The Consumer Rights Act 2015: A Practical Guide for…

The Consumer Rights Act 2015 is one of the most important pieces of legislation protecting consumers in the UK. It applies to business-to-consumer contracts entered on or after 1st October 2015, and was introduced to simplify, modernise, and strengthen consumer rights.

By bringing together several older laws, the Act provides a clearer legal framework for everyday transactions and introduces key protections, especially around digital content, and poor service delivery.

While the Act directly affects consumers, it is equally important for businesses that supply goods or services to the public and want to remain legally compliant.

What Does the Consumer Rights Act Cover?

The Consumer Rights Act focuses on four main areas that impact most consumer transactions:

Goods
Digital content
Services
Unfair contract terms and consumer notices

The Act is divided into three key parts:

Part 1 sets out statutory rights and remedies relating to goods, digital content, and services.

Part 2 deals with fairness and transparency in consumer contracts and consumer notices.

Part 3 covers enforcement, investigatory powers, and other supporting provisions.

Together, these sections aim to ensure that consumers receive what they reasonably expect and that businesses trade fairly and transparently.

Key Rights for Consumers Under the Act

Faulty Goods: Your Rights

The Act confirms that goods must be:

Of satisfactory quality (section 9)
Fit for purpose (section 10)
As described (section 11)

Additional protections apply where goods do not match a sample or model, or where installation is forms part of the contract and is carried out incorrectly.

Remedies for Faulty Goods

If goods fail to meet the required standards, consumers are entitled to clear remedies:

Short-term right to reject within 30 days for a full refund
The right to request a repair or replacement (section 23)
If repair or replacement fails, the consumer may claim a price reduction or exercise a final right to reject (section 24)

The Act also sets expectations around delivery, including that goods should be delivered within 30 days, unless otherwise agreed.

Digital Content: New Protections Introduced in 2015

One of the most significant developments in the Consumer Rights Act is the introduction of specific statutory rights for digital content, including:

Apps and software
eBooks
Streaming services
Music, films and games

Digital content must be:

Of satisfactory quality (section 34)
Fit for a specific purpose (section 35)
As described (section 36)

Unlike physical goods, digital products cannot usually be “returned”, so there is no short term right to reject. Instead, consumers can require repair or replacement under section 43, however, if this is not possible or does not resolve the issue, they may be entitled to a price reduction under section 44.

Damage Caused by Faulty Digital Content

Section 46 provides important protection where faulty digital content damages a consumer’s device or other digital property. In these cases, the trader may be required to repair the damage or pay compensation. In some circumstances, this protection can apply even where the digital content itself was supplied free, provided it was supplied under a contract.

Services: Poor Workmanship and Consumer Protection

The Act also clarifies consumer rights where services are not carried out properly.

Every consumer service contract includes an implied term that services will be performed with reasonable care and skill (section 49). Importantly, information provided by a trader before entering into a contract, such as advertising claims or descriptions on a website, may become legally binding under section 50.

Consumers are also protected where:

A price was not agreed in advance (only a reasonable price is payable)
No timescale was agreed (services must be completed within a reasonable time)

Remedies for Poor Service

Where a service breaches these obligations, the consumer can usually require repeat performance at the trader’s cost, unless this is impossible. If repeat performance cannot be provided within a reasonable time or without significant inconvenience, the consumer may be entitled to an appropriate price reduction, which can extend to a full refund.

Unfair Terms and Transparency in Consumer Contracts

Part 2 of the Act strengthens legal protection against unfair contract terms and misleading consumer notices.

Contract terms must be fair, transparent, and written in plain and understandable language. A term may be unfair if it creates a significant imbalance between the business and the consumer.

The Act applies not only to contracts, but also to consumer notices including; signage in shops, online disclaimers, statements limiting consumer rights. Unfair terms are not binding on consumers.

The Act also makes clear that certain exclusions are never allowed. Businesses cannot exclude or restrict liability for death or personal injury caused by negligence, and they cannot remove or weaken a consumer’s core statutory rights relating to goods, digital content or services.

How Hegarty Can Help

Consumer law disputes can be complex, whether you are a business owner seeking compliance or a consumer trying to enforce your rights.

At Hegarty, our solicitors provide practical, commercially focused advice on all aspects of the Consumer Rights Act 2015.

Advice for Businesses

We can assist with:

Drafting and reviewing consumer contracts and terms & conditions
Ensuring refund and complaints policies are compliant
Advising on digital content obligations
Reducing regulatory risk and avoiding disputes

Advice for Consumers

We can help you:

Challenge unfair contract terms
Seek refunds or compensation for faulty goods
Resolve disputes over poor service delivery
Pursue negotiation, ADR, or court proceedings where necessary

If you need advice on your rights or obligations under the Consumer Rights Act 2015, our team is here to help. Get in touch with Hegarty today for clear, practical legal guidance tailored to your situation.