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A Guide to your rights under the Consumer Rights Act 2015

Consumer Rights Act 2015 legal crest




The Consumer Rights Act 2015

This Act came into force from 1st October 2015, when the following Acts were  repealed/amended:

Supply of Goods (Implied Terms) Act 1973 covers business to business contracts and consumer to consumer contracts only.

Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 applies to business to business contracts and to consumer to consumer contracts only.

Supply of Goods and Services Act 1982 covers business to business contracts and consumer to consumer contracts only.

Sale and Supply of Goods to Consumers Regulations 2002 was replaced

Unfair Contract Terms Act 1977 covers business to business and consumer to consumer contracts only.

Unfair Terms in Consumer Contracts Regulations 1999 was replaced.

For goods and services purchased before October 1st 2015 see this post.

The sale and supply of goods

The person transferring or selling goods must have the right to do so. Goods must be of a satisfactory quality and of a standard that a reasonable person would regard as such. Quality is a general term, which covers a number of matters including:

  • fitness for all the purposes for which goods of that kind are usually supplied – appearance and finish.
  • freedom from minor defects.
  • safety.
  • durability.
  • last a reasonable length of time

In assessing quality, all relevant circumstances must be considered by the retailer, including price, description, and their own or the manufacturer’s advertising. Goods must:

  • be fit for a particular purpose. When you indicate that goods are required for a particular purpose, or where it is obvious that goods are intended for a particular purpose and a trader supplies them to meet that requirement.
  • match the description, sample or model. When you rely on a description, sample or display model the goods supplied must conform.
  • be installed correctly, where installation has been agreed as part of the contract.

Rejecting goods under the Consumer Rights Act 2015

You can reject the goods within 30 days from purchase unless the expected life of the goods is shorter e.g. highly perishable goods. After this time the trader can offer a repair or replacement. Up to 6 months from the date of purchase it is assumed that the fault was there at the time of delivery. The exception to this would be if the trader can prove otherwise or unless this assumption is inconsistent with the circumstances. (For example, obvious signs of misuse). If accepting repair you still retain your legal rights.

If more than six months has passed, you have to prove the defect was there at the time of purchase. You must also prove the defect was there at the time of delivery when you exercise the short-term right to reject goods. Some defects do not become apparent until some time after delivery. In these cases it is enough to prove that there was an underlying or hidden defect at that time.

All these rules also apply for distance selling and digital goods.

Consumer rights regarding digital goods under the Consumer Rights Act 2015

The Act defines ‘digital content’ as meaning ‘data which are produced and supplied in digital form’. Therefore a huge array of digital-format products fall within this definition such as:

  • computer games
  • virtual items purchased within computer games
  • television programmes
  • films
  • books
  • computer software
  • mobile phone apps
  • systems software for operating goods. E.g. domestic appliances, toys, motor vehicles, etc. In many cases digital content is supplied in a format that can be physically touched such as a Blu-ray disc containing a film. Increasingly however, digital content does not have a tangible form. E.g. a film downloaded to a computer or a virtual car purchased when playing a computer game.

More information on digital content consumer rights

Consumer rights for  digital content are slightly more complicated. See What you need to know about the Consumer Rights Act 2015 digital content for more details.

The contract for the supply of services

A contract is an agreement consisting of an offer and acceptance. When you buy services from a trader, both you and them enter into a contract which is legally binding. In order for a term to be binding it must clearly be part of the contract and be legal. Terms given to a consumer after the contract is made are not part of the contract and they have no effect. A contract can be verbal but it is advisable to detail important terms in writing so there can be no dispute later on.

All services should be carried out:

  • with reasonable care and skill.
  • information given verbally  or in writing to the consumer is binding where the consumer relies on it.
  • the service must be done for a reasonable price (if no fixed price was set in advance).
  • the service must be carried out within a reasonable time (if no specific time was agreed).

You have up to 6 years in which you can bring a claim against a trader.

Unfair contracts

The law creates a ‘fairness test’ to stop consumers being put at unfair disadvantage. A term is unfair if it tilts the rights and responsibilities between the consumer and the trader too much in favour of the trader. The test is applied by looking at what words are used and how they could be interpreted. It takes into consideration what is being sold, what the other terms of the contract say and all the circumstances at the time the term was agreed.

