Consumer Rights Faulty Goods Checker UK 2025 — Your Rights to Refund, Repair & Replace
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have a clear set of escalating rights depending on how long you have had the item. Millions of consumers accept inferior outcomes because they do not know their full rights. This checker works out exactly what you are entitled to and how to claim it.
Consumer Rights Act 2015 protections apply to goods bought from traders (not private sellers). 30-day right to reject: full refund. 30 days to 6 months: retailer can repair/replace first (one chance). After 6 months: you may need to prove fault existed at purchase. Section 75 (credit card, £100–£30,000): claim against card issuer directly.
Your Rights Under the Consumer Rights Act 2015
| Time since purchase | Your right | What retailer can do |
|---|---|---|
| 0–30 days | Short-term right to reject — full refund | Must refund; cannot insist on repair/replacement |
| 30 days to 6 months | Right to repair or replacement (your choice) | One attempt at repair/replacement; if it fails, full refund |
| 6 months to 6 years | Right to repair, replacement, or partial refund | You must show fault existed at purchase (burden shifts) |
| Over 6 years | No statutory right under CRA 2015 | May still have contractual claim in some cases |
Section 75 — Your Most Powerful Tool
Section 75 of the Consumer Credit Act 1974 is one of the most valuable consumer protections in UK law. If you paid by credit card for goods or services between £100 and £30,000 and the retailer has breached the contract (faulty goods, non-delivery, misrepresentation) or the retailer has gone bust, you can claim the full amount directly from your credit card issuer.
Key points: the card issuer is jointly and severally liable with the retailer — you can go straight to the card company without attempting to recover from the retailer first. This applies even if you only paid a deposit on the card (the card issuer is liable for the full amount if the purchase qualifies). It also applies when buying overseas. Simply call your credit card company and ask to make a Section 75 claim.
Chargeback — For Debit Cards and Where S75 Doesn’t Apply
Chargeback is a scheme operated by card networks (Visa, Mastercard, Amex) that allows banks to reverse transactions in dispute. It is not a statutory right — it is a voluntary scheme. Key differences from Section 75: it applies to debit and credit cards; there is no minimum purchase amount; but there are time limits (typically 120 days from the transaction date for Visa/Mastercard) and outcomes are not guaranteed. Contact your bank as soon as a dispute arises to start a chargeback claim.
Marketplace Purchases (Amazon, eBay)
When buying from a third-party seller on a marketplace, the Consumer Rights Act applies to your contract with the seller, not the marketplace platform. However, most major marketplaces (Amazon, eBay) have their own buyer protection schemes that often exceed your legal minimum rights. If the seller refuses to help and is unresponsive, contact the marketplace platform directly through their dispute resolution process.
Frequently Asked Questions
No — a receipt is not required by law to claim consumer rights. You simply need to be able to prove you purchased the item from that retailer. A bank statement, credit card statement, order confirmation email, or witness evidence all count. The retailer cannot refuse a valid CRA claim simply because you do not have the original receipt.
In the first 6 months, the retailer must prove the fault was not present at purchase — you do not need to prove it was. After 6 months, you need to demonstrate the fault was inherent. If the retailer disputes this, you can seek an independent expert report (CEDR, Which?, or a specialist) and escalate to the relevant ombudsman (retail sector: The Retail Ombudsman or ADR scheme named in the retailer's complaints policy). Small claims court is the final option for under £10,000.