Whether you're grabbing a bargain in a Black Friday sale or making a purchase online, your rights as a UK consumer are protected by two key pieces of legislation: the Consumer Rights Act 2015 (CRA) and the Consumer Contracts Regulations 2013 (CCR).
The Consumer Rights Act 2015 (CRA)
The CRA covers the quality of goods and services for everything bought from a trader, whether in-store, online, or in a sale. Crucially, your rights do not disappear just because an item is discounted.
Goods must be:
Satisfactory Quality: Not faulty or damaged.
Fit for Purpose: Suitable for the purpose they are usually supplied for.
As Described: They must match any description or sample you were shown.
Faulty Item Remedies:
Within 30 days: You have the short-term right to reject and claim a full refund.
After 30 days (and within 6 months): The retailer gets one chance to repair or replace the item. If this fails, you can claim a full or partial refund.
After 6 months: You must prove the defect was present at the time of delivery.
The CRA also covers digital content (like downloads and streaming) and services (which must be performed with reasonable care and skill).
The Consumer Contracts Regulations 2013 (CCR)
The CCR primarily protects you when you buy online, over the phone, or away from business premises (Distance and Off-Premises contracts). This is a crucial layer of protection for online shoppers, including during major events like Black Friday and Cyber Monday.
14-Day Cooling-Off Period:
You have a statutory 14-day cancellation window (or "cooling-off period") to change your mind for any reason after an online or distance purchase.
This 14 days starts from the day you receive the goods (or the last item in a multi-item order).
Once you notify the retailer you want to cancel, you have another 14 days to return the goods.
The retailer must process your refund within 14 days of receiving the goods back (or receiving proof you sent them).
Note: You may have to pay the cost of returning the item unless the seller agrees to cover it.
🔑 Key Takeaways
Sales Don't Cancel Rights: Whether it's a £5 item or a massive Black Friday discount, your CRA right to a quality product remains.
Online vs. In-Store: If an item is faulty, your rights are the same. If you simply change your mind, the 14-day cooling-off period is a right for online/distance sales but is usually only offered as a gesture of goodwill for in-store purchases (check the shop's returns policy!).
Payment Protection: For purchases over £100 on a credit card, you benefit from Section 75 of the Consumer Credit Act, which makes the credit card provider equally responsible if the item is faulty or the retailer goes bust.
Got a faulty item or a cancelled online order? Always contact the seller first. If they fail to provide a remedy, you can seek advice from Citizens Advice or Trading Standards.
Further information:
- Chargeback OR Credit Card s75 refund rights - Which? and Citizen Advice
- https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl
- https://thecomplainingcow.co.uk/
| Area | Service | Phone Number | Opening Hours |
| England & Wales | Citizens Advice consumer helpline | 0808 223 1133 (Freephone) | Monday to Friday, 9am to 5pm (Closed on Bank Holidays) |
| Wales (Welsh language) | Citizens Advice consumer helpline | 0808 223 1144 (Freephone) | Monday to Friday, 9am to 5pm (Closed on Bank Holidays) |
| Scotland | Advice Direct Scotland (Consumer Advice) | 0808 164 6000 (Freephone) | Monday to Friday, 9am to 5pm |
| Northern Ireland | Consumerline | 0300 123 6262 | Mon-Thu 9am-5pm, Fri 9am-4pm |
Key Information
What they do: An adviser will give you free, confidential, and impartial advice on your consumer issue, explain your rights, and guide you on the best way to resolve your complaint with the seller.
Trading Standards: The Citizens Advice service collects information about complaints and, where appropriate, refers details of reported traders to your local Trading Standards team for them to investigate further. You cannot contact Trading Standards directly for individual consumer advice; Citizens Advice is the first point of contact.