There is an exemption for the essential obligations of contracts. Setting the price and describing the main subject matter, but the wording used must be clear and prominent. There is also an exemption for wording that has to be used by law. If you are misled into making a decision that you would otherwise not have made then the company is in breach of this law.

The Consumer Rights Act contains equivalent rights and protections to the Unfair Contract Terms Act 1977 and the Unfair Terms in Consumer Contracts Regulations 1999. This means that although there may be some technical differences in the way these aspects are implemented, from a consumer’s point of view there would be no difference. Under the Consumer Rights Act the consumer may argue that a term is unfair in the same way as they would have done under the aforementioned Acts.

When you use this Act please also follow 20 Top Tips for Complaining and why you should write not phone when you complain.

The Consumer Rights Act discussed in the media:

Discussing the Consumer Rights Act 2015 with Rebecca Pike on Radio 2 Drive time

Consumer Rights Act and Alternative Dispute Resolution discussed on Moneybox

More help with complaints against companies

Consumer rights are worth more than a warranty and in most cases guarantees. See What is a warranty, a guarantee and my consumer rights?

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To ensure that you know your rights and how to use them take a look at How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results, as one reviewer says you’ll get more than your money back the first time you use it!



101 Habits if an Effective complainer book cover with logo


101 Habits of an Effective complainer designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.


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Purchase downloadable templates to gain redress to get refunds and redress

5 top tips for complaining effectively


By Helen Dewdney, The Complaining Cow

Consultant | Author | Speaker | Blogger | Presenter | Journalist
Helping to make, prevent and deal with complaints

134 replies on “A Guide to your rights under the Consumer Rights Act 2015”

I bought an item from a seller through Amazon but the wrong goods were sent. I contacted the seller and they admitted they had made an error and I should send the goods back for a refund. Halfway through explaining that I am disabled and housebound and have no-one to go to the Post Office for me they got nasty and hung up on me. Amazon have advised I must send the goods back but no-one is really listening to my problem. I can’t afford to lose the money I paid for the goods and I can’t afford the Taxi fare of £15 to go to the Post Office, so what do I do now.? The regulations don’t seem to cover my particular situaation. The company has since sent me a prepaid label to print off but what use is that? I have looked at the company’s website and they say return through the Post Office is the only one they will accept so if I arranged for a courier service I would have to pay, Either way I am out of pocket due to the seller’s carelessness.

You should not be out of pocket. The laws states this. However, it may be in their terms and conditions that the only way to return is through PO. Ultimately would be for a court to decide whether this was a fair contract term and whether it thought it was reasonable to expect to pay further delivery costs. However, Equality Act may also come into play if they are discriminating against you because of a disability. Write, do not phone so you have evidence. Follow the Tips in the link above, explain the situation and say legally you should not be out of pocket. You’re welcome.

I booked a holiday with Teletext holidays and was told that the price shown on their website was for a classic room of which the hotel had none available, I was offered an upgrade to a superior room for a further £219 per person , which I agreed to do.
The confirmation came through stating a classic room , I then checked with the hotel and that is what they booked, despite charging us for an upgraded room. Teletext are refusing to acknowledge that this is the case, despite still advertising the same holiday, at a price lower that I paid.
I feel this is quite clearly misrepresentation as I have not been given what I paid for. Would this be covered under the consumer rights act 2015, or does it constitute a “significant change” under the Package travel, holidays & tours Regulations 1992?
The airline (BA) also have no recored of us as passengers despite the departure date being only 5 days away….


After my tenancy ended my letting agent hired a cleaning company (we are in a dispute about the charges). The unusual part is the letting agent supplied the cleaning company with my name, so the invoice is in my name not the letting agent’s. Does this fall under this act? I am essentially receiving a service in my name that I never authorized or agreed to, I cannot see anything in my lease that gave them the power to do this.


Firstly, the deposit should have been protected, if not you can legally argue for the return of three times the value of the deposit.
If it is protected, and it can’t be resolved with the agents then you need to register the Dispute with the protection scheme. The case will be adjudicated based on evidence.

Things to look at. Was the property cleaned professionally at the beginning of the tenancy and if so was there a clause in the tenancy agreement that the property is professionally cleaned at the end? If yes, you should have a say over who does this, and of course the cost. If the letting agents have arranged the cleaning, on behalf of you then they should have informed you and given you the opportunity to contract your own, and then of course the contract is between you and the cleaning firm. What were the requirements in the tenancy agreement re cleaning? Was there an inventory done at the beginning detailing cleanliness? Was there one done at the end? Have the two been compared? Did the agents inform you and give them you a chance to contract your own? Is the deposit protected? If so, this cleaning charge can be disputed via the protection scheme.

