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Enhanced rights for consumers

by MJV&Co

In October 2015, the Consumer Rights Act 2015 came into force. Many readers will be familiar with the Sale of Goods Act and the Supply of Goods and Services Act, but the new legislation enhanced and improved upon the rights these provided.

Most companies providing goods and services have not changed their guarantees to match the new rights and so, as always, knowledge is power.

The New Rights 

If you purchase goods in the UK  and they are proven faulty within 30 days of purchase, you are entitled to a refund. The retailer must refund your monies within 14 days of you rejecting the goods.

Outside of the initial 30 days, you must allow the retailer one opportunity to repair the goods and they must do so within a reasonable period of time. If the goods are still faulty, you are entitled to request a refund up to six months from the date of purchase. The period where the retailer has the gods in for repair is not included as this stops the six month clock.

After six months you are still entitled to ask for a repair or replacement, but the retailer is permitted to make a reasonable deduction from the refunded price to make an allowance for the time you have had the use of the product.

Digital Purchases

If you buy goods online, you already have enhanced protections for purchasing goods under the EU’s Distance Selling Regulations and these offer more protection than even the new Consumer Rights Act. However, for the first time, digital downloads, e-books and the like are covered by the legislation.

Second Hand Goods 

If you purchase second hand goods from a company, but not a private individual, you are covered by the act. This would also cover a sole trader who sold cars or similar. This ensures that if you make a significant second hand purchase you have the same protections as someone buying a similar item from new.


The Act requires that providers of all services must be provided with reasonable care after consultation with the customer. If you believe that this is not so, you are entitled to ask the provider to put it right or give you a refund.

What if they refuse me my rights? 

We are currently acting for clients in this very position. Retailers are often ignorant of the law at store level and blindly follow the refunds and exchanges policies that are set by their head offices and, in many cases, these breach customers rights under the new legislation.

If you believe your rights as a consumer have been breached since October 2015, call us today for a free, no obligation discussion of your problem on 01253 858 231 or e-mail