This Act is where many customer disputes start. It affects what you promise on a sales page, how you describe products, what your terms say about refunds and what happens when a service or digital product falls short. A refund policy can add goodwill, but it cannot remove statutory consumer rights.
Main laws
United Kingdom Act
Consumer Rights Act 2015
The Consumer Rights Act 2015 sets core UK rules for consumer goods, services, digital content and unfair terms.
In forceUnited KingdomPlain-English guide4 practical checks
Plain-English explainers, not legal advice. Use the linked official source for section-level detail, and get advice for your situation.
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Quick read
- This Act is where many customer disputes start.
- It affects what you promise on a sales page, how you describe products, what your terms say about refunds and what happens when a service or digital product falls short.
Likely relevant if
- Ecommerce stores
- Subscription and SaaS businesses selling to individuals
- Service providers selling to consumers
Check first
- Do not use terms that unfairly tilt the deal against consumers
- Make goods, services and digital content match the contract and statutory standards
- Keep refund, repair and replacement processes consistent with consumer rights
What this means in practice
Key points
- Consumer rights apply even when your terms are silent.
- Digital products and online services need the same care as physical goods.
- Support scripts should not overstate what your policy can refuse.
When this law usually matters
Most businesses do not need to memorise the whole law. The useful starting point is to know when it is likely to affect a contract, customer journey, employee process, data flow or company decision.
Key points
- Ecommerce stores
- Subscription and SaaS businesses selling to individuals
- Service providers selling to consumers
- Businesses using standard consumer terms
What to check first
Sense check
- Do not use terms that unfairly tilt the deal against consumers
- Make goods, services and digital content match the contract and statutory standards
- Keep refund, repair and replacement processes consistent with consumer rights
- Make key price, cancellation and service information clear before purchase
Documents and workflows to review
Key points
- Website terms
- Refund policy
- Checkout wording
- Subscription terms
- Customer support scripts