When an individual buys a phone from a trader for mainly personal use, the Consumer Rights Act 2015 normally requires the goods to be of satisfactory quality, fit for a stated purpose and as described. Those rights are against the trader that supplied the phone. A manufacturer warranty may be useful, but it does not replace the seller's statutory responsibilities.
In brief: identify the legal seller, preserve the description and proof of purchase, report the problem promptly and ask for the remedy that fits the stage of the dispute. Do not assume that returning the handset automatically cancels airtime, finance, insurance or trade-in agreements.
What satisfactory quality means for a phone
The standard depends on the description, price, age and other relevant circumstances. A new premium handset should meet a different expectation from a clearly described three-year-old refurbished phone. However, a lower price does not excuse an undisclosed fault or a device that fails to match its listing.
| Requirement | Phone-buying example |
|---|---|
| As described | The storage, colour, condition, lock status, included items and repair history match the listing. |
| Fit for purpose | The phone can perform a specific purpose made known to the trader, where reliance on the trader was reasonable. |
| Satisfactory quality | Its condition, durability, safety and freedom from defects meet a reasonable expectation for that sale. |
| Trader entitled to supply it | The trader has the right to sell or transfer the phone. |
The first 30 days
The Act provides a short-term right to reject goods that do not conform to the contract. The normal minimum period is 30 days from delivery or transfer of possession. The right is about a qualifying problem, not simply changing your mind after an in-store purchase.
Describe the non-conformity precisely. “I do not like the phone” is different from “the advertised 256 GB handset is 128 GB” or “the camera repeatedly fails during ordinary use”.
After the short-term right to reject
Repair or replacement is usually the next statutory route. The trader must complete the remedy within a reasonable time and without significant inconvenience, subject to the Act's rules on feasibility and proportionality. A price reduction or final right to reject may become available if repair or replacement is impossible, is not provided properly or does not resolve the non-conformity.
If a fault appears within six months, the Act generally treats it as having been present at delivery unless the trader proves otherwise or that presumption is incompatible with the goods or fault. This does not cover accidental damage caused after delivery.
Separate the handset from connected agreements
A mobile purchase may include:
- a handset sale;
- airtime;
- device finance;
- insurance;
- a trade-in.
Ask the provider to explain in writing what happens to each agreement if the handset is rejected. Do not stop contractual payments without understanding the consequences.
Warranty versus statutory rights
A commercial warranty can provide a convenient claim route, but it can contain exclusions, evidence requirements and a limited remedy. It cannot remove statutory rights. If a retailer tells you to contact the manufacturer, you can ask the retailer to explain why it believes it has no responsibility under the sale contract.
Before raising a dispute
- Identify the legal trader on the invoice.
- Save the description and terms that applied when you bought.
- Record the fault without causing further damage.
- State the date, problem and remedy requested in writing.
- Keep the phone available for a reasonable inspection.
- Use the retailer's formal complaint process if the first response fails.
For online cancellation, see Consumer Rights for Online Phone Purchases. For used and private purchases, see Consumer Rights for Second-Hand Phones.
Sources checked
Information checked on 26 July 2026. This is general UK guidance, not legal, tax or security advice. Terms, complaint routes and platform features can change, so confirm the current wording before acting.
