# Be Consumer Wise: UK consumer rights FAQs

Reviewed 2026-09-23. General legal information, not legal advice. Guides: https://bewiseapps.com/consumer-wise/

## The 30-day right to reject faulty goods
If something you bought from a business is faulty, not as described or not fit for purpose, you can reject it for a full refund within 30 days of delivery. You do not have to accept a repair or a replacement first, and the seller cannot deduct anything for the use you have had.
Guide: https://bewiseapps.com/consumer-wise/30-day-right-to-reject

### Can a shop refuse a refund within 30 days if the item is faulty?
Not if the goods are genuinely faulty, not as described or not fit for purpose. The seller can check the item, but it cannot insist that you accept a repair, a replacement or a credit note instead of a refund during the first 30 days.
Sources: Consumer Rights Act 2015, section 22: the 30-day short-term right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/22); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/30-day-right-to-reject#q-101

### Do I need the receipt to get a refund?
You need to show you bought the item from that seller, but it does not have to be the original receipt. A bank or card statement, an order confirmation or an email receipt will usually do.
Sources: Consumer Rights Act 2015, section 22: the 30-day short-term right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/22); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/30-day-right-to-reject#q-102

### Does the 30-day right apply to things bought online?
Yes. It applies however you bought from a business, in a shop or online. For online, phone and mail-order purchases you usually also have a separate 14-day right to cancel, even if nothing is wrong with the goods.
Sources: Consumer Rights Act 2015, section 22: the 30-day short-term right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/22); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/30-day-right-to-reject#q-103

### Who pays to send faulty goods back?
The seller must pay the reasonable costs of returning rejected goods. The exception is where you take them back in person to the place you collected them from.
Sources: Consumer Rights Act 2015, section 22: the 30-day short-term right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/22); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/30-day-right-to-reject#q-104

## Faulty goods after 30 days: repair or replacement
After the first 30 days you lose the automatic right to a full refund. Instead you can ask the seller to repair or replace the goods. The choice is yours, unless your choice is impossible or would cost the seller disproportionately more than the other option.
Guide: https://bewiseapps.com/consumer-wise/repair-or-replacement

### Can the seller insist on a repair when I want a replacement?
Only if a replacement is impossible or would be disproportionately expensive compared with a repair. Otherwise the choice between repair and replacement is yours.
Sources: Consumer Rights Act 2015, section 23: repair or replacement (https://www.legislation.gov.uk/ukpga/2015/15/section/23); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/repair-or-replacement#q-201

### How many repair attempts do I have to allow?
One. If one repair or one replacement does not fix the problem, you can ask for a refund or a price reduction instead.
Sources: Consumer Rights Act 2015, section 23: repair or replacement (https://www.legislation.gov.uk/ukpga/2015/15/section/23); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/repair-or-replacement#q-202

### Can the shop tell me to contact the manufacturer?
Your contract is with the seller, so the seller has to deal with your claim. You can choose to use a manufacturer's warranty if it suits you, but the shop cannot make you.
Sources: Consumer Rights Act 2015, section 23: repair or replacement (https://www.legislation.gov.uk/ukpga/2015/15/section/23); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/repair-or-replacement#q-203

### Who pays for postage or collection?
The seller. It must bear the necessary costs of a repair or replacement, including sending the goods back and forth.
Sources: Consumer Rights Act 2015, section 23: repair or replacement (https://www.legislation.gov.uk/ukpga/2015/15/section/23); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/repair-or-replacement#q-204

## The final right to reject, and faults after six months
If a repair or replacement fails, you can ask for a refund (the "final right to reject") or keep the goods and ask for a price reduction. After six months you keep these rights, but you have to show the fault was there when you received the goods.
Guide: https://bewiseapps.com/consumer-wise/final-right-to-reject-and-after-6-months

### My item broke after 8 months. Do I have any rights?
Yes, if the fault was there when you received it or it has not lasted as long as it reasonably should. You can ask for a repair or replacement, but after six months you need to show the fault relates back to the sale rather than wear and tear or damage.
Sources: Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4)
Page: https://bewiseapps.com/consumer-wise/final-right-to-reject-and-after-6-months#q-301

### Can the seller take money off my refund?
Not if you use the final right to reject within six months of delivery, except for motor vehicles. After six months the seller can deduct a reasonable amount for the use you have had.
Sources: Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4)
Page: https://bewiseapps.com/consumer-wise/final-right-to-reject-and-after-6-months#q-302

