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Consumer Rights & Product Safety

Introduction

UK consumer law is stronger than most people realise. The Consumer Rights Act 2015 — the main piece of legislation — gives you clear rights when you buy goods, services, or digital content. If something is faulty, not as described, or not fit for purpose, the law is on your side. The problem for most people is knowing what to say, who to say it to, and when to escalate.

This page covers your core rights, how to enforce them in practice, and the agencies that back you up. It applies to England, Wales, Scotland, and Northern Ireland, though some enforcement bodies differ by nation.

Your Core Rights Under the Consumer Rights Act

When you buy goods — anything from a kettle to a car — they must be of satisfactory quality, fit for a particular purpose, and match their description. If they fail any of these tests, you have rights against the retailer (not the manufacturer — your contract is with whoever sold it to you).

In the first 30 days after purchase, you can reject faulty goods and get a full refund. This is the short-term right to reject, and it is absolute — you do not have to accept a repair or replacement if you are within this window. Between 30 days and six months, the retailer gets one chance to repair or replace the goods. If that repair or replacement fails, you can then ask for a refund, though the retailer can deduct an amount for the use you have had of the goods. After six months, the burden shifts to you to prove the fault existed at the time of purchase, which can require an independent expert report.

Services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price if one was not agreed in advance. If a service falls short, the trader must either redo it or, if that is not possible or they fail to, provide a price reduction. This applies to everything from building work to haircuts to professional advice.

Digital content — software, e-books, streaming services, apps — must be of satisfactory quality, fit for purpose, and as described. If it is not, you can request a repair or replacement, or a price reduction. If faulty digital content damages your device or other digital content, you can claim compensation — and the trader is liable even if the damage was not their fault, provided it would not have happened if they had used reasonable care and skill.

Online Shopping and Distance Selling

The Consumer Contracts Regulations give you extra rights when you buy at a distance. You have a 14-day cooling-off period from the day you receive goods, during which you can cancel for any reason and get a full refund including the standard delivery cost. You do not need to give a reason. The trader must refund within 14 days of receiving the goods back, though they can deduct if you have handled the goods more than you would in a shop — trying on clothes is fine; wearing them for a week and then returning them is not.

Some items are excluded from the right to cancel: personalised goods, perishable items, sealed audio or video recordings that you have opened, and anything that cannot be returned for hygiene reasons once unsealed. Digital downloads also lose the right to cancel once you start downloading, provided the trader told you this would happen.

Delivery is part of the contract. The trader is responsible for goods until they come into your physical possession or the possession of someone you have nominated. If a courier leaves your parcel in a “safe place” without your permission and it is stolen, the retailer is still liable. If delivery is later than agreed and the date was essential (you told the trader it was needed by a specific date), you can cancel and get a full refund.

Product Safety and Recalls

The General Product Safety Regulations 2005 require all consumer products to be safe in normal or reasonably foreseeable use. The Office for Product Safety and Standards (OPSS), part of the Department for Business and Trade, oversees product safety enforcement. Trading Standards at local authority level carry out most day-to-day enforcement work.

If a product is recalled, the manufacturer is responsible for notifying consumers and arranging a remedy — typically a repair, replacement, or refund. The OPSS publishes product recalls and safety alerts on GOV.UK. You can also sign up for recall alerts through the Chartered Trading Standards Institute’s website. Electrical goods, children’s products, and motor vehicles are the most frequently recalled categories.

If you are injured by an unsafe product, the Consumer Protection Act 1987 imposes strict liability on the manufacturer, meaning you do not need to prove negligence — just that the product was defective and caused the injury. Claims can be brought up to three years from the date of injury, or ten years from when the product was put into circulation, whichever is earlier.

Enforcing Your Rights

The first step is always the retailer. Write to them clearly — a short email works — stating the problem, the law that applies (Consumer Rights Act 2015, Section 9 for unsatisfactory goods), and what you want (refund, repair, replacement). Keep a copy. Most retailers resolve straightforward complaints at this stage.

If the retailer refuses or ignores you, escalate to the retailer’s trade association or alternative dispute resolution (ADR) scheme if they have one. Many sectors — energy, telecoms, financial services, construction — have mandatory ombudsman schemes. For general retail, the Retail Ombudsman or the Consumer Ombudsman can handle disputes, but the retailer must be a member for these to have jurisdiction.

Small claims court is the final step for goods and services up to £10,000 in England and Wales (£5,000 in Scotland, £3,000 in Northern Ireland). The process is online through Money Claim Online (MCOL) or the Simple Procedure in Scotland. Court fees start from £35 and are added to the claim. You do not need a solicitor for small claims, and most cases settle before a hearing. Before issuing a claim, you are expected to follow the pre-action protocol, which essentially means sending a formal letter before action giving the trader 14 days to respond.

Trading Standards cannot take up individual complaints directly, but you can report businesses through the Citizens Advice consumer helpline (0808 223 1133). Reports help Trading Standards identify patterns and take enforcement action against persistent offenders. The Competition and Markets Authority (CMA) can also take action against unfair contract terms and anti-competitive behaviour, though they focus on systemic issues rather than individual complaints.

Scams and Unfair Practices

The Consumer Protection from Unfair Trading Regulations 2008 prohibit traders from misleading consumers or using aggressive sales tactics. This covers false claims about products, fake reviews, bait-and-switch advertising, and high-pressure selling. You can report violations to Trading Standards through Citizens Advice.

If you have been scammed, report it to Action Fraud (0300 123 2040) or through their online tool. Your bank may refund you under the Authorised Push Payment (APP) voluntary code, though reimbursement is not guaranteed. The Financial Ombudsman Service can review complaints about banks that refuse to refund scam victims.

Official Resources

Official Contacts

UK: Citizens Advice Consumer Helpline — 0808 223 1133. Website: https://www.citizensadvice.org.uk/consumer

India: National Consumer Helpline — 1800 11 4000 or 14404. Website: https://consumerhelpline.gov.in

Email: Citizens Advice: use online contact form. India Consumer Helpline: helpline@consumerhelpline.gov.in