UK Consumer Rights: Refunds, Section 75 & Claims
Whether you are stuck with a faulty product, a delayed flight, an unwanted subscription or a bill that arrives a year too late, UK consumer law is on your side, and most of it works the same across England, Wales, Scotland and Northern Ireland. This hub maps your rights and how to enforce them, always for free first.
Faulty goods, digital content and services
The backbone of UK consumer law is the Consumer Rights Act 2015. It gives you clear, tiered remedies for anything not of satisfactory quality, fit for purpose or as described: a full refund if you reject within 30 days, then one repair or replacement, then a final right to reject. The practical steps are on our faulty goods refund page. These statutory rights are free and cannot be signed away, which is why it pays to understand the difference between a warranty and a guarantee before buying an extended warranty. Buying a car is a special case: your protection is strong from a dealer but very limited in a private used-car sale.
Paying by card: extra protection
How you pay changes what protection you get. Section 75 of the Consumer Credit Act 1974 makes your credit-card provider jointly liable for purchases over £100 and up to £30,000, so you can claim from the card company if a retailer fails. Chargeback is a separate card-scheme route that also works for debit cards. Both are worth knowing before you dispute a payment.
Travel, energy and subscriptions
Beyond shopping, consumer law covers travel and utilities. Flight delay compensation under UK261 pays £220 to £520 for delays of three hours or more, and you can claim it yourself for free. Package holiday rights under the 2018 regulations give you a full refund within 14 days if a package is cancelled, plus ATOL protection. The energy back-billing rule stops suppliers charging you for energy used more than a year ago because of their own errors. And if you are tangled in an auto-renewing contract, our subscription and auto-renewal guide explains your rights today and the new rules coming in 2027.
Getting it sorted
If a company will not put things right, there is a clear escalation ladder, set out on our how to complain about a company page: complain to the trader, use alternative dispute resolution or an ombudsman, try Section 75 or chargeback for card payments, and use the small claims court as a backstop. Free, impartial help is available from the Citizens Advice consumer service on 0808 223 1133.
This hub is general legal information about consumer rights in the United Kingdom, not legal advice. Most consumer law is UK-wide, but time limits and some regulators differ between the nations, and the law is changing under the Digital Markets, Competition and Consumers Act 2024. For your own situation, check GOV.UK or contact the free Citizens Advice consumer service on 0808 223 1133. Part of our guide to United Kingdom law.
Frequently Asked Questions
How long do I have to return a faulty item in the UK?
Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods for a full refund within 30 days of receiving them. After 30 days the retailer gets one chance to repair or replace the item, and if that fails you have a final right to reject. Your claim is against the retailer, not the manufacturer.
What is the difference between Section 75 and chargeback?
Section 75 is a legal right under the Consumer Credit Act 1974 that makes your credit-card provider jointly liable for purchases over £100 and up to £30,000. Chargeback is a card-scheme rule, not a law, that lets your bank try to reverse a payment; it works for debit as well as credit cards but has no legal guarantee.
Can I get compensation for a delayed flight?
Yes, under UK261, if your flight departs a UK airport or arrives in the UK on a UK or EU airline and you arrive three or more hours late, you may be owed between £220 and £520 depending on distance, unless the delay was caused by extraordinary circumstances. You can claim directly from the airline for free.
Are the new UK subscription cancellation rules in force?
Not yet. The dedicated subscription-contract rules under the Digital Markets, Competition and Consumers Act 2024 are still forthcoming and are now expected to commence in spring 2027. Until then, subscriptions are governed by existing consumer law, so check the terms and cancel in writing before renewal.
Is UK consumer law the same across the whole UK?
Largely, yes. The Consumer Rights Act 2015, Section 75, UK261 and the package travel rules all apply UK-wide. The main differences are the time limit to bring a court claim (six years in England, Wales and Northern Ireland, five in Scotland) and some enforcement bodies, such as energy regulation, which differ in Northern Ireland.
Sources and References
- legislation.gov.uk: Consumer Rights Act 2015(legislation.gov.uk).gov
- GOV.UK: Accepting returns and giving refunds - the law(gov.uk).gov
- legislation.gov.uk: Consumer Credit Act 1974, section 75(legislation.gov.uk).gov
- Civil Aviation Authority: Flight delays and cancellations(caa.co.uk).gov
- Citizens Advice: Consumer help(citizensadvice.org.uk)