### Do I need an expert report?
Not always, but after six months it is up to you to show the fault was there from the start. If the seller disputes it, an independent report is often the most persuasive evidence.
Sources: Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4)
Page: https://bewiseapps.com/consumer-wise/final-right-to-reject-and-after-6-months#q-303

### How long should goods last?
There is no fixed period. It depends on what a reasonable person would expect for that type of product at that price. A premium washing machine should last longer than a cheap phone charger.
Sources: Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 19: remedies and the six-month presumption (https://www.legislation.gov.uk/ukpga/2015/15/section/19); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4)
Page: https://bewiseapps.com/consumer-wise/final-right-to-reject-and-after-6-months#q-304

## What "satisfactory quality" means
Goods bought from a business must meet the standard a reasonable person would consider satisfactory, taking into account the description, the price and other relevant circumstances. That includes durability: goods must last a reasonable length of time.
Guide: https://bewiseapps.com/consumer-wise/satisfactory-quality-explained

### Does satisfactory quality apply to sale items?
Yes. Sale goods must still be of satisfactory quality. The exception is a defect that was pointed out to you before you bought, such as a marked "seconds" item.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/satisfactory-quality-explained#q-401

### Is a small scratch or blemish a fault?
It can be. Freedom from minor defects and appearance and finish are both part of satisfactory quality, so a noticeable defect on a new item may count, depending on the price and what you were told.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/satisfactory-quality-explained#q-402

### Does it apply to second-hand goods from a shop?
Yes. Used goods from a business must be of satisfactory quality, but the standard takes account of their age, condition and price.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/satisfactory-quality-explained#q-403

### Does satisfactory quality include how long something lasts?
Yes. Durability is part of the test, so goods that fail sooner than a reasonable person would expect may not have been of satisfactory quality.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 10: fit for a particular purpose (https://www.legislation.gov.uk/ukpga/2015/15/section/10); Consumer Rights Act 2015, section 11: goods to be as described (https://www.legislation.gov.uk/ukpga/2015/15/section/11); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/satisfactory-quality-explained#q-404

## Warranties and guarantees vs your statutory rights
A warranty or guarantee is an extra promise. It sits on top of your legal rights against the seller and never replaces them. When a one-year warranty runs out, your Consumer Rights Act rights carry on.
Guide: https://bewiseapps.com/consumer-wise/warranty-vs-statutory-rights

### Do my rights end when my 1-year warranty ends?
No. Your rights against the seller carry on for as long as it is reasonable to expect the goods to last, within the legal time limits. After six months you need to show the fault was there from the start.
Sources: Consumer Rights Act 2015, section 30: guarantees (https://www.legislation.gov.uk/ukpga/2015/15/section/30); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/warranty-vs-statutory-rights#q-501

### Can a shop tell me to contact the manufacturer instead?
The shop has to deal with your claim, because your contract is with the shop. You can choose to use the manufacturer's warranty, but you cannot be forced to.
Sources: Consumer Rights Act 2015, section 30: guarantees (https://www.legislation.gov.uk/ukpga/2015/15/section/30); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/warranty-vs-statutory-rights#q-502

### Does a "no refunds" sign affect my rights?
Not for faulty goods. A seller cannot exclude or restrict your statutory rights. A "no refunds" policy can only apply to goods you have simply changed your mind about.
Sources: Consumer Rights Act 2015, section 30: guarantees (https://www.legislation.gov.uk/ukpga/2015/15/section/30); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/warranty-vs-statutory-rights#q-503

### Do I have to buy an extended warranty?
No. It is optional. Check what it covers beyond your existing statutory rights before paying for one.
Sources: Consumer Rights Act 2015, section 30: guarantees (https://www.legislation.gov.uk/ukpga/2015/15/section/30); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/warranty-vs-statutory-rights#q-504

## Your rights when a service goes wrong
When you pay a business for a service, such as a repair, an installation, building work or a haircut, it must be carried out with reasonable care and skill. If it is not, you can ask for the work to be redone at no cost to you, and if that is not possible or is not done properly, you can ask for a price reduction.
Guide: https://bewiseapps.com/consumer-wise/faulty-services

