“Excuse Me, I’d Like a Refund!”
– What You’re Entitled to Under the Consumer Rights Act 2015
Learning and knowing arning your rights shouldn’t feel like decoding IKEA'spicture-based instructions during a power cut.
“The customer is always right?”
Not exactly. But under the Consumer Rights Act 2015, you're no longer defenceless against rogue appliances and retailers who ghost you worse than your last date.
We’ve all been there. You buy something — toaster, jacket, headphones — to make life better. And within days, it either breaks, unravels, or sounds haunted. You go back to the shop and explain the issue… only to get a shrug and the dreaded words:
"Sorry, nothing we can do."
Yes. Actually there is. It’s called the Consumer Rights Act 2015. And if you don’t know it yet, you’re about to become its biggest fan.
Let’s break it down — squirrel style.
What Is the Consumer Rights Act 2015?
Your first call when a purchase goes awry.
It’s the legislation that protects you when buying most things — whether it’s:
🖥 Goods
👨🌾👩🌾 Services
📲 Digital content
Whether you shopped in-store, online, or from that late-night ticktock shop advert that's now haunting you — this Act’s got your back.
Your Basic Consumer Rights Are:
You’ve got a legal right to expect what you’ve bought to be:
✅ Of satisfactory quality – no holes, weird odours, or “surprise” cracks
✅ Fit for purpose – a kettle should boil, not spark like a budget firework
✅ As described – if it says “leather jacket”, it shouldn’t feel like clingfilm
If it doesn’t meet these standards? Your rights aren’t optional — they’re legally enforceable.🗓 30-Day Right to Reject
This is the biggie. If something you bought is faulty or fails one of the standards above, you’ve got 30 days to reject it and get a full refund.
Cold, hard cash.
Not a voucher. Not store credit. Not a vague apology.
After those 30 days, you’re still entitled to:
🔧 A repair
🔁 A replacement
💷 A partial refund if neither are possible
💻 Digital Content = Covered Too
That film, app, or eBook that crashes on impact? The Act includes digital content.
You’re entitled to:
A working version or re-download
A price reduction
Compensation if it damages your device
“Just reinstall it” is not a solution.
It’s a brush-off in disguise.🛠 Services Must Be Done Properly
From plumbers to decorators to dodgy car valets — if someone you’ve paid to do a job has done it badly, you can:
Ask them to do it again properly
Claim the cost of fixing any damage they caused
Get a refund if they ghost you entirely
Poor workmanship isn’t just annoying — it’s challengeable under the law.📦 Online Shopping = Even More Protection
When you shop online, by phone, or mail order, you have a statutory 14-day cooling-off period.
That means you can return it — for any reason — within 14 days of receiving it.
Even if:
You changed your mind
The colour looks wrong
Your cat gave it a funny look
Retailers can choose to extend this — many offer 30, 60, or even 90-day returns. But the first 14 days are your legal right.🚫 Exceptions (The ‘No Return’ List):
Personalised or bespoke items
Perishables (hello, cheese hamper)
Digital downloads you’ve already started using
🙄 Retailer Excuses (And Why They’re Rubbish)
“You’ll need to contact the manufacturer.”
❌ No. Your contract is with the retailer.
“We don’t offer refunds.”
❌ Not your problem. The law says otherwise.
“It’s out of warranty.”
❌ If it was faulty from the start, the warranty doesn’t matter.
Stay polite but firm. Mention ‘Consumer Rights Act 2015’ with confidence. It works wonders.📞 How to Complain (Without Losing the Will to Live)
✍️ Contact the retailer – say what’s wrong and what you want
📧 Follow up in writing – keep a copy for your records
☎️ Escalate – remind them of your rights under the Act
🧑⚖️ Still not resolved?
Try Alternative Dispute Resolution (ADR)
Contact Consumer Protection or Trading Standards
Go to Small Claims Court
↪️if you're feeling brave and/or caffeinated
Nut-sized summary 🌰🐿
You’ve got strong rights under the Consumer Rights Act 2015
30-day full refund for faulty goods
14-day cooling-off period for online buys (minimum – it can be longer!)
Services must be delivered with care and skill
Digital content? Also protected
Next time someone says
“We don’t do refunds”
➡️ smile sweetly and say:
"You do now.”