If goods are not of satisfactory quality, fit for purpose or as described, the Consumer Rights Act can give you a short-term right to reject them within 30 days — but the right has conditions and important exceptions.
The 30-day right is real — but “any defective item” is too broad
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for a particular purpose made known to the trader, and as described. Where the statutory requirements are breached, the consumer can have a short-term right to reject within 30 days.
The 30 days does not simply mean 30 days after clicking “buy”. For the statutory period, the Act takes account of when the consumer obtained ownership or possession, when the goods were delivered, and certain installation or action requirements.
What happens when you reject the goods?
The consumer must clearly indicate to the trader that the goods are being rejected. The trader then has a duty to refund the price paid, subject to the statutory rules. The trader must bear reasonable costs of returning rejected goods, except for certain in-person return costs set out in the Act.
This is different from a voluntary retailer return policy. A store's “30-day returns” policy cannot reduce the statutory short-term right.
Not every return falls under the 30-day rejection right
Some goods have specific return restrictions or exceptions. Examples can include personalised goods, perishable goods and certain sealed goods where opening them makes return inappropriate for health or hygiene reasons. The details depend on the statutory exception and the circumstances.
Do not let a retailer automatically send you to the manufacturer
Your statutory contract is with the trader who sold you the goods. A manufacturer's warranty can provide additional rights, but it does not replace the consumer's statutory rights against the seller.
If the retailer tells you to deal only with the manufacturer, ask it to explain why it is refusing to deal with your statutory CRA claim.
Build the evidence
- Receipt or order confirmation.
- Delivery date.
- Photos or video of the defect.
- Product description and advertised claims.
- Date you notified the retailer.
- Return instructions and shipping evidence.
What this means practically
- Check whether the goods breach the CRA standards.
- Calendar the 30-day deadline from the relevant delivery/possession date.
- Use clear wording such as “I am exercising my short-term right to reject under the Consumer Rights Act 2015.”
- Do not confuse a manufacturer's warranty with your statutory rights.
- Keep proof of rejection and return.
Sources
- GOV.UK — Accepting returns and giving refunds: the law: gov.uk
- Legislation.gov.uk — Consumer Rights Act 2015, sections 19–23: legislation.gov.uk
Related Kibbo Tools
- Refund & Warranty Claim Generator — create a clear statutory rejection request.
- Return & Refund Evidence Pack — track the purchase, defect, rejection, and refund.