These are things you should consider. Also see which gives lots and lots of advice on what you can do. The ARLA website and TDS website have good info on there re disputes.

I bought a second hand sofa from a retailer claiming it was manufactured from a high end retailer. It transpired the sofa was from a budget retailer and the retailer I purchased the sofa from, could not prove otherwise stating they bought it from an advert claiming to be from said high end retailer. Whilst the retailer has offered me a full refund, they state I must return the sofa at my expense which will be the region of £100. In the meantime, my family and I do not have a sofa to sit on as we have stored their sofa securely and need our monies to be refunded in order to purchase a replacement sofa. Do I have any rights please?

Hello The Complaining cow,

In 2016 I purchased a car on a PCP. I ve recently looked at changing my car, and it has come to light from a different dealer than where I purchased it from that I have been a sold a lower spec model than was advertised by the original main dealer, and as a result what my PCP is based on. As a result my car is worth much less. The difference in spec has been confirmed by the manufacturer. Looking at the V5 the dealer were the first people to register vehicle with DVLA and have done it to the higher incorrect spec.
Also when I took out the PCP I was told I could change my mileage if I was going over, this later transpired it wasn’t the case. Looking further at the PCP the start mileage is in double figures, however the true figure was just over a thousand miles, the dealership has provided written evidence of this from their records from the service department, to show the mileage is completely wrong on the PCP, by over one thousand one hundred miles.

As a result of this I have being paying more money for a less spec vehicle, paying more in insurance fees and GAP insurance. How do I stand with this mess ?? Any advice I would be grateful.

We purchased a brand new sofa ,and 2 single chairs and all being electric recliners.The items were delivered on the 1 st of November this year.The delivery team found issues with the the items and took photos.Within an hour of the furniture being in the property I found numerous faults ,took photos and sent them on to the shop.We chased this issue up with the shop until the 15th November when we told the shop we wanted a full refund ,no repairs or replace.I have given the shop a written letter that on the 9th December .Legal proceedings will be taken out.Still ignored.
Have we done the right thing.

Does your book cover small claims court?
My mobile stopped working. 2years 3 months on.
Apple shop say that there is no damage or customer misuse visible. Given repair quote.
Seller (3) and Ombudsman say I had to prove that it was faulty with the 6 months.
If I haven’t misused the phone should I still expect it to work and get redress if it stops?
It could be worth the £35 to find out…

Excellent! I’ve been wanting someone to go to court over a phone. Personally, I would say that you should expect a phone to last longer than 2 years 3 months. It has yet to be tested in court though. It will rely on whether the judge believes this is a “reasonable length of time”. The amount it costs you to go to court will vary on the cost of repair. See The Small Claims Court process made simple I am confused by your mention of the Ombudsman though. The Ombudsman does not deal with handsets only contracts. You will need to clarify this. Please do email me with the result if you go to court and good luck. My guess is that they will settle out of court, they won’t want to set a precedent. Good luck and please do let me know how you get on.

Hi Helen

I am shortly about to issue a Court Claim to Mobile Phones Direct. Purchased an iPhone on 24 month contract, and handset started to develop an intermittent fault just after about 6 months of ownership, which finally failed after 14 months of ownership. MPD said not our problem, take it to Apple, who wanted £100 to repair the handset as it was ‘out of their warranty period’.

As MPD were original retailer went back to them using argument of handset not of satisfactory quality (this would be an £800 phone new) or fit for purpose (sold with 24 month contract). They’ve done nothing but be obstructive, asking for diagnostic report (provided), proof not caused by me (provided), still keep moving the goal posts of what should be in ‘diagnostic report’.

All I’ve asked for is for them to repair the handset (not a replacement or refund), yet they are doing everything they can to avoid doing so.

Will let you know what happens next!

So an update on above. After a LOT of wriggling by MPD, in which they started to contradict themselves (and with proof emphasized back to them), and with a letter before action issued, I finally got a replacement handset. I think they realized I was not going to go away and I WAS prepared to issue a court claim.

Don’t let these companies fob you off, stand firm (but don’t rant!), and do be prepared to take things all the way should you have to.

