When you are buying goods or services, either in person or online, customers have key protections under UK consumer law. Here we look at some of them.

The relevant legislation is the Consumer Protection Act 2015, which is up to date with all changes prior to 19 October 2025.

If you feel you have been let down by your purchase, you may wish to speak with a London law firm which can help. Search for companies such as https://www.forsters.co.uk.

Right to Care and Skill in Service Provision

There is protection for services as well as goods provided. This can include instances where you have hired a contractor or sought financial advice, for example. The provider is required to correct work or offer a refund. Failure to do so can result in damages being awarded.

Pre-contract Information

Prior to purchase of goods or a service the client is entitled to full information on cost, contract terms, cancellation details and the trader’s identity.

Cooling-off Period

When buying goods or services by mail order, telephone or online, UK consumers have a statutory 14-day period during which they can cancel their order.

Digital Content

As well as goods and services, digital content is protected, including downloads, streaming services and the purchase of apps, ebooks and digital products or software. If faulty they must be repaired, replaced or a refund offered.

Undelivered and Missed Services

A product or service which has been paid for that never arrived, or not within the agreed time, means you are entitled to a refund.