Department
Contracts & Consumer
Refunds, subscriptions, and the word 'reasonable'.
Overview
A contract is just a promise the law will help you enforce. Consumer law adds a floor underneath it: terms that cannot be removed no matter what the small print says. This department covers what you can demand, when, and how to say it in one paragraph.
Rights
- Goods must be of satisfactory quality, fit for purpose and as described.
- A short-term right to reject faulty goods within 30 days.
- Services must be carried out with reasonable care and skill.
- Cancellation rights for most distance and online purchases.
- Unfair terms in standard contracts are not binding on you.
When Things Go Wrong
- 'No refunds' signs used against statutory rights.
- Being sent to the manufacturer when your contract is with the retailer.
- Subscriptions that hide the cancel button behind a phone queue.
- Repairs attempted five times instead of a refund.
Step-by-Step
- 1Identify who you contracted with — that is who you write to.
- 2State the fault, the date of purchase and the remedy you want.
- 3Give a deadline and say what you will do next.
- 4Use chargeback or Section 75 if you paid by card.
- 5Escalate to the trader's ADR scheme, then the small claims track.
Templates
Faulty goods — rejection within 30 days
Poor service — repeat performance or price reduction
Cancellation notice
Letter before claim
Learning
ContractsConsumer RightsCourts
Go to the Learning Hub →Stories
The sofa that arrived in a different colour
Three months of 'we'll look into it' ended with one letter naming the retailer, the date, the statutory right and a 14-day deadline. The refund landed in eight days. The letter was six sentences long.
Evidence Checklist
- Order confirmation and receipt
- Photos of the fault
- All chat logs and emails
- Delivery notes
- Bank or card statement
Disclaimer
General information for England and Wales only. Not legal advice. Deadlines are strict and change — check the current position and get advice if the stakes are high. Full disclaimer.