UK retailers routinely deny refunds citing their own store policy. The Consumer Rights Act 2015 means those policies often do not matter — you have statutory rights that override them. Here is what they are and how to use them. CRA 2015
The 30-Day Right to Reject
If goods are faulty, not as described, or not fit for purpose, you have 30 days to reject them for a full refund. This is a statutory right — it applies regardless of what the retailer's return policy says. You do not need a receipt (though it helps). The clock starts from delivery, not purchase.
After 30 days, the retailer gets one attempt at a repair or replacement. If that fails — or if a repair or replacement would take too long or is impossible — you are entitled to a price reduction or final right to reject (usually a full or partial refund).
What Counts as Faulty?
Goods must be:
- Of satisfactory quality — safe, durable, and free from minor defects. Satisfactory quality is assessed by the standard a reasonable person would consider satisfactory given the price and description.
- Fit for purpose — suitable for the purpose you told the seller you needed them for, or the purpose they are normally used for.
- As described — matching the product description, any sample shown, and any model seen before purchase.
Important: if a fault appears in the first 6 months, it is presumed to have existed at the time of purchase unless the retailer can prove otherwise. After 6 months, you may need to show the fault existed at purchase.
Online Purchases: 14-Day Return Right
For online purchases, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel — regardless of whether the goods are faulty. CCR 2013 The clock starts on delivery. You must notify the seller within 14 days and return within a further 14 days. The seller must refund within 14 days of receiving the goods back.
Exceptions: perishables, personalised goods, unsealed software, and a few other categories. But for most online purchases, this is a no-questions-asked return right.
Section 75 — Credit Card Protection
If you paid by credit card for goods or services between £100 and £30,000, your card issuer is jointly and severally liable with the retailer under Section 75 of the Consumer Credit Act. S75 CCA This means:
- You can claim directly from your credit card company if the retailer refuses to help
- It applies even if you only put a deposit on the card
- It works even if the retailer has gone bust
- It covers purchases abroad
How to Challenge a Denied Refund
"Under Section 19 of the Consumer Rights Act 2015, I have the right to reject these goods as they are not of satisfactory quality / not as described. I am formally exercising my 30-day right to reject and request a full refund of £[amount] within 14 days."
If the retailer still refuses:
- Initiate a chargeback if you paid by debit card (contact your bank, cite CRA 2015)
- Initiate a Section 75 claim if you paid by credit card
- Contact Citizens Advice for a referral to Trading Standards
- File in small claims court (up to £10,000 in England and Wales, no solicitor required)
Frequently Asked Questions
What is the 30-day right to reject under UK law?
Under the Consumer Rights Act 2015, you can reject faulty goods within 30 days and receive a full refund.
Does Section 75 protect credit card purchases in the UK?
Yes. For purchases between £100 and £30,000 on credit, the card issuer is jointly liable if goods are faulty or not delivered.
What if a retailer refuses my statutory refund rights?
Escalate to Trading Standards, use Section 75 if paid by credit card, or pursue a claim in the small claims court.
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