The Consumer Contracts Regulations: Know Your Rights

Originally written by Abigail Taylor, updated by the editorial team on 11th May 2026

What the Consumer Contracts Regulations cover

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 came into force on 13 June 2014 and still apply in 2026. They set out what sellers have to tell you before you buy, and your rights to cancel certain purchases. They replaced the older Distance Selling Regulations and the rules on doorstep sales, and they sit alongside the Consumer Rights Act 2015, which deals with the quality of goods, services and digital content.

The Regulations split purchases into three types, and the rules vary depending on which applies:

On-premises contracts, made face to face in a shop or showroom.
Off-premises contracts, made away from the trader's business premises, for example in your home or at a temporary stand.
Distance contracts, made without face-to-face contact, such as online, by phone or by mail order.

Information the seller should give you

Before you commit to buy, traders are usually expected to provide clear information about what you are buying. For distance and off-premises sales this typically includes:

A description of the goods, services or digital content, including the length of any ongoing commitment.
The total price, including taxes, or how the price will be worked out if it cannot be calculated in advance.
Delivery charges and any other additional costs.
Payment, delivery and performance arrangements.
The trader's identity, business address and contact details.
Information about your right to cancel, where it applies, and who pays the cost of returning goods.
Details of any after-sales service, guarantees and complaint handling.

If a trader does not give you the required information, you may have stronger rights to cancel, and you may not have to pay certain additional charges. Some categories, such as prescription medicines, have their own separate information rules.

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The right to cancel distance and off-premises purchases

For most goods bought online, by phone or away from the trader's premises, you usually have a cooling-off period of 14 calendar days from the day you receive the goods. For services, the 14 days normally run from the day the contract is made. You do not need to give a reason to cancel within this period.

There are some exceptions. The right to cancel does not usually apply to:

Goods made to your specification or clearly personalised.
Perishable items, such as fresh food and flowers.
Sealed audio, video or software that has been unsealed after delivery.
Sealed goods unsuitable for return for health or hygiene reasons once unsealed.
Newspapers and magazines, except subscription contracts.
Accommodation, transport, car hire, catering and leisure services tied to a specific date.

If you ask for a service to start during the cancellation period, you may still cancel, but the trader can charge for what they have already provided. For digital content downloaded or streamed during the cancellation period, you may lose the right to cancel if you have agreed to this and acknowledged that you understand.

If you cancel in time, you usually have a further 14 days to send the goods back. The trader should refund you within 14 days of receiving the goods, or of you providing proof of return. The refund should include the standard delivery cost, although if you chose a more expensive delivery option the trader only has to refund the standard rate. You are normally responsible for the cost of returning the goods, but only if the trader made this clear before you bought. If they did not, the trader may have to cover return postage. You can be charged for any reduction in value if you have handled the goods more than was necessary to check them, in the way you might in a shop. Goods bought at a distance or off-premises should be delivered within 30 days unless you agreed otherwise. If they are not, you can usually give the trader a further reasonable deadline, and cancel and claim a refund if that is missed.

Additional charges, faulty goods and services

Traders are not allowed to use pre-ticked boxes to add extras such as insurance or premium delivery. You have to actively agree to any additional payment. If a charge was added without your express consent, you can ask for it to be refunded. Helpline numbers for customer queries about an existing contract should not cost more than a basic rate call.

The Regulations deal with information and cancellation. Faulty goods, poor services and digital content problems are covered by the Consumer Rights Act 2015. Goods should be of satisfactory quality, fit for purpose and as described. Services should be carried out with reasonable care and skill. If they are not, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and how soon you raise the issue.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Paying by card: extra protection

How you pay can affect what you can claim if a trader goes out of business or refuses to put things right. Under Section 75 of the Consumer Credit Act 1974, credit card providers can be jointly liable with the seller for breaches of contract or misrepresentation, for single items costing more than £100 and up to £30,000. This applies even if you only paid part of the price on the credit card.

For debit cards, prepaid cards and some other payment methods that are not covered by Section 75, you may be able to use chargeback under the Visa, Mastercard or other scheme rules. Chargeback is not a legal right, but it is a useful route to try. Time limits apply, so it pays to act promptly.

Getting further help

Rules, thresholds and procedures can change. For current figures and step-by-step guidance, check GOV.UK or Citizens Advice. Trading Standards can take action against traders who breach the Regulations, and complaints are often passed to them through Citizens Advice. Keeping copies of order confirmations, emails and delivery records makes any later claim much easier to handle.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Consumer Rights Act 2015 Checker lets you check your rights under the Consumer Rights Act 2015. Covers goods, services and digital content. Takes 2 minutes. Try it now →

Showing 20 of 27 questions

Ask Consumer Rights Expert a Question

ConsumerRightsExpert Editor 02/04/2026 at 12:08 pm

@MRS L L RAMSDEN We know this was a while ago, but for anyone facing a similar situation, you're entitled to a service that is carried out with reasonable care and skill under the Consumer Rights Act 2015. You should write to the salon owner asking for a full refund plus the cost of getting the damaged hair repaired. If they don't respond they consider the small claims court as it's straightforward for this amount and you do not need a solicitor.

