Quick answer
Under the Consumer Rights Act 2015, goods bought from a trader must be of satisfactory quality, fit for purpose and as described. If faulty, you have a short-term right to reject and get a full refund within 30 days; after that, the trader may repair or replace before a refund applies. Write to the trader stating the fault and the remedy you want.
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Last reviewed: June 2026 · For use in England & Wales · eLitigant is a Community Interest Company (No. 16566612), not a law firm. Always check the current official form on GOV.UK before you file, and sign the statement of truth yourself.
① Draft it from scratch
Upload the receipt, photos and correspondence — Chris drafts your CRA 2015 letter from your facts, with the right sections cited and a specific remedy and timeline.
② Check the draft you’ve written
Already written your complaint? Upload it and Chris reviews the section citations, the remedy you’ve claimed and the escalation wording before you send.
③ You’ve had a refusal — respond
Retailer offered a “goodwill” gesture or rejected your claim? Run their reply past Chris to draft a firm, statute-backed response and the next step.
In short: The Consumer Rights Act 2015 gives buyers a short-term right to reject faulty goods within 30 days (s.20), backed by three implied terms — satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11) — and a tiered repair/replacement/refund remedy after that, with the burden reversed onto the retailer when a fault appears within six months (s.19(14)). eLitigant drafts your CRA letter or Particulars of Claim — section-cited, remedy-specific and timeline-firm — or checks the draft you’ve written. It works from your own documents; you remain the litigant in person.
The Consumer Rights Act 2015 is the most powerful piece of consumer legislation on the UK statute book. Retailers hope you don’t know it exists. Their customer service scripts are trained to offer “goodwill” gestures that are worth less than your statutory rights. A short letter citing the Act by section ends that dance.
The short-term right to reject — 30 days
Under s.20 CRA 2015, if goods are faulty, not as described, or not of satisfactory quality, you can reject them within 30 days of delivery for a full refund. No “repair or replacement first.” No negotiation. Just return and refund.
The three implied terms
- Satisfactory quality (s.9) — meets the standard a reasonable person would expect
- Fit for purpose (s.10) — fit for the purpose made known
- As described (s.11) — matches the description, sample, or model
After 30 days — the tiered remedy
- Within 6 months, remedy is repair or replacement (consumer’s choice, unless disproportionate)
- One failed repair — right to price reduction or rejection
- 6 months to 6 years — consumer must prove fault existed at delivery (reversed if within 6 months)
The reverse burden of proof — 6 months
Under s.19(14) CRA, if fault appears within 6 months of delivery, it is presumed to have existed at delivery unless the retailer can prove otherwise. Turns a he-said-she-said into a retailer’s burden.
Let Chris draft this for you
Upload the receipt, correspondence, photos. Chris drafts a letter the retailer’s legal team takes seriously — statute cited, remedy specific, timeline firm.
Structure — the Litigant Standard
1. The contract
Purchase date, purchase price, retailer, description of the goods.
2. The breach
“The goods do not meet the standard of satisfactory quality required by s.9 CRA 2015 because [specific defect described with evidence].”
3. The statutory remedy
“Under s.19 CRA 2015 I am entitled to [short-term reject / repair / replacement / price reduction / final rejection]. I require [specific remedy] within [14 days].”
4. The consequences
“Failing resolution, I will escalate to the relevant ADR scheme / Section 75 claim via my credit card / County Court claim under CPR Part 7.”
The ADR backstop
ADR (Alternative Dispute Resolution) schemes exist for many sectors — Furniture and Home Improvement, Retail ADR, Motor Ombudsman, Ombudsman Services (communications, energy, property), ADR Group. The ADR Regulations 2015 require traders to provide the ADR scheme details after deadlock.
Section 75 overlap
If the purchase was £100+ on credit, s.75 CCA 1974 makes the credit provider jointly liable. A parallel claim to the card issuer often resolves faster than pursuing the retailer.
Court — the final lever
Money Claim Online / OCMC for refund and consequential loss. Small Claims track for under £10,000. Chris drafts Particulars of Claim citing the CRA sections breached.
Can Chris draft my consumer rights letter?
Yes. Upload purchase details, photos, correspondence. Chris drafts the CRA letter with section citations, specific remedy, and escalation timeline. If proceedings follow, Chris can cover the whole matter.
Prepare to win. Plan not to fail.
Your statutory rights already exist. Chris drafts them into the retailer’s inbox.
Related consumer & letter guides
Letter before action (consumer) · complaint to a trader / deadlock · letter before action (business to business) · challenge a council tax bill or band · cease and desist letter
Frequently asked questions
What is the 30-day short-term right to reject?
Under s.20 CRA 2015, if goods are faulty, not as described, or not of satisfactory quality, you can reject them within 30 days of delivery for a full refund — with no obligation to accept a repair or replacement first.
What are the three implied terms under the Act?
Every consumer contract for goods carries three implied terms: satisfactory quality (s.9) — meeting the standard a reasonable person would expect; fit for purpose (s.10) — fit for any purpose you made known; and as described (s.11) — matching the description, sample or model.
What remedies apply after the first 30 days?
After 30 days the remedy is tiered: within six months you are generally entitled to repair or replacement (your choice, unless disproportionate); after one failed repair you can claim a price reduction or rejection. Between six months and six years you must prove the fault existed at delivery.
What is the reverse burden of proof?
Under s.19(14) CRA, if a fault appears within six months of delivery it is presumed to have existed at the point of delivery unless the retailer can prove otherwise — shifting the burden onto the retailer.
Where do Section 75 and ADR fit in?
If the purchase was £100 or more on credit, s.75 CCA 1974 makes the card provider jointly liable, so a parallel claim to the card issuer can resolve faster. ADR schemes also exist for many sectors, and the ADR Regulations 2015 require traders to provide scheme details after deadlock.
Can Chris draft my consumer rights letter or court claim?
Yes. Upload your purchase details, photos and correspondence and Chris drafts the CRA letter with section citations, a specific remedy and an escalation timeline. If proceedings follow — for example a Money Claim Online / OCMC claim with Particulars of Claim citing the CRA sections breached — the Pro option covers the whole matter.
Put the Act in the retailer’s inbox
Your statutory rights already exist. Chris drafts them into a letter the retailer’s legal team takes seriously.
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Related guides: How to start a money claim online · Particulars of Claim (Form N1) · Letter before action · All civil court forms