Annual awareness event World Consumer Rights Day takes place this year on 15 March 2025.
The brainchild of membership organisation Consumers International, a global federation that advocates for consumer rights, World Consumer Rights Day raises awareness about the issue and is marked across the world.
In honour of the occasion, in this blog our specialist Consumer Rights solicitors answer some frequently asked questions about consumer rights.
What are consumer rights?
Consumer rights are legal protections to ensure that consumers are treated fairly when purchasing goods and services.
When we buy a physical or digital product or service, either in store or online, we have a right to expect that it meets certain standards.
Products should be:
- Of satisfactory quality. Goods shouldn’t be faulty or damaged and must meet the standards that a reasonable person would expect in terms of their appearance, condition and durability.
- Fit for purpose. Consumers should be able to use the goods or services for the purpose they were supplied for.
- As described. Any goods or services you purchase should match the description or sample that was provided when you committed to the sale.
If it falls below those standards, consumers have the right to seek certain forms of redress.
What is the Consumer Rights Act 2015?
In England and Wales, as a consumer you are protected by the Consumer Rights Act 2015, which came into force on 1 October 2015.
This key piece of legislation aimed to modernise and strengthen consumer rights under the law, replacing the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Unfair Contract Terms Act 1977.
What can I do if a product I receive is faulty?
If you receive an item that was not as your expected, or experience poor service that you believe does not meet the required standards, you should approach the business you bought it from.
All businesses should have a clear complaints policy, and in the first instance you should follow this if you believe that a service or product you received was not as expected or for non-delivery of goods bought online.
A business may choose to resolve the complaint by, for example:
- Replacing the faulty goods.
- Issuing you with a full or partial refund.
- Fixing a fault.
- Improving on the service provided.
However, if you have complained to a business and they have failed or refused to resolve the issue, our specialist consumer dispute solicitors can help.
At Larcomes, we have an experienced team of consumer rights solicitors who have the knowledge and expertise to assist with a wide range of consumer disputes.
Some common consumer disputes we handle include faulty electrical goods, non-delivery of products purchased online, warranty disputes, insurance claim or coverage disputes and non-completion or poor-quality work undertaken by various tradespeople such as plumbers, builders, and electricians.
Consumer disputes can be stressful and frustrating. Our team of experienced consumer rights solicitors in Portsmouth and Waterlooville will answer any questions you have and advise the best way to proceed every step of the way.
If you are involved in a consumer dispute, call our consumer rights team on 023 9244 8100 for further information and advice.
How long do you have to return a faulty product?
Under the Consumer Rights Act, your right to a refund or requirement that a retailer repairs a product that is of unreasonable quality, unfit for purpose or not as described depends on how long you have owned it.
Under the Consumer Rights Act, you have the right to a refund for goods that are unreasonable quality, unfit for purpose or not as described, or get it repaired.
Your rights depend on the nature of the product and how long you have owned it:
- Up to 30 days: You can claim a full refund.
- 30 days to six months: You must give the retailer one opportunity to repair or replace it before you can claim a refund.
- More than six months: You must give the retailer one opportunity to repair or replace it before you can claim a partial refund, and the burden of proof is on you to prove the product is faulty.
The 30-day entitlement doesn’t apply to digital products and is shorter in some cases, for example, for milk or other perishable goods.
Why do consumer rights matter?
Consumer rights protect people from unfair business practices, unsafe services and poor-quality products.
Knowing that protections are in place helps consumers make informed decisions and ensures there is room for recourse if they are treated unfairly.
Everyone in the world is a consumer. We all purchase necessities like food and water, connect with the world through digital technology, and use energy to heat our homes and to travel to work or school.
UK consumers spend around £90bn a month, according to government figures, showing the scale of consumer spending and how important it is to protect consumers’ rights.
Consumer Dispute Solicitors Portsmouth
At Larcomes, our specialist consumer law team has the knowledge and expertise to assist you with a wide range of consumer disputes.
We will work with you to resolve the dispute without the need to go to court wherever possible, and it is our preference to settle claims amicably through alternative dispute resolution and negotiation.
However, while we believe that it is better to avoid the cost of litigation if possible, we will always act in your best interests, and if dispute mediation is not the right course of action for you, we have an experienced civil litigation team who have the experience and skills to represent you in the courts.
We will always ensure that you are fully aware of any costs involved and your solicitor will discuss these with you, along with any funding options that might be available.
It is worth noting that if your claim is less than £10,000 in value, it is unlikely that you will recover your legal costs from the other side, even if you win your case.
To speak with one of our specialist Consumer Rights solicitors in Portsmouth and Waterlooville, please call 023 9244 8100 or make an online enquiry.
Please note that this article is not intended to be legal or professional advice. It is for general guidance only, and updates to the law may have changed since it was published.