### Can I refuse to pay for bad work?
Refusing to pay can put you in breach of the contract, so get advice from your national consumer helpline first. Put your complaint in writing and ask the trader to put the work right.
Sources: Consumer Rights Act 2015, section 49: reasonable care and skill (https://www.legislation.gov.uk/ukpga/2015/15/section/49); Consumer Rights Act 2015, section 50: information about the trader or service (https://www.legislation.gov.uk/ukpga/2015/15/section/50); Consumer Rights Act 2015, section 54: remedies for services (https://www.legislation.gov.uk/ukpga/2015/15/section/54); Consumer Rights Act 2015, section 55: repeat performance (https://www.legislation.gov.uk/ukpga/2015/15/section/55); Consumer Rights Act 2015, section 56: price reduction for services (https://www.legislation.gov.uk/ukpga/2015/15/section/56)
Page: https://bewiseapps.com/consumer-wise/faulty-services#q-601

### The work is taking far too long. What can I do?
If no deadline was agreed, the work must be done within a reasonable time. Write to the trader setting a clear, reasonable deadline, and keep a record of the delays.
Sources: Consumer Rights Act 2015, section 49: reasonable care and skill (https://www.legislation.gov.uk/ukpga/2015/15/section/49); Consumer Rights Act 2015, section 50: information about the trader or service (https://www.legislation.gov.uk/ukpga/2015/15/section/50); Consumer Rights Act 2015, section 54: remedies for services (https://www.legislation.gov.uk/ukpga/2015/15/section/54); Consumer Rights Act 2015, section 55: repeat performance (https://www.legislation.gov.uk/ukpga/2015/15/section/55); Consumer Rights Act 2015, section 56: price reduction for services (https://www.legislation.gov.uk/ukpga/2015/15/section/56)
Page: https://bewiseapps.com/consumer-wise/faulty-services#q-602

### Do these rights apply to builders and tradespeople?
Yes, whenever you pay a business to do the work. They do not apply to work done by a friend or a private individual who is not trading.
Sources: Consumer Rights Act 2015, section 49: reasonable care and skill (https://www.legislation.gov.uk/ukpga/2015/15/section/49); Consumer Rights Act 2015, section 50: information about the trader or service (https://www.legislation.gov.uk/ukpga/2015/15/section/50); Consumer Rights Act 2015, section 54: remedies for services (https://www.legislation.gov.uk/ukpga/2015/15/section/54); Consumer Rights Act 2015, section 55: repeat performance (https://www.legislation.gov.uk/ukpga/2015/15/section/55); Consumer Rights Act 2015, section 56: price reduction for services (https://www.legislation.gov.uk/ukpga/2015/15/section/56)
Page: https://bewiseapps.com/consumer-wise/faulty-services#q-603

### What if the trader said something about the job that turned out to be untrue?
What a trader tells you about a service, which you rely on when deciding to go ahead, forms part of the contract. If it turns out to be untrue, you can use the same remedies.
Sources: Consumer Rights Act 2015, section 49: reasonable care and skill (https://www.legislation.gov.uk/ukpga/2015/15/section/49); Consumer Rights Act 2015, section 50: information about the trader or service (https://www.legislation.gov.uk/ukpga/2015/15/section/50); Consumer Rights Act 2015, section 54: remedies for services (https://www.legislation.gov.uk/ukpga/2015/15/section/54); Consumer Rights Act 2015, section 55: repeat performance (https://www.legislation.gov.uk/ukpga/2015/15/section/55); Consumer Rights Act 2015, section 56: price reduction for services (https://www.legislation.gov.uk/ukpga/2015/15/section/56)
Page: https://bewiseapps.com/consumer-wise/faulty-services#q-604

## Changing your mind: online returns and the 14-day cancellation right
If you buy goods from a business online, by phone or by mail order, you can usually cancel within 14 days of delivery without giving a reason, even if nothing is wrong with them. In a shop there is no legal right to return something you simply do not want, although many shops offer a returns policy.
Guide: https://bewiseapps.com/consumer-wise/changing-your-mind-and-online-returns

### Can I return something I bought in a shop because I changed my mind?
There is no legal right to, but many shops have a returns policy that lets you. If a shop has a published policy, it should stick to it. Faulty goods are different: you always have rights for those.
Sources: Consumer Contracts Regulations 2013, regulation 30: the 14-day cancellation period (https://www.legislation.gov.uk/uksi/2013/3134/regulation/30); Consumer Contracts Regulations 2013, regulation 34: refunds after cancelling (https://www.legislation.gov.uk/uksi/2013/3134/regulation/34); Consumer Contracts Regulations 2013, regulation 35: returning the goods (https://www.legislation.gov.uk/uksi/2013/3134/regulation/35); Consumer Contracts Regulations 2013, regulation 28: goods and services that cannot be cancelled (https://www.legislation.gov.uk/uksi/2013/3134/regulation/28); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (https://www.legislation.gov.uk/uksi/2013/3134/contents)
Page: https://bewiseapps.com/consumer-wise/changing-your-mind-and-online-returns#q-701

