WHAT ARE YOUR CONSUMER RIGHTS

What are your consumer rights

The Consumer Right Act came into force on 1 October 2015 to protect consumer when buying goods or services and covers important areas including: refunds, terms & conditions, the small print, goods bought online and many other commercial relations between companies and customers. The Act aims to make it easier for consumers to understand and access their rights.

Here’s what you need to know about your Consumer Rights:

  • You have the right to get what you pay for

  • The right to clear and honest information before you decide to buy

  • The right to goods being fit for purpose

  • The right for services to be performed with reasonable care

  • The right to a refund, replacement or repair

Goods ordered at home:

If the goods you have ordered are not as described, fit for purpose or of satisfactory quality, during the expected lifespan of your product you are entitled to:

  • Up to 30 days refunds if good are faulty

  • Up to 6 months refunds, in most cases, if the products can’t be repaired or replaced

  • Some money back if the products don’t last a reasonable length of time

  • Services ordered at home:

  • In most cases you can cancel a services within 14 days from the time of purchase, however if you have agreed the service will start within this time you may be charged for what you have used already.

  • You have the right for a service to be fixed if it’s not carried out with reasonable care and skill, or get some money back if the service can’t be fixed

  • If you haven’t agreed to a price upfront, what you’ll be asked to pay must be a reasonable price

  • If a time hasn’t been agreed upfront, you have the right for the service to be carried out within a reasonable time.

In most cases, consumers and business sort out disputes between themselves usually through the business own complaints procedures. But in the event of things going wrong, including:

  • Faulty goods

  • Counterfeit goods

  • Poor service

  • Credit and store cards

  • Problems with contracts

  • Problems with builders

  • Rogue Traders

You can get help from Citizen Advice which is now the prime source of information and advice on the law for consumers. You can call the consumer helpline on 03454 04 05 06 or on 0345 04 05 05 to talk to a Welsh speaker. The helplines are open Monday to Friday 9:00AM to 5:00PM.

If you would like to get free, independent money advice please visit Money Advice Service. If you are from Northern Ireland and you are looking for advice about consumer law please contact Consumer Line.


If you’re buying from another EU country you can contact the UK European Consumer Center to find out more about your rights.