Consumer Rights Guide 2026 — Refunds, Section 75 and Chargebacks

Your Rights Under the Consumer Rights Act 2015

The Consumer Rights Act 2015 is your primary protection when buying goods or services in the UK. It applies to purchases from traders (businesses) — not private sales.

Faulty Goods — Your Three Rights

If goods are faulty, not as described, or not fit for purpose, your rights depend on how long you have had them:

• Within 30 days: Short-term right to reject — you can demand a full refund, no quibble
• Between 30 days and 6 months: Right to repair or replacement (retailer's choice). If one remedy fails, you can demand the other or a full refund
• After 6 months: You must prove the fault existed at the time of purchase — this can be done through a manufacturer's report, independent assessment, or other evidence

Online Purchases — 14-Day Right to Cancel

When you buy online, by phone, or from a catalogue, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel and return goods — even if they are not faulty. The 14 days starts from the day you receive the goods. The retailer must refund within 14 days of receiving the goods back.

Exceptions include: perishables, personalised items, unsealed hygiene products, and digital content you have started downloading.

Section 75 — Credit Card Protection

Section 75 of the Consumer Credit Act 1974 is one of the most powerful consumer rights tools available. It makes your credit card provider jointly and severally liable with the retailer if:

• You paid by credit card
• The purchase was between £100 and £30,000
• The retailer breached the contract (e.g. not delivered, delivered faulty goods) or made a misrepresentation

You can claim the full amount from your credit card provider, even if you only paid part of the purchase on the card. Section 75 also protects you if the retailer goes into administration.

Chargeback — Debit and Credit Card Disputes

Chargeback is a Visa, Mastercard, or American Express scheme rule that allows you to dispute a card transaction and request a refund from your bank. Unlike Section 75, it applies to both credit and debit cards and has no minimum purchase value. However, it is not a statutory right — your bank can decline the request.

Common chargeback reasons: goods not received, goods significantly not as described, duplicate transaction, fraud, subscription cancelled but still charged.

Time limits: typically 120 days from the transaction date, though this varies by card scheme and reason code.

How to Write an Effective Complaint Letter

A formal complaint letter significantly increases your chances of resolution — it shows you mean business and creates a paper trail. Your letter should:

• Be addressed to the customer services manager or complaints department by name if possible
• State clearly what you bought, when, and at what price
• Describe the problem and when you discovered it
• State exactly what remedy you want (refund, replacement, repair)
• Set a deadline for response (14 days is reasonable)
• Reference the Consumer Rights Act 2015 and your statutory rights
• State that you will pursue via ADR or small claims court if unresolved

Alternative Dispute Resolution (ADR)

If a retailer does not resolve your complaint within 8 weeks, you may be able to escalate to a free ADR scheme. Many sectors have mandatory ADR schemes — financial services (Financial Ombudsman), energy (Ombudsman Services), communications (Ofcom/CISAS). Check whether the trader is a member of an ADR scheme in their terms and conditions.