### Who pays to send an online order back?
You do, unless the seller says it will or did not tell you before you bought that you would have to pay.
Sources: Consumer Contracts Regulations 2013, regulation 30: the 14-day cancellation period (https://www.legislation.gov.uk/uksi/2013/3134/regulation/30); Consumer Contracts Regulations 2013, regulation 34: refunds after cancelling (https://www.legislation.gov.uk/uksi/2013/3134/regulation/34); Consumer Contracts Regulations 2013, regulation 35: returning the goods (https://www.legislation.gov.uk/uksi/2013/3134/regulation/35); Consumer Contracts Regulations 2013, regulation 28: goods and services that cannot be cancelled (https://www.legislation.gov.uk/uksi/2013/3134/regulation/28); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (https://www.legislation.gov.uk/uksi/2013/3134/contents)
Page: https://bewiseapps.com/consumer-wise/changing-your-mind-and-online-returns#q-702

### Can a seller refuse a return because I opened the box?
Not usually. You can open packaging and inspect goods as you would in a shop. The exceptions are sealed hygiene items, and sealed audio, video and software. If you have used the goods more than needed to inspect them, the seller can reduce your refund.
Sources: Consumer Contracts Regulations 2013, regulation 30: the 14-day cancellation period (https://www.legislation.gov.uk/uksi/2013/3134/regulation/30); Consumer Contracts Regulations 2013, regulation 34: refunds after cancelling (https://www.legislation.gov.uk/uksi/2013/3134/regulation/34); Consumer Contracts Regulations 2013, regulation 35: returning the goods (https://www.legislation.gov.uk/uksi/2013/3134/regulation/35); Consumer Contracts Regulations 2013, regulation 28: goods and services that cannot be cancelled (https://www.legislation.gov.uk/uksi/2013/3134/regulation/28); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (https://www.legislation.gov.uk/uksi/2013/3134/contents)
Page: https://bewiseapps.com/consumer-wise/changing-your-mind-and-online-returns#q-703

### Does the 14-day right apply to marketplace purchases from private sellers?
No. It only applies when you buy from a business. Private sellers are covered by much narrower rules.
Sources: Consumer Contracts Regulations 2013, regulation 30: the 14-day cancellation period (https://www.legislation.gov.uk/uksi/2013/3134/regulation/30); Consumer Contracts Regulations 2013, regulation 34: refunds after cancelling (https://www.legislation.gov.uk/uksi/2013/3134/regulation/34); Consumer Contracts Regulations 2013, regulation 35: returning the goods (https://www.legislation.gov.uk/uksi/2013/3134/regulation/35); Consumer Contracts Regulations 2013, regulation 28: goods and services that cannot be cancelled (https://www.legislation.gov.uk/uksi/2013/3134/regulation/28); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (https://www.legislation.gov.uk/uksi/2013/3134/contents)
Page: https://bewiseapps.com/consumer-wise/changing-your-mind-and-online-returns#q-704

## Used goods and used cars bought from a dealer
Second-hand goods bought from a business, including used cars from a dealer, are covered by the Consumer Rights Act 2015 in the same way as new goods. What changes is the standard: quality is judged against what is reasonable for the item's age, condition and price.
Guide: https://bewiseapps.com/consumer-wise/used-goods-and-used-cars

### Does the 30-day right to reject apply to used cars?
Yes, if you bought from a dealer. Within 30 days you can reject a car that is faulty, not as described or not fit for purpose, for a full refund with no deduction for use.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/used-goods-and-used-cars#q-801

### Can a dealer deduct money for miles driven?
Not if you reject the car within the first 30 days. If you use the final right to reject later, the dealer can make a deduction for the use you have had, because cars are an exception to the usual six-month rule.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/used-goods-and-used-cars#q-802

### I bought my car on hire purchase. Who do I complain to?
The finance company, because with hire purchase it is legally the supplier of the car. If it does not resolve your complaint, you can go to the Financial Ombudsman Service.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/used-goods-and-used-cars#q-803