MRS L L RAMSDEN 07/12/2023 at 2:03 pm

i had my hair strightened at 150 pounds at the hairdresser my hair has broken off and is like a brillo pad i have done nothing but cry and my usual hairdressers says only way it can be rectified is to cut it all off and start again. went back and the boss said he would ring me has not done 3 weeks later is there any one i can contact toget a refund or take this further

Dutchie 20/12/2017 at 1:50 pm

Two years ago my plumber sourced, supplied and fitted all new radiators in my house.
One of them is now leaking and he has diagnosed it is a faulty valve.

He told me to contact the supplier and he will fit a new one. The new one should be supplied free of charge as the manufacturer guarantees for 10 years.

However, he reckons that I will have to pay for labour costs.

How does that work? HE (the plumber) supplied and fitted the rad. Why should I have to pay anything at all for this?

I would really appreciate your advice, please.

Kind regards.

Jay 15/11/2017 at 9:04 pm

Bought an 11 plate vauxhall insignia 2months ago now brakes are faulty . What rights do I have ...do I have to pay for repair

Momo 13/10/2017 at 7:26 am

Hi I bought a table and chairs I noticed at about 12 wks old that a hole was in the chair underneath and the black table base was all white speckles I have spoke to retailer who is going to change it but am I entitled to a refund

Anon 26/08/2017 at 8:51 am

I have recently been into a hairdressers paid alot of money for extensions and then have a cheaper version put in. The stylist ordered the wrong ones and had to use a toner on them when I have realised she has not used the correct extensions she is now saying she is unsure if they will refund them as they have had a toner on. She is saying I have paid more and she took the money off me. I have asked her for a refund of the extension price I paid and for her to have these back. How do I go about this?? Please help

Muttie 26/05/2017 at 2:15 am

I bought my mum a car and in the first week the brakes failed 3 times but the fault is intermittent, had a mechanic take a look and he said pads and calipers were new so it looked like someone had attempted to repair the fault but failed so sold car to the garage where I got it from. Been in touch with garage and was told I had to give him a chance to repair it. It happened with both myself and my mother and it was so frightening that the car hasn't moved from my drive in 3 weeks and neither of us feel that whatever is done to the car we won't trust it to be cured. Informed garage before 30 days after buying it. Can I insist on getting my money back.

N 20/04/2017 at 11:41 pm

Hi, I purchased invisalign braces from a private dentist. I was quoted 18 months. I am now 5 years in and things are worse than they ever were. I am unable to eat correctly, i have jaw, face and ear pain constantly and my dentist is dismissing everything I have been saying. I have been disgruntled for the last 2 years and things are still no better.
Where do I stand on getting a refund?

ConsumerRightsExpert Editor 04/10/2016 at 12:35 pm

This sounds like lack of communication between, you the client and the kitchen company to be honest. Did you check the quotation before ordering? Are you a kitchen designer? Sorry the situation isn't clear from your description.

Ian 03/10/2016 at 6:31 pm

I recently asked a local kitchen supplier to measure and price a kitchen for a client. The kitchen was to be paid through my account with the company but I did not know what the customer was wanting. I have just had the kitchen delivered and for the second time there are a number of items missing which are required to complete the job. These items have been missed in there survey and therefore not in there quotation. This is the second time this happened, I complained in the store the last time and was told there was nothing they would or could do so I was left out of pocket. Can you please help with any advice please

Mary 26/08/2016 at 5:12 pm

Hi,
I bought from a bathroom supplier mirror cabinet ex display in perfect condition substantively reduced i.e. £350 instead of RRP £2000. 18 months as gone by and unfortunately there is rust on the mirror side panel i.e. from the inside from the bottom, which i believe has developed thru moisture getting in. Nevertheless i contacted the manufacturer without them knowing I bought the item ex display they advised me that its covered by warranty, but to get the supplier to fill the warranty form out. When I contact the retailer they advised me i bought the item sold as seen and is under the impression that the warranty doesn't apply, can you please advise me where I stand on this?

sylvasurfer 02/08/2016 at 9:34 am

Hi, i went online and purchased a set of tyres. They were sent to a fitting centre where i had them changed on the 7th of july. I drove back to work but as i got out of the car, I noticed they fitted the wrong tyres to those I ordered. I called the tyre fitters and told them but they said it was the same and that the manufacturers change the numbers. I was not satisfied with the response, went online to check again and they are different products. I chose the westlake SA37 and had westlake SA07 fitted.I chose the SA37 because they had a better handling in the wet. I emailed the tyreshopper/national and was told the matter would be investigated. I got another email basically saying the tyres were out of stock and would take up to 10 weeks to get new stock.

