Under the Consumer Rights Act 2015, UK consumers have three time-bound statutory rights when goods are faulty: a full refund within 30 days, a repair or replacement within six months, and a longer-term right up to six years. This page explains what each right means, when it applies, and how to use it.
The Consumer Rights Act 2015 (CRA 2015) is the primary legislation governing your rights when goods are faulty. It applies to all goods purchased from a trader — online, in-store, or by phone. It does not apply to private sales (person-to-person) in the same way, though separate protections exist. The Act sets out three core rights based on how much time has passed since purchase.
Goods are faulty under the CRA 2015 if they fail one of three standards: (1) satisfactory quality — a reasonable person would regard them as unacceptable given the price, description, and circumstances; (2) fit for purpose — they do not do what you told the seller you needed them to do, or what goods of that type are normally used for; or (3) as described — they do not match the description given at the point of sale. All three standards apply. A product that meets one but fails another is still faulty.
Your statutory rights run against the retailer — the business you purchased from. The manufacturer is not legally responsible to you under the CRA 2015. A retailer who tells you to contact the manufacturer, or that "the warranty is the manufacturer's issue," is deflecting a legal obligation that sits with them. You are entitled to hold the retailer to account directly. Manufacturer warranties are additional to your statutory rights, not a substitute for them.
The Fault-at-Purchase Presumption Window is the first 30 days after purchase. During this period, UK law presumes that any fault that manifests was present at the time of sale. The retailer must prove otherwise — you do not need to prove the fault's origin. After 30 days and within six months, this presumption still applies but is rebuttable: the retailer can present evidence that the fault arose after sale. After six months, the burden shifts to you entirely.
This makes the timing of your claim critical. Within the Fault-at-Purchase Presumption Window, your evidence strategy is simpler and your position is strongest. The Faulty Goods Fight-Back System maps each window to the exact evidence and correspondence actions required.
Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly and severally liable with the retailer for any breach of contract — including faulty goods — on purchases between £100 and £30,000. This is a separate and additional right to your CRA 2015 rights, not a replacement for them. If the retailer is refusing your claim, you can simultaneously (or alternatively) pursue the credit card provider. This right applies even if you only paid a deposit on the card.
Debit card purchases are not covered by Section 75 but are typically covered by the voluntary Chargeback scheme, which operates on different timelines and evidence standards.
The Digital Markets, Competition and Consumers Act 2024 gives the Competition and Markets Authority (CMA) direct enforcement powers over consumer rights breaches — including faulty goods — without requiring civil court proceedings. The CMA can now impose fines on retailers who systematically deny valid consumer claims. The DMCC Act Consumer Leverage Note in the Faulty Goods Fight-Back System explains how to reference CMA enforcement risk in your formal complaint letter — a lever that significantly increases retailer responsiveness.
Under the Consumer Rights Act 2015, you have three statutory rights: a full refund within 30 days, a repair or replacement within six months (retailer bears burden of proof), and a partial refund up to six years if you can prove the fault was present at purchase. Your rights run against the retailer, not the manufacturer.
After 30 days, the automatic full refund right expires. You can still claim a repair or replacement. If the repair fails, or is not completed within a reasonable time or without significant inconvenience, you can then claim a price reduction or the final right to reject (partial refund, deducted for use).
Yes. Section 75 applies to all credit card purchases between £100 and £30,000 regardless of whether they were made online, in-store, or by phone. Your card provider is jointly liable with the retailer for any breach of contract, including faulty goods.
The first 30 days after purchase, during which UK law presumes any fault was present at the time of sale. The retailer must prove the goods were not faulty when sold — you only need to document the fault. After 30 days and within six months, the presumption continues but is rebuttable.
The Repair Loop Trap is when a retailer runs multiple repair attempts — returning goods as 'fixed' each time — without resolving the fault. UK law allows one repair attempt before you can escalate to replacement or price reduction. The Faulty Goods Fight-Back System shows you how to recognise and exit the trap with a formal escalation notice.
The Faulty Goods Fight-Back System gives you the templates, timelines, and evidence framework to move from knowing your rights to enforcing them.
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