### Does "sold as seen" remove my rights when buying from a dealer?
No. A dealer cannot exclude your statutory rights. You cannot rely on faults that were specifically pointed out to you, but other faults are still covered.
Sources: Consumer Rights Act 2015, section 9: satisfactory quality (https://www.legislation.gov.uk/ukpga/2015/15/section/9); Consumer Rights Act 2015, section 24: price reduction and final right to reject (https://www.legislation.gov.uk/ukpga/2015/15/section/24); Consumer Rights Act 2015, section 31: terms that cannot remove your rights (https://www.legislation.gov.uk/ukpga/2015/15/section/31); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/used-goods-and-used-cars#q-804

## Buying from a private seller
When you buy from a private individual, for example on Facebook Marketplace, Gumtree or in a private car sale, your rights are much narrower. The goods must match their description and the seller must have the right to sell them, but there is no legal guarantee of quality or fitness for purpose.
Guide: https://bewiseapps.com/consumer-wise/buying-from-a-private-seller

### Do I have a 30-day right to reject when buying privately?
No. The 30-day right to reject and the 14-day cancellation right only apply when you buy from a business.
Sources: Sale of Goods Act 1979, sections 12 to 14 (https://www.legislation.gov.uk/ukpga/1979/54/section/13); Hire-Purchase Act 1964, Part III: motor vehicles on hire purchase (https://www.legislation.gov.uk/ukpga/1964/53/part/III); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/buying-from-a-private-seller#q-901

### What can I do if a private seller misdescribed the item?
The goods must match their description even in a private sale. You may be able to claim for breach of contract or misrepresentation. Keep the advert and your messages, and contact your national consumer helpline to check your case.
Sources: Sale of Goods Act 1979, sections 12 to 14 (https://www.legislation.gov.uk/ukpga/1979/54/section/13); Hire-Purchase Act 1964, Part III: motor vehicles on hire purchase (https://www.legislation.gov.uk/ukpga/1964/53/part/III); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/buying-from-a-private-seller#q-902

### How can I tell if a seller is really a trader?
Look for many similar items for sale, repeated adverts or the same phone number across listings. If they are trading, you have full Consumer Rights Act rights.
Sources: Sale of Goods Act 1979, sections 12 to 14 (https://www.legislation.gov.uk/ukpga/1979/54/section/13); Hire-Purchase Act 1964, Part III: motor vehicles on hire purchase (https://www.legislation.gov.uk/ukpga/1964/53/part/III); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/buying-from-a-private-seller#q-903

### I bought a car privately and it still has finance on it. Am I protected?
Possibly. A private buyer who bought in good faith without knowing about outstanding hire purchase or conditional sale finance can be protected by law. Get advice quickly.
Sources: Sale of Goods Act 1979, sections 12 to 14 (https://www.legislation.gov.uk/ukpga/1979/54/section/13); Hire-Purchase Act 1964, Part III: motor vehicles on hire purchase (https://www.legislation.gov.uk/ukpga/1964/53/part/III); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/)
Page: https://bewiseapps.com/consumer-wise/buying-from-a-private-seller#q-904

## Section 75 credit card protection
Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller if something goes wrong, for a single item or service with a cash price over £100 and no more than £30,000. It applies even if you only paid part of the price, such as a deposit, on the card.
Guide: https://bewiseapps.com/consumer-wise/section-75-credit-card-protection

### Does Section 75 cover debit card payments?
No. Section 75 only applies to regulated credit, such as credit cards. For debit card payments, you can ask your bank for a chargeback.
Sources: Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Consumer Credit Act 1974, section 75A (https://www.legislation.gov.uk/ukpga/1974/39/section/75A); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/section-75-credit-card-protection#q-1001

### I only paid the deposit on my credit card. Am I covered?
Yes, as long as the cash price of the item or service is over £100 and no more than £30,000. You can claim for the full amount, not just the deposit.
Sources: Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Consumer Credit Act 1974, section 75A (https://www.legislation.gov.uk/ukpga/1974/39/section/75A); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/section-75-credit-card-protection#q-1002

### Does Section 75 apply if I paid through PayPal?
Usually not, because paying through an intermediary normally breaks the direct link between you, your card provider and the seller that Section 75 needs. PayPal's own buyer protection or a chargeback may help instead.
Sources: Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Consumer Credit Act 1974, section 75A (https://www.legislation.gov.uk/ukpga/1974/39/section/75A); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/section-75-credit-card-protection#q-1003

