This guide explains what you can ask for, how long you have, and how to put your claim clearly. It covers goods bought by consumers in England and Wales. The same Act applies across the UK, but some time limits differ in Scotland, so check your own situation if you are there.
Your rights come from the Consumer Rights Act 2015
When you buy goods from a trader, the Consumer Rights Act 2015 says they must be of satisfactory quality, fit for purpose, and as described. If they are not, the problem is the seller's, not yours, and it is the seller you deal with, not the manufacturer. These rights apply to goods bought on or after 1 October 2015.
The seller cannot sign these rights away or hide them. GOV.UK is explicit that it is illegal for a trader to restrict or take away your rights, or to mislead you about them, for example with a sign saying they do not accept returns or give refunds.
What you can ask for, and when
The remedy you are entitled to depends mainly on how long you have had the item. Citizens Advice sets out three broad windows:
- Within 30 days: you have the short-term right to reject faulty goods and get a full refund.
- Between 30 days and six months: you can usually ask for a repair or a replacement. If that does not fix the fault, or is not possible, you can then claim a refund, which may be reduced to reflect the use you have had.
- After six months: you may still be entitled to a repair, replacement or refund, but you can be asked to show the fault was there from the start, and any refund is likely to be reduced for use.
There is a longer backstop too. GOV.UK notes that customers generally have up to six years to make a claim over goods in England and Wales, five years in Scotland. That is the outer time limit, not a promise of a full refund years later.
The rights above are for goods that are actually faulty, not fit for purpose, or not as described. If you simply changed your mind, you have fewer rights in a shop. But if you bought online, by phone or by mail order, distance selling rules usually give you 14 days to cancel and return most items even if there is nothing wrong with them.
Work out which situation you are really in before you complain, because it changes what you can ask for.
Repair, replacement or refund: who chooses?
In the first 30 days, you can insist on a refund for faulty goods rather than accept a repair. After that, if you ask for a repair or replacement, the trader should do it within a reasonable time and without significant inconvenience to you. You do not have to sit through repair after repair. If one repair or replacement fails, you can move on to asking for some money back.
Gather your evidence before you complain
You do not need a thick file, but a few clear things make your claim much harder to brush off.
- Proof of purchase. This does not have to be the receipt, a bank or card statement or order confirmation can be enough.
- The date you bought or received the item.
- Photos or a short video showing the fault.
- The advert, listing or description, if the item is not as described.
- Any emails or messages with the seller about the problem.
Then put your complaint in writing
Keep it factual. Say what you bought, when, what the fault is, and exactly what you are asking for: a refund, a repair or a replacement. Refer to the Consumer Rights Act 2015 and the window you are in. Give a reasonable deadline for a reply, and keep a copy. A calm, specific message that names your right is far more effective than an angry one that does not.
If the seller still says no
You have more options than you might think. If you paid by card, you may be able to use chargeback, or a Section 75 claim on a credit card for items costing more than £100. Many sectors have an ombudsman or an alternative dispute resolution scheme. As a last resort there is the small claims route. Our related guide on unfair charges goes into these escalation routes in more detail.
A shop or a large retailer handles refund requests every single day. They know the scripts, the delaying lines and the offers designed to make you go away with less than you are owed. You are dealing with it once, often while annoyed and busy. That imbalance is exactly what this site exists to even out.
AI cannot decide your legal rights and should not pretend to be your solicitor. But used well it can help you understand the rules, work out which window you are in, and turn a frustrated rant into a clear, calm complaint that names the right and asks for the right remedy. That is giving an ordinary person better tools before they have to pay for them.
What AI could help you do
- Explain the difference between faulty goods and a change of mind in your case
- Work out which time window you are in and what you can ask for
- Draft a clear, factual complaint that names the Consumer Rights Act 2015
- Rewrite an angry email into something calm and specific
- Organise your evidence: dates, proof of purchase, photos, the listing
- Prepare the questions to ask before you contact an adviser or an ombudsman
Do not give an AI system the final word on what the law says. It can sound completely confident and still be wrong, and it can invent time limits, section numbers or rules that do not exist. For anything that decides money or your legal position, check the current official guidance and get qualified advice.
A good rule: use AI to help you understand and organise your own situation. Use authoritative sources and qualified people for the legal position itself.
A better way to prompt it
The aim is not to make the loudest argument. It is to make a clear, specific, evidenced one that names the right remedy. And you do not have to do that alone.
Where to get proper help
- Citizens Advice, for free consumer guidance and template letters
- The Citizens Advice consumer helpline, for advice on your specific problem
- The relevant ombudsman or alternative dispute resolution scheme for your sector
- Trading Standards, where a trader may be acting unlawfully
Sources, checked 16 September 2026
- GOV.UK: Accepting returns and giving refunds, the law (faulty goods refunds, distance selling 14 days, up to 6 years to claim)
- Citizens Advice: Return faulty goods (30-day right to reject, repair or replacement, refunds)
- Citizens Advice: The Consumer Rights Act 2015
This guide is general information for England and Wales and is not legal advice. Consumer law can change and some time limits differ in Scotland. Check the current official guidance and get qualified advice where your own circumstances require it.
Common questions
How long do I have to reject faulty goods for a full refund?
Normally 30 days from when you bought or received the goods. This is the short-term right to reject under the Consumer Rights Act 2015.
What if I only notice the fault after 30 days?
Between 30 days and six months you can usually ask for a repair or replacement. If that does not fix it, you can claim a refund, which may be reduced to reflect use.
Do I need the original receipt?
You need proof you bought it from that seller, but that can be a bank or card statement or order confirmation, not only the receipt.
Does a warranty replace my legal rights?
No. Your rights to a repair, replacement or refund apply whether or not you have a warranty, and even if it has run out. A warranty is in addition to those rights.