Consumer Rights Act

Short-term right to reject

There is a short period of 30 days during which the consumer is entitled to reject the goods. If the consumer asks for repair or replacement during this time, so that the consumer has the remainder of the 30-day period or 7 days (whichever is longer) to check whether the repair or replacement has been successful and to decide whether to reject the goods within. When a consumer rejects goods, he or she is entitled to claim a refund. This would either be a full refund, or in the case of hire, a refund for any part of the hire that was paid for but not supplied. A refund must be given without undue delay and within 14 days of the trader agreeing that the consumer is entitled to a refund.

Repair or Replacement

When there is a breach of contract but the consumer chooses not to reject the goods, they will be entitled to demand a repair or replacement.

Where this is claimed, the trader must undertake the relevant repairs or issue the replacement at no cost to the consumer, within a reasonable time, and without causing significant inconvenience.

Price reduction and final right to reject

If the remedies of repair or replacement are not available or are unsuccessful, or are not provided within a reasonable time and without significant inconvenience to the consumer, then the consumer can claim a price reduction or reject the goods.

A price reduction must be an appropriate amount, which will depend on all circumstances of the claim. It can be any amount up to the whole price.

If the consumer rejects the goods, they will be entitled to a refund. The refund may be reduced to take account of any use the consumer has had from the goods. A deduction cannot be made where goods are rejected within 6 months of supply (except where the goods are a motor vehicle).

Burden of Proof

If the consumer chooses repair, replacement, price reduction or final right to reject, and if the defect is discovered within 6 months of delivery, it is assumed that the fault was there at the time of delivery unless the trader  can prove otherwise. If more than 6 months have passed, the consumer has to prove the defect was there at the time of delivery.

Exceptions – when a consumer cannot claim

• for defects brought to their attention before the sale
• For any defects that should have been obvious upon inspection  (if they inspected)
• for damage they cause or if they simply change their mind about wanting the goods
• if they chose the product for a purpose that is neither obvious nor made known to the trader and they then find that the item is unsuitable for that purpose
• For fair wear and tear

Time limit

Supply of Services

Under the CRA 2015, the following standards apply to every contract for the supply of services:

• the service must be carried out with reasonable care and skill
• information said or written to the consumer is binding where the consumer relies on it
• the service must be done for a reasonable price
• the service must be carried out within a reasonable time

If the trader breaches the contract by failing to meet any of the above required standards, then the consumer is entitled to repeat performance of the service (at no additional cost) or to a price reduction (only where repeat performance is impossible or cannot be done within reasonable time).

Exceptions – when a consumer cannot claim

A consumer will be unable to make a claim where, despite the service being carried out with reasonable care and skill, it does not achieve the consumer’s desired outcome, unless that outcome has been agreed first.

A consumer also cannot claim for damage that they themselves cause, nor if they simply change their mind about wanting the goods or services unless the contract allows them to do so through a cooling-off period or right to cancel.

Digital Content

The Act covers digital content separately to goods and services, however any goods containing digital content are protected by the remedies provided for faulty goods, i.e. the digital content must be as described, fit for purpose and of satisfactory quality.

The Act defines “digital content” as “data which are produced and supplied in digital form”. Examples of digital content include computer games, films/television programmes, computer software, mobile phone apps and systems software for operating goods – for example, domestic appliances, toys, motor vehicles etc.

The customer is entitled as follows:

• If the digital content is faulty, the customer is entitled to a repair or a replacement
• If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, the customer can get some, or all of their money back
• If the customer can show the fault has damaged their device and the supplier hasn’t used reasonable care and skill, the customer may be entitled to a repair or compensation

Most computer systems’ software, games and apps have minor defects that are corrected over time with fixes or upgrades. As such, a trader will not be liable for the unsatisfactory quality of a product if any of the following circumstances apply:

• The customer’s attention was drawn to an unsatisfactory aspect of the digital content before a contract was made
• Where the consumer examines the digital content before the contract is made and that examination ought to reveal the unsatisfactory aspect
• Where a trial version is examined by the consumer before the contract is made and a reasonable examination of the trial product ought to make the unsatisfactory aspect apparent

However, it is crucial that the digital content must match any description the trader gives to the consumer about it.

Other Considerations

Other rules and regulations may apply to consumer contracts, including the
right for the customer to change their mind within a set “cooling-off period”.
Whether the customer will be able utilise a cooling-off period will depend on
the specific circumstances, in particular, whether the contract was created off premises, or at a distance (including online).