Buying goods
When you buy something, you expect the goods to be as described, fit for purpose and of satisfactory quality. The Consumer Rights Act 2015 provides these protections when buying from a business in the UK. For purchases involving a trader based in the EU, similar protection comes from the EU Directive on the sale of consumer goods and associated guarantees. Here, we aim to equip consumers with clear information on what they can expect when purchasing goods, and what obligations a business must meet if things are not up to scratch.
Common Problems
Although every situation is different, most issues with goods fall into a few familiar categories.
Goods not of satisfactory quality
Goods must meet the standard that a reasonable person would expect, taking into account factors such as durability, finish and freedom from defects. If an item arrives damaged, stops working or develops a problem soon after purchase, it may not meet this standard.
Goods not as described
Goods must match the description given at the time of purchase, including any written information, photographs or product details provided by the trader. If the item you receive differs from what was advertised, for example the wrong model, missing features or inaccurate product information, the goods are not as described.
Goods not fit for purpose
If the product is not suitable for the purpose it is usually used, i.e. if a bike falls apart when ridden normally, then this is normally deemed to be faulty. This is pretty straightforward. However, this can also apply to any other specific purpose for which the product was intended if you made it clear to the retailer before the agreement to purchase was made. For example, a mobile phone purchased with the intention of taking pictures on its camera could be deemed unfit for purpose if it did not have a camera feature, if you communicated this to the seller before the transaction, particularly where the product was recommended as suitable by the seller.
What to do next
If something goes wrong, contact the trader as soon as possible. Explain the issue clearly and include evidence such as photos, screenshots, order numbers and copies of communication. Many problems can be resolved directly with the trader.
If the trader refuses to help, does not respond or you cannot reach a satisfactory solution, the UKICC may be able to assist you further.
How the UK International Consumer Centre can support you
We provide free advice and assistance for cross border consumer disputes. Our team can explain your rights, guide you through possible next steps and, where appropriate, work with partner organisations in other countries to help progress your case.
If you are unsure whether your situation falls within our scope, you are welcome to contact us for further guidance.
Last reviewed 10 April 2026
