UKThe product I bought doesn't match the description. What can I do?
You have the right to reject the product and get a full refund within 30 days if it doesn’t match its description, as required by the Consumer Rights Act 2015.
What the Law Says
The Consumer Rights Act 2015 gives you clear legal rights when something you buy doesn’t match its description. Section 11 is central to this protection.
Under UK law, every contract for goods includes a term that the goods must match their description — whether written on the packaging, in an advert, on a website, or spoken by a salesperson. This is a legal requirement, not just a promise.
If the item you received is different from how it was described — for example, wrong size, colour, model number, features, or specifications — it is considered ‘not as described’ and therefore ‘not in conformity with the contract’.
This breach gives you automatic rights to remedies, starting with the right to reject the goods and get a full refund — but only if you act within 30 days of taking ownership (or delivery, if bought online).
Statutory TextEvery contract to supply goods is to be treated as including a term that the goods will match their description.
— Consumer Rights Act 2015, s. 11 — Goods matching description
What to Do
Contact the seller immediately — preferably in writing (email or letter) — stating that the goods don’t match their description and that you wish to reject them.
Return the item if asked, using recorded delivery and keeping proof of postage.
If the seller refuses a refund, quote section 11 of the Consumer Rights Act 2015 and inform them you’ll escalate to the Citizens Advice or Trading Standards.
If unresolved, you can make a claim through the small claims court (up to £10,000).
Sources
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JapanNot legal advice. This article is general information based on publicly available sources, written for educational purposes. Laws change and individual situations vary. Consult a licensed attorney in your jurisdiction before acting on anything you read here. Last reviewed: 2026-06-08.