Get a refund for faulty goods or an online order
See your rights when something you bought is faulty or not as described, the time limits that apply, and prepare a refund request you review and send yourself.
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General legal information from official sources, not legal advice. You decide what to do.
What this problem is
Under the Consumer Rights Act 2015, goods you buy from a trader must be of satisfactory quality, fit for purpose and as described. If they aren't, you can reject them for a refund within 30 days, or ask for a repair or replacement.
Your rights in plain English
Satisfactory quality
Consumer Rights Act 2015, s. 9. Goods you buy from a trader must be of satisfactory quality: what a reasonable person would expect, taking into account the price and description.
Verified source: Consumer Rights Act 2015, s. 9 — Goods to be of satisfactory quality(opens in a new tab)
The 30-day right to reject
30 days from the day after you take ownership and possession of the goods
Verified source: Consumer Rights Act 2015, s. 22 — Time limit for short-term right to reject(opens in a new tab)6 months from the day the goods were delivered (the first day counts as day 1)
Verified source: Consumer Rights Act 2015, s. 19 — Consumer's rights to enforce terms about goods(opens in a new tab)
Repair or replacement
Consumer Rights Act 2015, s. 23. If you ask for a repair or replacement, the trader must do it within a reasonable time, without significant inconvenience to you, and pay the costs.
Verified source: Consumer Rights Act 2015, s. 23 — Right to repair or replacement(opens in a new tab)
Cancelling online orders
14 days from the day you receive the goods (online and distance purchases)
Verified source: Consumer Contracts Regulations 2013, reg. 30 — Normal cancellation period(opens in a new tab)
Time limit for a court claim
6 years from the date the contract was broken (to start a court claim)
Verified source: Limitation Act 1980, s. 5 — Time limit for actions founded on simple contract(opens in a new tab)
Key deadlines
| Deadline | Source |
|---|---|
| Cancel an online order (change of mind): 14 days (the day you receive the goods (online and distance purchases)) | |
| Reject for a full refund (short-term right to reject): 30 days (the day after you take ownership and possession of the goods) | |
| Faults found by now are presumed to have been there at delivery: 6 months (the day the goods were delivered) | |
| Latest date to start a court claim (counting from delivery): 6 years (the date the contract was broken (to start a court claim)) |
The official process
Act quickly
Within 30 days you can reject faulty goods for a full refund.
Contact the trader in writing
Say what's wrong, which right you're using, and what you want.
Allow a repair or replacement
After 30 days, the trader usually gets one chance to repair or replace before you can ask for a refund or price reduction.
Escalate
Get advice from Citizens Advice, use an alternative dispute resolution scheme if the trader belongs to one, or make a court claim.
Common mistakes
- Missing the 30-day window to reject.
- Accepting a credit note when you're entitled to a refund.
- Sending the item back without proof of postage.
Rules where you live
Somewhere else? Start the guided questions and choose where you live: we'll show free information and people who can help.
Questions
Is this free?
The information on this page and your personalised results are free. If you want us to prepare a refund request for you to review and send, the price is shown before you start.
Do I have to accept a repair?
Within the first 30 days you can choose a refund instead. After that, the trader usually gets one chance to repair or replace.
What if I bought it online?
You have the same rights for faulty goods, plus a 14-day right to cancel most online orders even if nothing is wrong.
Get help from a person
Free and low-cost help, and official bodies that can step in.
- Citizens Advice: consumer adviceHelp with faulty goods, refunds and problems with traders.
- Citizens AdviceFree, independent advice on housing, consumer, money and legal problems in England.
- Citizens Advice WalesFree, independent advice on housing, consumer, money and legal problems in Wales.
- GOV.UK: make a court claim for moneyThe official guide to claiming money through the county court, including online.
Sources
Every rule on this page comes from these official sources. We check them regularly.
- Consumer Rights Act 2015, s. 9 — Goods to be of satisfactory qualityThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
- Consumer Rights Act 2015, s. 22 — Time limit for short-term right to rejectThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
- Consumer Rights Act 2015, s. 19 — Consumer's rights to enforce terms about goodsThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
- Consumer Rights Act 2015, s. 23 — Right to repair or replacementThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
- Consumer Contracts Regulations 2013, reg. 30 — Normal cancellation periodThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
- Limitation Act 1980, s. 5 — Time limit for actions founded on simple contractThe National Archives (legislation.gov.uk) · checked 24 Oct 2026
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