I bought 4 chairs and the company sent 4 wrong chairs, i contacted them to tell them of their error and then sent a further 4 wrong chairs, i contacted them again and they sent 3 right chairs and a wrong chair, now i have 9 chairs in my garage and i missing chair. They have failed to pick the chairs up even after asking them to do so over a month ago. I need the space in my garage for work, how long do i have to keep hold of the chairs for or is there a way to force the company to pick up there chairs?

Follow the advice in the article (link to tips) Give them a deadline for when they should do this and if you do not hear from them by this date you will dispose of the items. Please use the words “Please” and “Thank you” when writing to them, manners go a long way when you are asking things of people…

I have a damaged display unit that is awaiting collection. I received the replacement but delivery driver refused to take damaged one away. Since then I have had 3 further collection times for which I have taken time off work. Can I put the display unit outside and leave it up to them to collect when they like or can I just dispose of it. I no longer want it in my house.

Make sure you deal in writing. You are entitled to out of pocket expenses if you had agreed times for them to pick up. Write to them giving dates and times they can pick up or arrange with you and give deadline for when they must get back to you or you will dispose of item. You’re welcome.

I took out an 18 month broadband contract Jan 2019 with BT, they had an offer on that included one years subscription with Amazon prime, the main reason I entered into the contract with them rather than someone else, as I currently have Amazon prime membership. It took them until April 2019 to finally get me connected. Whilst waiting for connection I received an email in Jan 2019 confirming I was to get the Amazon prime and to wait for their email to tell me how claim it, but that it would be up to 28 days after connection.
I never received the promised email and completely forgot about the Amazon offer and promised email due to serious health issues I was experiencing at the time (and still am). I have recently received an email telling me my contract is due to end so I logged into my account and rechecked my original emails to confirm the end dates (October2020), to my surprise I recovered the email about the Amazon prime offer, so rang to ask about this. They are now saying that because it was last year and I didn’t apply sooner I would no longer qualify for this, as I had a limited time to claim it. My argument is that they never sent me my “claim now” email, I am still within my contract term so therefore I should still be able to claim for this offer, and I didn’t realise there was a time limit on applying. What is my stance? Is this classed as misrepresentation or have I waited too long to claim?
Many thanks

Thank you – so few people say “Thank you” hope it all helps

I booked a villa to stay in America and due to covid and closure of borders I am unable to go to America. The villa owner say’s there villa is open and I would not be able to get my money back. I would need to go through my insurance which will be 300 excess. Can you help me with some advice please.

I asked a builder to estimate for some work, he told me it was exempt from Building Regulations and I accepted his estimate. I paid him 2 interim invoices and when the work was nearly finished found out he had given me wrong information and the work did need approval. The work does not meet the Regulations and had to be taken down because I couldn’t afford the extra cost of doing it properly. I had to pay another builder to take it down because the first one wouldn’t do it unless I paid him more money. He now denies telling me the work was exempt. What’s the point of having a law that says verbal information is binding if someone can just say he never said it?

Clear breach of CRA. Write following Tips and threaten court. Up to you whether you then take him to court.

Thanks, I’ve done that, he got a solicitor to say he hasn’t done anything wrong because the estimate didn’t say anything about building regulations so he’s done what I asked him to and a judge would throw it out.

Dear Helen
Thank you for your advice. Originally I claimed the builder misled me by telling me the work was exempt from Building Regs. The solicitor wrote the builder ‘informed me he didn’t think it needed it (coming under building regulations)’ and that the builder denied saying it was exempt. Last week they offered me a small amount of money which I was going to accept until I read the agreement, that said the builder denied advising me ‘at all’. The solicitor said the builder had approved the agreement. I queried that, asked did he advise me or not? The solicitor sent back a revised agreement that now says the builder said he ‘informed Ms. Middleton it “may not need building regulations”. I have said all along he told me definitely the job was exempt, he gave me detailed reasons and I asked him four times about different things. None of his replies written down, of course. Does changing what he said mean I have a better chance of getting a court to believe me? Help! best regards, Mary.

I am not a judge it would be for a judge to decide who is telling the truth. Please follow the advice on the blog and in the book.

