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Your consumer rights when buying online in the UK: returns, refunds and faulty goods
The 14-day cancellation right, the 30-day right to reject and what happens after six months, explained in plain English under the Consumer Rights Act 2015.
By Daily Offer Deals editorial team8 min read
On this page 9 sections
Quick answer
When you buy online from a UK business, you can usually cancel within 14 days of receiving your goods for any reason, then you have another 14 days to send them back. If something is faulty, you have 30 days to reject it for a full refund under the Consumer Rights Act 2015, and within the first six months the trader has to repair or replace it unless they can show it wasn’t faulty when you got it. These rights apply in sales too, including Black Friday.
This isn’t legal advice. For help with your own situation, contact Citizens Advice (or Advice Direct Scotland). What follows is a plain-English map of the two main laws, so you know what to ask for and when.
The two laws that protect online shoppers
| Law | What it covers | The headline right |
|---|---|---|
| Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 | Buying “at a distance”: online, by phone or mail order | Cancel within 14 days of delivery without giving a reason |
| Consumer Rights Act 2015 | Everything you buy from a trader, online or in a shop | Goods must be of satisfactory quality, fit for purpose and as described |
The first is about changing your mind. The second is about things going wrong. They overlap, and you can rely on whichever helps you most.
Changing your mind: the 14-day cancellation right
Because you can’t see or handle goods before buying online, the law gives you a cooling-off period. According to GOV.UK’s guidance for businesses:
- You can cancel within 14 days of receiving your item. You don’t need to give a reason.
- You then have another 14 days to send it back after telling the trader.
- The trader must refund you within 14 days of getting the item back (or of you providing proof you’ve sent it, if that’s sooner).
- They must refund standard delivery you paid. If you chose a pricier delivery option, they only have to refund the standard cost.
- You can handle the item as you would in a shop (try it on, take it out of the box). If you’ve used it beyond that, the trader can reduce your refund.
Who pays for return postage?
Unless the trader says it will pay, or didn’t tell you that you’d have to, you can normally be asked to cover the cost of sending the item back. Check the returns policy before you buy, especially for bulky items like furniture or appliances.
Items you usually can’t return just because you changed your mind
GOV.UK lists some exceptions where the trader only has to refund if the item is faulty:
- Personalised or made-to-measure items.
- Perishable goods like food and flowers.
- Newspapers and magazines.
- CDs, DVDs and software that you’ve unsealed.
- Sealed items that can’t be returned for hygiene reasons once opened, such as underwear or some cosmetics.
Digital downloads and streamed content have their own rules, and you can lose the right to cancel once you’ve started downloading if you agreed to that at checkout.
When something’s faulty: the Consumer Rights Act 2015
Under the Consumer Rights Act, goods you buy from a trader must be:
- Of satisfactory quality: not faulty or damaged, taking into account the price and whether they’re new or second-hand.
- Fit for purpose: including any specific purpose you told the seller about.
- As described: matching the listing, photos or any sample.
What you’re entitled to depends on how long you’ve had the item.
| Timing | Your main remedy | Who has to prove the fault |
|---|---|---|
| Up to 30 days after delivery | Reject the item for a full refund (short-term right to reject) | Generally the trader, in practice |
| Up to 6 months | One repair or replacement. If that fails, a refund or price reduction | The trader must prove it wasn’t faulty when delivered |
| After 6 months | Repair or replacement, then a refund or price reduction | You may need to show it was faulty when delivered |
| Up to 6 years (5 in Scotland) | You can still make a claim through the courts | You need evidence of the fault |
A refund after the first 30 days may be reduced to reflect the use you’ve had, although not usually within the first six months (motor vehicles are an exception).
GOV.UK makes another useful point: a customer has the same right to repairs or replacements whether or not there’s a warranty or guarantee. A manufacturer’s warranty is an extra. It doesn’t replace your rights against the shop that sold you the item.
Delivery problems
The Consumer Rights Act also says goods remain the trader’s responsibility until they’re delivered to you (or to someone you’ve nominated). If a parcel goes missing in transit, your claim is with the shop, not the courier. If no delivery date was agreed, the trader should deliver within 30 days.
Sale items and Black Friday purchases
Your rights don’t shrink in a sale. GOV.UK states that customers have exactly the same rights to refunds when they buy in a sale as when they pay full price. It’s also illegal for a trader to mislead you about your rights, for example with a sign saying “no refunds”. The main exception is if a fault was pointed out to you before you bought, such as an item sold as “ex-display, scratch on side”.
If you’re shopping in the Black Friday deals, it’s worth screenshotting the listing and keeping your order confirmation, so you can show what was described if anything goes wrong.
Marketplaces and private sellers
Be clear about who you’re buying from:
- From a business (including a business selling through a marketplace): you get the full rights above.
- From a private individual: the Consumer Rights Act protections are much more limited. Goods must be “as described”, but the satisfactory quality and cancellation rights generally don’t apply.
On big marketplaces, the listing usually shows the seller’s name. Look for whether it’s a registered business with a trading address.
How to complain, step by step
- Gather evidence: order confirmation, photos of the fault, screenshots of the listing and any messages.
- Contact the trader in writing. Say which law you’re relying on and what you want (refund, repair or replacement). Citizens Advice has free template letters.
- Give a deadline, such as 14 days, for a reply.
- Use your card provider if the trader won’t help. If you paid by credit card for an item costing over £100 and up to £30,000, you may be able to claim under Section 75. Debit card payments may qualify for chargeback.
- Try alternative dispute resolution (ADR) if the trader is a member of a scheme.
- Consider the small claims court as a last resort. Citizens Advice can explain the process.
A document wallet or folder for receipts and warranties is a simple, cheap way to keep proof of purchase together, especially for big-ticket items. A small label printer can make sending lots of returns after Christmas a little easier.
Sources
- GOV.UK: Accepting returns and giving refunds
- Consumer Rights Act 2015 (legislation.gov.uk)
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Citizens Advice: Consumer rights
- Citizens Advice: Getting your money back if you paid by card or PayPal
- Advice Direct Scotland
Frequently asked questions
How long do I have to return something I bought online?
Generally 14 days from delivery to tell the trader you want to cancel, then another 14 days to send it back. Many shops offer longer returns windows over Christmas, which is a goodwill extra on top of the legal minimum. Check the retailer’s policy.
Can a shop refuse a refund because I opened the box?
Not just for opening it. You’re allowed to handle an item as you would in a shop. If you’ve used it more than that, the trader can reduce the refund to reflect any loss in value. Hygiene-sealed items that you’ve unsealed are an exception.
What if my item breaks after the warranty ends?
Your rights under the Consumer Rights Act can still apply. Goods should last a reasonable time given what they are and their price. After six months you may need to show the fault was there when you bought it, for example with an independent report.
Do I have to accept a credit note instead of a refund?
If you’re entitled to a refund (for example within the 14-day cancellation period or the 30-day right to reject a faulty item), the trader should refund you using the original payment method unless you agree otherwise. Credit notes are often offered for change-of-mind returns made in store, where there’s no legal right to return.
Who do I contact if the shop won’t help?
Citizens Advice runs the consumer helpline for England and Wales, and can pass details to Trading Standards. In Scotland, contact Advice Direct Scotland. In Northern Ireland, contact Consumerline.
About the author
Daily Offer Deals editorial team
The Daily Offer Deals team checks UK deals by hand and writes practical buying guides. We never claim hands-on testing we have not done.