### What if my card provider rejects my Section 75 claim?
Ask for its final response, then take your complaint to the Financial Ombudsman Service. You can also go to the Ombudsman if eight weeks have passed without a final response.
Sources: Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Consumer Credit Act 1974, section 75A (https://www.legislation.gov.uk/ukpga/1974/39/section/75A); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/section-75-credit-card-protection#q-1004

## Chargeback: getting a card payment reversed
Chargeback lets you ask your bank or card provider to reverse a debit, credit or prepaid card payment when something goes wrong, such as goods not arriving or a seller going out of business. It is a card scheme rule rather than a legal right, and there is usually a time limit of 120 days.
Guide: https://bewiseapps.com/consumer-wise/chargeback-debit-card-refunds

### Can I use chargeback on a credit card?
Yes. Chargeback works on credit, debit and prepaid cards. For credit card purchases over £100, Section 75 may give you a stronger legal right.
Sources: Visa: Chargeback and purchase disputes (https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/chargeback-debit-card-refunds#q-1101

### Is there a minimum amount for chargeback?
No. If you paid by debit card, you can use chargeback however much you paid.
Sources: Visa: Chargeback and purchase disputes (https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/chargeback-debit-card-refunds#q-1102

### Does chargeback work for bank transfers?
No. Chargeback only applies to card payments. Bank transfers have no chargeback or Section 75 protection.
Sources: Visa: Chargeback and purchase disputes (https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/chargeback-debit-card-refunds#q-1103

### I paid my Buy Now Pay Later instalments by card. Can I use chargeback?
You might be able to start a chargeback on the card you used to pay your Buy Now Pay Later account. Ask your card provider.
Sources: Visa: Chargeback and purchase disputes (https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/chargeback-debit-card-refunds#q-1104

## Buy Now Pay Later: your protections since 15 July 2026
Since 15 July 2026, interest-free Buy Now Pay Later provided by a separate lender has been regulated by the Financial Conduct Authority (FCA). Agreements taken out from that date come with clearer information, affordability checks, access to the Financial Ombudsman Service and Section 75 protection.
Guide: https://bewiseapps.com/consumer-wise/buy-now-pay-later-protection

### Does Section 75 apply to Buy Now Pay Later now?
For regulated agreements with a separate lender, taken out on or after 15 July 2026, yes, for items with a cash price over £100 and up to £30,000.
Sources: FCA: Buy Now Pay Later (consumer guide) (https://www.fca.org.uk/consumers/buy-now-pay-later); FCA: Regulating Buy Now Pay Later (https://www.fca.org.uk/firms/regulating-buy-now-pay-later); Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/buy-now-pay-later-protection#q-1201

### My Buy Now Pay Later purchase was before 15 July 2026. Am I protected?
Not by the new rules, because earlier agreements stay unregulated. You still have your normal rights against the seller, and you may be able to use chargeback on the card you paid your instalments with.
Sources: FCA: Buy Now Pay Later (consumer guide) (https://www.fca.org.uk/consumers/buy-now-pay-later); FCA: Regulating Buy Now Pay Later (https://www.fca.org.uk/firms/regulating-buy-now-pay-later); Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/buy-now-pay-later-protection#q-1202

### Is Buy Now Pay Later offered by the shop itself covered?
No. If the retailer provides the Buy Now Pay Later itself, it is not regulated under the new rules. Your rights against the retailer as seller still apply.
Sources: FCA: Buy Now Pay Later (consumer guide) (https://www.fca.org.uk/consumers/buy-now-pay-later); FCA: Regulating Buy Now Pay Later (https://www.fca.org.uk/firms/regulating-buy-now-pay-later); Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/buy-now-pay-later-protection#q-1203

### Can I complain to the Financial Ombudsman about Buy Now Pay Later?
Yes, for regulated agreements taken out on or after 15 July 2026, once you have complained to the lender and are unhappy with its final response.
Sources: FCA: Buy Now Pay Later (consumer guide) (https://www.fca.org.uk/consumers/buy-now-pay-later); FCA: Regulating Buy Now Pay Later (https://www.fca.org.uk/firms/regulating-buy-now-pay-later); Consumer Credit Act 1974, section 75 (https://www.legislation.gov.uk/ukpga/1974/39/section/75); Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/buy-now-pay-later-protection#q-1204

## Paid by cash or bank transfer: what protection do you have?
Your legal rights against the seller are exactly the same however you paid. What you lose with cash or a bank transfer is the backup: there is no Section 75 or chargeback, so if the seller will not help or goes out of business, you can only pursue the seller.
Guide: https://bewiseapps.com/consumer-wise/paid-by-cash-or-bank-transfer

