A business must always sell you a product that:
- is fit for the purpose it is normally used for
- works for a reasonable time with normal use
- matches what is outlined in your contract or any descriptions or samples you saw
- can be used for the purpose the business knew you bought it for
They also have to (when it applies):
- provide instructions and any essential accessories
- supply the spare parts covered in your contract
- install the product correctly
These obligations will not apply if:
- the product is not working due to:
- normal wear and tear
- accidental damage or misuse
- you did not install an update for the product to continue to work properly
A business has to give you specific information before you buy a product. The information should be clear, easy to understand and include:
- the product details – if not already clear
- the total price (inc. VAT) or how the price will be calculated
- if any additional charges apply
- if your right to cancel applies
- their name, address and phone number
If there is a dispute about what information was provided, the business has to show they gave you the information.
Read more about the additional rights to information you have when you buy a product online or at your doorstep.
Consumer law says that a product is delivered when you physically take possession of it. This includes anyone you nominate on your behalf, for example, a neighbour or courier. When a business organises a delivery, they are responsible for any damage to the product that happens before you physically receive it.
The business has to deliver your product to you:
- on the date you agreed with them
- within 30 days of you making the purchase, if you did not agree a date
You can request a new delivery date where a business does not deliver the product as originally agreed or within 30 days.
You can cancel the purchase when:
- a business cannot or refuses to deliver within the new time frame you request
- a new delivery date is no longer suitable for you, for example, you needed the product by a specific date that has passed
You must notify the business that you are using your right to cancel for non-delivery. The business must send you a refund within 14 days.
If a business does not resolve your issue, you can take other actions. You should always send a final formal written complaint to the business and consider their response before you take your next steps. Read more on how to complain.
If a business does not meet their legal obligations to you, you have consumer rights. For example, a product is faulty. Your first step is to contact the business. If they can’t resolve the issue, you can take other actions.
Read more about what to do if you have a faulty product.