Dear Helen , I brought an Insignia steam shower in March and I have Just manged to get build the shower for me even it is a DIY shower because of lockdown so I have lost out of my money back guarantee. When I went to use it for the first time last week it did not work the water would not get warm and the the control panel stopped working. so I didn’t have a shower in the end. About 12.30am my fire alarms went off and we smelt smoke in the en-suite were the shower is. My husband switched the the electricity of for the shower and the smoke alarms stopped. I called the builders in the morning and they said that the control panel burnt out and they disconnected the shower and to send the shower back and get my money back. I phoned insignia they did not answer so I e-mailed and they replied and they were very unhelpful. By Monday we started communication again and it was a bit better and still they won’t give me a refund but they want me to get an electrian in to test the shower and pay for this service as the shower was sold to me as a DIY . I am disabled I can not afford to keep paying people to fix faulty products. I got the shower professionally fitted because I spent a lot of money on the shower as it my help me, Can you give some advise on this do I have pay for the repairs for this shower.

As stated in the article less than 6 months it is for the retailer to prove fault lies with you. Please read the article and links within for your rights how to quote them etc.

I bought a bathroom vanity unit online in Februray 2020. After delays and delivery of two incorrect items, the correct item was delivered at the beginning of March 2020. They emailed to say that the incorrect items would be collected at the same time. This did not happen. Its been 4 months since then, so I emailed last week requesting they collect the items and giving them 14 days notice otherwise I would dispose of them. They replied saying that I would be charged if I dispose of them, and that the supplier cannot arrange collection due to convid-19. I contacted citizen advice, who said I could start charging for storage under consumer rights 2015, but cannot find a decent go-by letter or any other info specifically about this on the internet. Not sure what do now, apart from wait again.

Hello Helen
I really hope you can point me in the right direction. I feel I have been mis sold a very expensive sofa which after waiting 12 weeks for it on arrival it is not what my partner and I thought we had bought. I visited furniture village with a friend looking for a recliner sofa with a matching sofa bed. We had already been into 5-6 other stores who told us that we couldn’t get a full recliner and sofa bed so I didn’t hold out much hope with our last shop. However when I approached a sales person with my requirements he took me to a range that had a 3 seater sofa bed and two seater sofa which was in the sale for £2500-3000. We were so excited my friend and I tested out the fetchers and was able to recline to laying position which was perfect for what I wanted and was also electric recliner, even better. My only concern was that I wanted a two seater sofa bed not a three seater. I phoned my partner to measure the space we had. meanwhile the sales assistant said there was another way I could get what I was looking for as they did a build your own sofa but was limited on which styles did sofa beds and was more expensive but better quality. He showed us a corner sofa that was in the store that had full electric recliners and was in very luxurious leather. He informed me of added features, such as built in phone charge, memory options and lots more add on options that made the new sofa more desirable calling it the equivalent of purchasing a Mercedes over a ford and then joked that the actual leather was used in Mercedes sports interior so it must be good. The assistant selected what he described as the option that was the equivalent of the cheaper option but that it could come in a smaller size for sofa bed and gave an approximate costing of £6000. (At no point did he mention the fact that it wasn’t a full recliner and that the headrests were manual) meanwhile my partner called back with the available space and the cheaper sofa would fit. This left me in a dilemma as I now wanted the ‘ posh sofa’ and said that I would be back the next day with my partner for him to pick which one we would buy ( knowing it would be the cheaper one) true to my word I took my partner in the store and sort out the sales person. He show my partner the original sofa, he sat on it and reclined it to laying position to which I joked and said that’s it you will be asleep every night on that. My partner said ‘ ok then show me the expensive one’. too which the sales person proceeded to talk about the superior quality of the leather and seat foam that all could be upgraded for extra and how the recliners are smoother and has added extras of seat memory and phone chargers. He showed the option he had picked to my partner on the small screen that came with a sofa bed. the shop did not have a version of the sofa bed in store but showed us another brand version and said it would be similar to this pulled it out and said but the mechanisms which be superior if we purchased the higher quality one it would be like making an investment and we could take it out on finance. At no point did he show tell us or show us that the sofa back was manual otherwise I would have said no as I did in various other shops the previous day. On delivery 12 weeks later, no phone charger and a manual back recliner. I said this to the people setting it up and they said you need to speak to the store. I tried phoning left a message as no answer. The delivery drivers also did not set up the sofa bed and the instruction book that was left had no assembly instruction which again we were told this would all be demonstrated on how it works on delivery. Before they left I tried calling again and then I insisted we went to the purchasing store. I asked a different sales assistant if they had much knowledge on the computer sofa and was told yes. I asked do all of these come with electric recliners and phone chargers and he said yes. To which I then said I wanted to speak to a manager as I have been mis sold. The man took my order form and looked it up on the computer and said no the one you have ordered doesn’t. So why was we offered this in the first place as an alternative to the cheaper one which did have full recliners?. instead of a manager the sales person came over who sold it to us and tried to say that he told us it didn’t to which we both said no we would have bought it as the whole point was to have a reclining sofa and sofa bed combo. He sent me over to a female manager who said ‘ when I came in did I ask for a sofa bed with a sofa that has reclining head rest I said no I came in asking for a full recliner sofa and sofa bed. To which she informed me that is what I’ve got as you have to asked for reclining headrest to get the one that is on display. I said that is not acceptable as the one we were going to buy fully reclined and he was offering me the equivalent in a brand that could make a small sofa bed and the sofa would have more features and better quality all round. She said there was nothing they could as I had signed to say I agree to the order and she would speak with her manager and I would get a call back on Tuesday. so my two complaints are I feel I was mis sold a more expensive product and that it didn’t meet the original requirements. I feel that an important feature that wasn’t included was intentional withheld from me that did not match the cheaper product. Also that the sales person used language such as ‘ so would you rather buy a Ferrari or a ford car? to my partner preying on his male pride. He knowingly or unknowing put down a cheaper product in the store which matched my spec in order to sell a more expensive product which on delivery failed to meet the original specs.
2nd complaint the delivery people did not demonstrate how to use the sofa bed and we are waiting for them to let us know how to do this.
We were also sold extra warrantee and protection guarantees costing £250. After reading your site I’m now wondering if this was necessary
Please tell me I have a case as I cannot spend the next 5 years paying off a sofa that is not what we were expecting because I’ve signed a contract.
Help me please Helen I’m so upset.
1. Do I have a case?
2. Can I expect them to replace for a correct item at no additional cost to me
3. Or can they refund me and we can purchase the original sofa at the original sale cost not what it is now selling at.
4. I am not prepared to accept money off to keep the new sofa as it doesn’t have the features that I wanted and I don’t think we would be happy looking at it every day, knowing it is not the all singing all dancing elite sofa we were expecting.

