes goods legally faulty under UK law?

Under CRA 2015, goods must be of satisfactory quality (s.9), fit for purpose (s.10), and match their description (s.11). A product that fails any one of these three tests is legally faulty and you are entitled to a remedy — regardless of what the retailer says.

Is normal wear and tear a legal fault?

No — expected wear and tear is not a fault. However, a product that deteriorates faster than a reasonable person would expect given its price and type may fail the durability aspect of the satisfactory quality test. Price is relevant: expectations for a £500 item are higher than for a £20 item.

Does damage I caused count as a fault?

Damage caused by misuse or accident is not a legal fault. However, if the product was unusually fragile in normal use in a way not made clear at purchase, there may be a satisfactory quality argument. The key question: was the product adequate for its intended use under normal conditions?

What if I knew about the fault before buying?

If the retailer specifically drew the fault to your attention before purchase, you cannot later claim for that specific defect. If the fault was not disclosed and you could not have discovered it on reasonable inspection, your rights are intact.

What is the difference between a fault and a feature I dislike?

A feature you dislike is not a fault unless the product was misrepresented. The three tests are objective — they use the standard of a reasonable person, not your personal preference. If the product does what it was described and expected to do, not liking how it does it is not a legal fault.

Related guides in this network:

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