The legal framework
The Consumer Contracts Regulations give a 14-day cooling-off period for most distance sales. The Consumer Rights Act 2015 provides a short-term right to reject faulty goods within 30 days, then repair or replacement, then a price reduction. The Digital Markets, Competition and Consumers Act 2024 added rules on fake reviews and subscription traps.
Key points
| Cooling-off | 14 days from delivery, no reason needed; 12 months if not properly informed |
|---|---|
| Right to reject | 30 days for faulty goods, with a full refund |
| After 30 days | Repair or replacement, then price reduction or final rejection |
| Digital content | Must be of satisfactory quality and as described |
| Section 75 | Credit card issuer is jointly liable for purchases between £100 and £30,000 |
| Chargeback | Available on debit cards through the card scheme rules |
| Subscriptions | New rules target automatic renewals and difficult cancellation |
| Thirty-day right to reject | A short-term right to a full refund for faulty goods |
| Six years | Claims for defective goods can be brought for up to six years in England and Wales |
In practice
- Pay by a method that allows a chargeback — this is the most effective remedy against a seller who stops responding.
- Keep the order confirmation, the listing as it appeared, and all correspondence.
- Put complaints in writing with a clear deadline before escalating.
- For purchases from abroad, check import duty and tax before ordering: they often exceed the saving.
- Use section 75 against the card issuer when a trader fails or refuses to refund.
- Reject faulty goods within thirty days for a full refund rather than accepting a repair.
Cost and coverage
Complaints and ombudsman schemes are free to consumers.
Recent changes
The 2024 Act gave the Competition and Markets Authority direct enforcement powers, without needing to go to court first — a significant change for consumer protection.
Where to go
- Citizens Advice consumer helpline.
- Your card issuer for section 75 and chargeback claims.
- Relevant ombudsman schemes and the CMA for market-wide problems.
Worth knowing
Section 75 is the strongest consumer right in the UK: for anything over £100 bought on a credit card, the card company is equally liable if the goods never arrive or are misdescribed. Section 75 makes the credit card company jointly liable with the trader. It is the strongest consumer remedy in the United Kingdom and is widely unknown.
Official sources and links
- GOV.UK — official portal for public services and rights
- legislation.gov.uk — the statute book as enacted and revised