Money for Life work in partnership with the Money Advice Service, an independent organisation set up by government. Money AdviceService provides free, unbiased money guidance across the UK to help people make the most of their money. If you have a question or need help, you can chat to them here.
There are laws to support you whenever you buy something, whether it’s:
As easy it might seem to buy a pair of shoes or download your favourite band’s new album, you’re actually making a contract with the seller every time you purchase something. Basically, you promise to pay, and the seller makes set of promises in return, like delivering goods of a certain standard by a certain time. This contract forms the basis of your shoppers’ rights (you can read the Consumer Rights Act 2015 in full here.)
You can return a product if it’s faulty (this is called being of ‘unsatisfactory quality, unfit for purpose or not as described’ within the Act) within 30 days of purchase and receive a full refund within 14 days.
Some retailers extend this period, and most allow you to return a product if you’ve simply changed your mind, but this is totally down to the individual retailer.
If your product is faulty between one month and six months of purchasing then you still have rights. You’re entitled to a replacement or a repair, and if the repair fails, then you’re entitled to a full refund.
The same rules apply if you discover a fault after six months since purchase, but if a refund is required then the retailer is allowed to deduct money due to the use within the first six months.
Yes. The Consumer Rights Act includes digital purchases you make online, including music, ebooks, and apps. This content must still pass the ‘of satisfactory quality, fit for a particular purpose, and as described by the seller’, but if it’s faulty then you are only entitled to a repair or replacement rather than a refund.
If any digital content you download damages your device or other digital content on it (i.e. corrupts any documents you have, for example) then the seller must compensate for any repairs needed.
Just because they’re not brand new, it doesn’t mean they don’t need to meet expectations. If any second-hand products you buy end up faulty then the same rules apply, unless the seller told you about any faults before purchase. Then you’re just trying your luck.
Purchasing a service can mean a million things, including beauty treatments, private transport, fridge repairs, and a nice meal out at a restaurant. This service should be carried out with ‘reasonable care and skill’ and in ‘reasonable time’. So if you’re not happy with the service you’ve been given then you’re entitled to complain and ask for a refund or repeated service.
Because the seller is responsible for your product until it’s in your hands, they’re also responsible for its delivery.
Your product should be delivered within 30 days by default unless a longer time has been agreed with you. If it’s late, you can cancel the order and get a full refund.
If you have any trouble with your delivery then you should contact the seller of the product rather than the delivery company, if different.
If, through reading this, you think your consumer rights have been compromised then you can contact Money for Life’s free helpline on 0808 801 0666, open 11am to 11pm every day.
MoneySavingExpert.com has an easy-to-understand section of their website on consumer rights and how to use them, and you can also contact Citizens Advice’s Consumer Service on 03454 04 05 05 Monday to Friday, 9am to 5pm. They are the primary source of advice and info on these new laws.
Money for Life work in partnership with the Money Advice Service, an independent organisation set up by government. Money AdviceService provides free, unbiased money guidance across the UK to help people make the most of their money. If you have a question or need help, you can chat to them here.