### Can I get my money back if I paid in cash?
Yes, from the seller, if the goods or services were not up to standard. You have the same legal rights as a card payment, but there is no card provider to claim from if the seller refuses.
Sources: Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Citizens Advice: Check if you can get your money back after a scam (https://www.citizensadvice.org.uk/consumer/scams/check-if-you-can-get-your-money-back-after-a-scam/); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20)
Page: https://bewiseapps.com/consumer-wise/paid-by-cash-or-bank-transfer#q-1301

### Is there any chargeback for bank transfers?
No. Chargeback only applies to card payments, and Section 75 only to regulated credit.
Sources: Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Citizens Advice: Check if you can get your money back after a scam (https://www.citizensadvice.org.uk/consumer/scams/check-if-you-can-get-your-money-back-after-a-scam/); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20)
Page: https://bewiseapps.com/consumer-wise/paid-by-cash-or-bank-transfer#q-1302

### What if a company I paid by bank transfer has gone bust?
You may be able to register a claim with the administrator or liquidator as an unsecured creditor, but you may get back little or nothing.
Sources: Citizens Advice: Getting your money back if you paid by card or PayPal (https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/); Citizens Advice: Check if you can get your money back after a scam (https://www.citizensadvice.org.uk/consumer/scams/check-if-you-can-get-your-money-back-after-a-scam/); Consumer Rights Act 2015, section 20: the right to reject and refunds (https://www.legislation.gov.uk/ukpga/2015/15/section/20)
Page: https://bewiseapps.com/consumer-wise/paid-by-cash-or-bank-transfer#q-1303

## Consumer rights in England and Wales: time limits, small claims and help
The Consumer Rights Act 2015 applies across the UK, so your rights for faulty goods and services are the same in England and Wales as elsewhere. What is specific to England and Wales is the time limit (usually 6 years), the small claims track (for claims up to £10,000) and where to get free advice.
Guide: https://bewiseapps.com/consumer-wise/england-and-wales

### How long do I have to bring a consumer claim in England and Wales?
Usually 6 years from the date of the breach of contract, which for faulty goods is normally the date of delivery, under the Limitation Act 1980.
Sources: Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/england-and-wales#q-1401

### What is the small claims limit in England and Wales?
Claims up to £10,000 are normally dealt with on the small claims track. You can start a claim online through Money Claims Online.
Sources: Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/england-and-wales#q-1402

### Do I need a solicitor for the small claims track?
No. It is designed so you can bring or defend a claim yourself, although you can get free advice from Citizens Advice first.
Sources: Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/england-and-wales#q-1403

### Who do I call for free consumer advice in England and Wales?
The Citizens Advice consumer service, on 0808 223 1133 (Welsh speakers: 0808 223 1144).
Sources: Limitation Act 1980, section 5 (England and Wales) (https://www.legislation.gov.uk/ukpga/1980/58/section/5); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/england-and-wales#q-1404

## Consumer rights in Scotland: time limits, simple procedure and help
The Consumer Rights Act 2015 applies in Scotland as it does in the rest of the UK. What is different is the time limit, which is shorter and usually runs from when you became aware of the problem, and the court process: simple procedure in the sheriff court for claims up to £5,000.
Guide: https://bewiseapps.com/consumer-wise/scotland

### How long do I have to bring a consumer claim in Scotland?
Usually 5 years, generally counted from when you became aware, or could reasonably have become aware, of the problem, under the Prescription and Limitation (Scotland) Act 1973.
Sources: Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/scotland#q-1501

### Why is Scotland's time limit different?
Scots law has its own rules on prescription. The period is 5 years rather than 6, and it usually starts from when you became aware of the problem rather than from the date of the sale.
Sources: Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/scotland#q-1502

### What is the small claims limit in Scotland?
Simple procedure in the sheriff court covers claims of £5,000 or less. You do not need a solicitor to use it.
Sources: Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/scotland#q-1503

### Who do I contact for free consumer advice in Scotland?
Advice Direct Scotland, through consumeradvice.scot or on 0808 800 9060.
Sources: Prescription and Limitation (Scotland) Act 1973, section 6 (https://www.legislation.gov.uk/ukpga/1973/52/section/6); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); Chartered Trading Standards Institute: consumer help (https://www.tradingstandards.uk/consumer-help/); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/scotland#q-1504