ConsumerRightsExpert Editor 06/05/2016 at 11:42 am

Refer the company to the consumer rights act 2015. You should really have simply rejected the caravan at the time (under 30 days) under the terms of the act. If it is over 30 days but less than 6 months after delivery of the caravan, you can choose for the retailer to either repair or replace the caravan. The retailer may however refuse one option over the other if they can show that your choice is disproportionately expensive compared to the alternative. Refer to the terms of the act: here. To claim for any costs incurred yourself send copies of the receipts and a demand for the amount you've spent, suggest that you will refer it to the small claims court if it isn't settled within a certain date.

perplexed 04/05/2016 at 4:06 pm

At the end of October 2015 we purchased a Compass Rallye 2008 Caravan. We paid cash by bank transfer and was told by the Caravan Dealership that it would be fully serviced and valeted prior to collection in early November. We were charged for the caravan service but found on collection that many of the service checked had never been done. During the following 5 months we identified at least 22 problems with the caravan. Many of them should have been identified and repaired as part of the service cover, and some of them, i.e.unsecured cooker hob and gas supply, unsecured furniture etc were serious safety issues. The list is endless, but following numerous texts, e-mails, phone calls etc, only some of the repairs have been done. The dealership is clearly at fault but we are struggling to find out how to complain and be compensated for work that we have undertaken and paid for ourselves. We struggled to find someone who could advise us, as a caravan isn't 'the norm', and as we didn't pay for it by credit card we had no redress with the bank or credit company. I have now had two long conversations with the Citizens Advice Bureau and followed their advice (e.g. letter of complaint and request for compensation) to the Dealership), but now find they are asking me to give them a second opportunity to make good the faults and complete the outstanding repairs. I should then have it independently checked to ensure they have been done then claim back that amount under the heading of 'financial losses incurred'. The caravan cost us over £8,000 and to-date we have now spent approx. £1,000 on making good the faults which the dealership should have done. I have kept all correspondence with the company and all receipts, etc and feel we have a very strong case. The dealership was negligent and failed to provide us with a product that was fit for purpose and safe to tow. Those failings could have caused serious accident or injury and I no longer trust them to make good any further repairs on our caravan. It seems many of the consumer advice groups err on the side of the retailer, leaving us feeling helpless and badly let down. Has anyone any ideas?? This company should be taken to task for such blatant negligence.

ConsumerRightsExpert Editor 31/03/2016 at 11:26 am

Firstly, it's difficult to compare older appliances with cheaper modern day ones. Even the White Goods Association admits that average lifespan has dropped in relation to prices and it is not unusual for cheaper appliances to only last a few years. As it's more than six months since you've had the appliance, it's up to you to prove that the problem was there when you received the goods (even if you've only just experienced it). You might also have to prove that the fault was not down to ordinary wear and tear or damage you caused, and that the product (or a component) should have lasted longer than it did. You might have to get an engineer to help you prove this. Your case is with the retailer not the manufacturer.

Irish 28/03/2016 at 8:14 pm

We've had our hotpoint washer drier for just 2 years. After just one year the catch on the door broke and hotpoint didn't want to know as it was over a year old.
We got local repair shop to replace the catch and we were told it's common for them to go as they are very cheap plastic. So it cost £75 to get knew parts and fitting.
Less than a year later catch went again and was replaced. Now months later the drier has a fault and door catch has gone again. I did email hotpoibt to complain but heard nothing back. Have I any rights? We had our last machine for nearly 10 years with no problems yet this machine is costing us a fortune for bad quality yet we have to pay out? Shoulf I be taking it up with the shop we bought it from?
Thanks

ConsumerRightsExpert Editor 22/03/2016 at 12:32 pm

If they will not fix the problem (for free), you should go to another hairdresser to get it fixed, then reclaim the money from the original hairdresser. Make sure you take photos of the original results so you can prove this if you decide to take it to the small claims court (this is usually a bit of an extreme measure - hopefully they will just give you the refund.)

Dopey 21/03/2016 at 8:09 am

I went to hairdresser told them I had bleach on hair they done roots and put a toner on it it went green then they put a toner on it again it is brown and green cost 70 pound they wanted 90 I am so upset it is a mess what can I do

Dopey 21/03/2016 at 7:45 am

Went in hairdresser had bleach on my hair explained I want roots done and toner she done it it was a mess green I could not explain it then after I decided it was a mess he told her to put a brown on it no Blount green brown 70 pound mess so fed up

ConsumerRightsExpert Editor 19/02/2016 at 9:54 am

Really, all you can do is to get another professional in to give you a report on what has been done/not been done and to rectify the problem. You will then have to claim for the repair and any compensation for leakage damage from the original tradesman. In an ideal world he'll have insurance and will pay you, but more realistically you may have to take it to the small claims courts. All gas boiler servicers need to registered with Gas Safe so you might want to make a complaint to them about this particular tradesman.

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