That sinking feeling when something expensive breaks after a week? Or when someone you paid to fix your boiler makes it worse? The good news: you're not powerless. The Consumer Rights Act 2015 has your back.
If you're not sure whether your situation is covered by this legislation, you can get clarity in under two minutes with our free Consumer Rights Act 2015 Checker.
This law came into effect on 1 October 2015, replacing three older acts: the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Unfair Terms in Consumer Contract Regulations 1999. No more jumping between different laws when you're already stressed about a broken washing machine.
When You Buy Physical Products
Every product you buy must meet three standards. It must be of satisfactory quality (not broken or poorly made), fit for purpose (does what it's supposed to do), and as described (matches what the seller told you).
Your rights depend on timing:
First 30 days: You can reject faulty goods for a full refund. No ifs, no buts. The retailer can't fob you off with a credit note or insist on a repair. Exceptions: digital downloads lose this right once you start downloading, perishable goods need only last their reasonable lifespan, and personalised items can't be returned unless faulty.
30 days to 6 months: Any fault is presumed to have existed from day one: the shop must prove otherwise, not you. You can ask for a repair or replacement. The retailer can refuse only if your choice costs far more than the alternative. You can still get a refund if they can't repair or replace the item, their fix fails, or the replacement is also faulty.
After 6 months: You'll need to demonstrate the fault existed at purchase. This usually means an expert report, which may cost more than the item itself. Worth it for a £2,000 laptop, probably not for a £30 kettle.
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Downloaded a game that won't run? Digital content gets the same protection as physical goods: it must be of satisfactory quality, fit for purpose and as described. You're entitled to a repair or replacement first, then a price reduction or refund if that fails. Unlike physical goods, there's no 30-day rejection period once downloading starts.
For services, anyone you pay must do the job with reasonable care and skill, stick to what they've told you, finish within a reasonable time, and charge a reasonable price if you haven't agreed one upfront.
If work goes wrong, demand the trader puts it right for free. Can't be fixed? You're entitled to money off: potentially the full amount if the work's completely useless. If there's no agreed deadline and work drags on, set a reasonable deadline yourself. Still not done? Cancel and claim the extra cost of getting someone else to finish.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Online Shopping: Extra Rights
The Consumer Contracts Regulations 2013 give online and phone buyers a 14-day cooling-off period starting when goods arrive. Changed your mind? Send them back. You get another 14 days to actually return items.
Exceptions apply: custom-made items, perishable goods, sealed hygiene products, and sealed media once opened.
Contract terms must also be clear and fair. Hidden charges, one-sided cancellation rights, excessive penalty fees, and confusing small print may all be unenforceable. Spot something dodgy? Write to the company first: unfair terms won't stand up in court. Still stuck? Citizens Advice can help.
Making It Work For You
Your first step is always the retailer, not the manufacturer. Bought a Samsung TV from Currys? Deal with Currys. Keep receipts, photograph faults, and note conversations.
Don't let shops bamboozle you with "store policy". Your statutory rights override any policy. Extended warranties are extras on top of your legal rights, not replacements. If staff say "contact the manufacturer", remind them your contract is with them: they sold it, they sort it.
These rights apply to UK purchases from businesses. Buying from individuals on Facebook Marketplace gives you far less protection.
The warranty period the shop mentioned is separate from your statutory rights. You may still have a valid claim, especially as the fault appears to stem from the original installation rather than wear and tear. If they've potentially made things worse by removing and refitting the carpet, document everything with photos.
I'd suggest contacting Citizens Advice or a consumer rights specialist who can help you understand your options and potentially draft a formal complaint to the company.
I contacted the carpet shop, and they said it was no longer under warranty as I was just outside of the 12 months, but as a goodwill gesture, they would replace the bottom 2 steps. They told me they had just 1 roll left of the carpet.
They attended the property, removed the carpet from those steps, then realised that the roll they had didn't match. So they replaced the old carpet. (I have yet to see if they did a good job or not).
Assuming they did a good job of putting it back, where do I stand with the fraying? Do I have consumer rights that protect me, even though I didn't report the problem within the 12 months? If the carpet was cut too short, it was cut too short. They are saying there's nothing more they can do, because if I'd reported within the 12 months, they would have been able to replace it.
If they've made the problem worse by removing the carpet then putting it back, do I have any additional rights?
I've searched but can't find anything relevant on carpet FITTING, only on carpet quality. Please help!
I just want the carpet to look good and last a few more years. I think at worst I would accept new carpet on the stairs and landing, and put up with it not matching the bedroom carpets and hall laminate. I appreciate I can't expect new carpets and laminate throughout!
Where do I stand as it goes?
I am not prepared to wait any longer.
Thanks very much.
The carpet looks horrendous now, it's all matted and different shades.
I was assured by an employee of the company that this carpet would last and stand well with wear.
I've had a man out to inspect and the response I've had from email is stating that it's just wear on the fibres and no defect with the carpet.
They're basically refusing to solve the issue.
The carpet is just over a year old and it looks like it has been down for many years!
What are my rights as a consumer?
Tracy
I’m not happy at all
To day I have the guy again and going to send me the letter ,,and did say I needed that as I want to go trade and standards but I don’t know what to do many thanks j
Notice my Hallviken sink had cracked after doing dishes. Ecomaster came out 2 weeks later ( bearing in mind still using sink) decided my problem not theirs!
After paying a lot of money for this kitchen, and being advised to this "bombproof" sink then the 25yr guarantee does not exist. Is absolutely appalling. I explained to Ikea all that Is done in sink Is dishes and it should be strong enough to withstand few knocks especially since Ikea said it was virtually indestructible.
Is anything I can do Ikea are saying it's not manufacture fault therefore no guarantee.
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