Goods and Services

Every time we buy goods and services together, we are making a legal contract.

Whether it’s a new kitchen, a bathroom refit or a car repair involving parts and labour, when something goes wrong it can be incredibly frustrating and confusing. The law can seem complicated. What are your rights?

The law states

When a business supplies both goods and services to you, the law treats them separately, and you have legal rights covering both parts of the contract.

The goods must be:

  • Of satisfactory quality

  • Fit for purpose and

  • As described

  • Installed correctly (if installation is part of the contract)

The service must be:

  • Carried out with reasonable care and skill

  • Completed within a reasonable time (if no time is agreed)

  • Charged at a reasonable price (if no price is agreed)

In practice this means…

The goods should work properly, look as expected, and do what you need them to do. If installation is part of the contract, it must be done properly.

The service must be delivered to the standard you’d reasonably expect from someone competent in that industry. If a price or timescale wasn’t agreed, it must be reasonable compared to others doing similar work in your area.

What if the goods or services don’t meet these standards?

The business is in breach of contract. You have the legal right to seeka solution.

For the goods:

  • You have 30 days from the day after you receive the goods to reject them and ask for a full refund.

  • After 30 days, or if you don’t want a refund, you can ask for a repair or replacement at the business’s expense.

  • For the first six months, the business has to prove the goods were not faulty when supplied.

  • If the repair or replacement is not successful, is impossible, too expensive, or takes too long, you can ask for a price reduction (some money back) or a refund.

  • A deduction may be made to reflect any use you’ve had from the goods.
    This must be given to you within 14 days of agreement.

For the service:

  • If it hasn’t been carried out with reasonable care and skill, you can ask the business to do it again – this is your right to repeat performance.

  • This must be done within a reasonable time, without significant inconvenience, and at no extra cost.

  • If it’s not possible to fix the service or doing so would be too inconvenient or delayed, you have the right to a price reduction.  This could be a partial refund or a full refund if you’ve had no benefit from the service.

What should I do?

Speak to the business, explain what’s wrong and ask for what you want.

If this doesn’t work, email or write to them and keep a record.

Template letter (INSERT)

Rules for life

  • Be polite

  • Be clear in what you want

  • Keep a record of all letters and communications

  • If the business disputes what you are saying, direct them to this website—businesses need to know their rights too

For further advice contact Citizens Advice Consumer Service on 0808 223 1133