Faulty goods and the Consumer Rights Act 2015: your statutory remedies

The Consumer Rights Act 2015 gives consumers a structured set of remedies when goods bought from a trader turn out to be faulty. The Act's standards (sections 9–11) and remedies (sections 20–24) sit alongside any contractual rights set out in the trader's terms — they are statutory rights and cannot be cut down by a 'no refund' policy at point of sale.

The three statutory standards

Section 9 — satisfactory quality. Section 10 — fit for any particular purpose the consumer made known. Section 11 — as described. 'Satisfactory quality' is judged from the standpoint of a reasonable person, taking into account price, description and any public statements about the goods. (Sources: legislation.gov.uk — Consumer Rights Act 2015 sections 9, 10 and 11.)

The three statutory remedies

Section 22 — short-term right to reject (within 30 days)

Section 20 sets out the right to reject; section 22 fixes the time limit at 30 days from when the consumer takes ownership of the goods (subject to limited exceptions for, e.g., goods with a shorter durability). If the goods do not conform within that window, the consumer can reject and demand a refund. Section 20(15) requires refunds to be made within 14 days of agreeing one is due.

Section 23 — repair or replacement

After the 30-day window (or instead of using it), section 23 entitles the consumer to require the trader to repair or replace the goods. The remedy must be carried out within a reasonable time and without significant inconvenience to the consumer, and at the trader's cost. The trader does not need to provide both — but the consumer can refuse a remedy that is disproportionately costly compared with the alternative.

Section 24 — final right to reject / price reduction

If repair or replacement is unsuccessful, impossible, or has not been carried out in a reasonable time, section 24 gives a final right to reject (for a refund, with possible deductions for use after the first six months) or to keep the goods and accept a price reduction. The amount of any deduction or price reduction is set out in the section itself.

Section 19(14) — burden of proof in the first six months

Online and distance purchases

For most purchases made online, by phone or by mail order, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a separate 14-day right to cancel for any reason, in addition to the rights under the Consumer Rights Act. The 14-day window starts on the day the consumer receives the goods.

Putting it together — making a complaint

1. Identify the section that applies (s. 22, s. 23 or s. 24) given how long ago you bought the goods and what has happened.
2. Write to the trader setting out your facts, the relevant section, the remedy you ask for, and a reasonable deadline.
3. Keep evidence: proof of purchase, photographs or video of the fault, and any response from the trader.
4. If the trader refuses, the routes to escalate include the trader's complaint procedure, an alternative dispute resolution scheme that the trader belongs to, or the small-claims track of the county court.

Bottom line

The Consumer Rights Act 2015 is structured to be self-service: a consumer can write to the trader, cite the right section, and request the remedy without needing a solicitor. Outcomes vary by trader and by facts. A clearly written, statute-referenced letter is a meaningfully better starting position than a generic complaint, but it is not a guarantee of any particular result.

This article is general information about UK law, not legal advice for your specific situation. For complex disputes, consult a solicitor or contact Citizens Advice.