Thanking you in anticipation.

Dear Helen
Hope you are well?
Firstly a quick thank you for your website. It’s helped me obtain a refund for a delivery charge I felt I shouldn’t have paid.
I’m now hoping you be able to help me with a different issue.
I brought an oven from ao just over a year ago, so out of warranty, and the grill has started to turn itself off intermittily. I’ve read the above article and from what I can understand I can only expect ao to fix this free of charge if the fault was there from the start. Is this correct and if so do you have any advice on how I can prove this?
Any advice would be great
Thank you

Glad the website with free advice has been helpful, please consider sharing on social media to help others. You may also find the book with templates etc useful. Follow the advice in the above article and Tips when writing and if they refuse request and independent report.

Hi? I purchased a signed frame by a movie star by a big uk company in October 2021 and the product stated I would recieve a video of the star signing my frame and a certificate of authentication. 2 months on they havent provided authentication and this cost me £500. Can I use the Misrepresentation act?

Hello Helen,
I left my job 2 weeks ago and handed back my laptop and phone.
I have received a mobile phone through the post addressed to me with no details inside. I have not ordered a phone and I assume it is a replacement work phone. Am I obliged to return it or is this unsolicited goods?

Recently I received obviously faulty goods from an Amazon Marketplace seller. It seemed the item, which was solid, fairly large and heavy was broken in transit as the seller had only used a black refuse sack to cover it.

I requested a refund explaining the goods were damaged and received a query for photographic evidence.

Slightly annoyed at them not take my word for it more than the granted trivial inconvenience of having to send a photo using an online form, I send the photo and given the size of the item and my inability to pack it / the unsuitability of the existing packing, formally rejected the goods and requested they collect them.

Previously under the Sale of Goods Act it was fairly clear rejected goods remained property of the seller and you were well within your rights to require them to collect what remained their property from your custody.

There is clearly still the right to reject faulty goods. It is less clear in the Consumer Rights Act 2015 that after rejection the seller must collect their property or bare any associated expense.

My question is what right there is to require collection (instead of re-packaging and delivering it) and in the (expected) event they don’t then pass on storage or disposal expenses.

Return should be at no cost or inconvenience to you. You’re welcome.

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