## Consumer rights in Northern Ireland: time limits, small claims and help
The Consumer Rights Act 2015 applies in Northern Ireland as it does in the rest of the UK. You usually have 6 years to bring a claim, the small claims court deals with claims up to £5,000, and Consumerline gives free advice.
Guide: https://bewiseapps.com/consumer-wise/northern-ireland

### How long do I have to bring a consumer claim in Northern Ireland?
Usually 6 years from the date of the breach of contract, under the Limitation (Northern Ireland) Order 1989.
Sources: Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Department of Justice NI: small claims limit rises to £5,000 (3 October 2022) (https://www.justice-ni.gov.uk/news/long-announces-increase-small-claims-court-limit); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/northern-ireland#q-1601

### What is the small claims limit in Northern Ireland?
£5,000, since 3 October 2022. If your claim is worth more, you can give up the excess or bring a full county court claim.
Sources: Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Department of Justice NI: small claims limit rises to £5,000 (3 October 2022) (https://www.justice-ni.gov.uk/news/long-announces-increase-small-claims-court-limit); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/northern-ireland#q-1602

### Do I need a solicitor for a small claim in Northern Ireland?
Usually not. The small claims process is designed to be informal and used without a solicitor or barrister.
Sources: Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Department of Justice NI: small claims limit rises to £5,000 (3 October 2022) (https://www.justice-ni.gov.uk/news/long-announces-increase-small-claims-court-limit); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/northern-ireland#q-1603

### Who do I contact for free consumer advice in Northern Ireland?
Consumerline, on 0300 123 6262.
Sources: Limitation (Northern Ireland) Order 1989, article 4 (https://www.legislation.gov.uk/nisi/1989/1339/article/4); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Department of Justice NI: small claims limit rises to £5,000 (3 October 2022) (https://www.justice-ni.gov.uk/news/long-announces-increase-small-claims-court-limit); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Consumer Rights Act 2015 (legislation.gov.uk) (https://www.legislation.gov.uk/ukpga/2015/15/contents)
Page: https://bewiseapps.com/consumer-wise/northern-ireland#q-1604

## What to do if the seller will not sort it out
Put your complaint in writing, give the seller a clear deadline, and then escalate step by step: your card or credit provider, free advice from your national consumer helpline, alternative dispute resolution, and finally the small claims court.
Guide: https://bewiseapps.com/consumer-wise/seller-wont-help

### How long should I give the seller to respond?
There is no fixed legal period, but 14 days is a common reasonable deadline for a written complaint. Allow longer if the seller needs to inspect the goods.
Sources: ADR for Consumer Disputes Regulations 2015, regulation 19 (https://www.legislation.gov.uk/uksi/2015/542/regulation/19); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/seller-wont-help#q-1701

### Do I have to use ADR before going to court?
ADR is not usually compulsory, but courts expect you to have tried to settle the dispute before starting a claim, and ADR can be quicker and cheaper.
Sources: ADR for Consumer Disputes Regulations 2015, regulation 19 (https://www.legislation.gov.uk/uksi/2015/542/regulation/19); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/seller-wont-help#q-1702

### Can I complain to Trading Standards?
Trading Standards does not usually resolve individual disputes, but reports made through your national consumer helpline are passed to Trading Standards, which can act against traders who break the law.
Sources: ADR for Consumer Disputes Regulations 2015, regulation 19 (https://www.legislation.gov.uk/uksi/2015/542/regulation/19); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/seller-wont-help#q-1703

### Is going to the small claims court expensive?
You pay a court fee that depends on the value of your claim and your nation. The small claims processes are designed so you do not need a solicitor, which keeps costs down.
Sources: ADR for Consumer Disputes Regulations 2015, regulation 19 (https://www.legislation.gov.uk/uksi/2015/542/regulation/19); GOV.UK: Make a court claim for money (https://www.gov.uk/make-court-claim-for-money); Courts Reform (Scotland) Act 2014, section 72: simple procedure (https://www.legislation.gov.uk/asp/2014/18/section/72); nidirect: Small claims process (https://www.nidirect.gov.uk/articles/small-claims-process); Citizens Advice: Consumer advice (England and Wales) (https://www.citizensadvice.org.uk/consumer/); Advice Direct Scotland: consumeradvice.scot (https://www.consumeradvice.scot/); nidirect: About Consumerline and how to contact the helpline (https://www.nidirect.gov.uk/articles/about-consumerline-and-how-contact-helpline); Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)
Page: https://bewiseapps.com/consumer-wise/seller-wont-help#q-1704