What does “a reasonable length of time” mean in UK consumer law?
Every day, consumers ask me a variety of questions across my social media platforms, Instagram, Facebook, TikTok and Threads. In my weekly The Complaining Cow Consumer Column, I share the issues that come up most frequently.
Many consumers ask how long products should last under the Consumer Rights Act (CRA) 2015.
In the video below, I explain what is meant by the CRA phrase “last a reasonable length of time”, depending on various factors.
@thecomplainingcow Replying to @Nav_ #knowyourrights #faulty #refunds #consumerrights #moneytipsuk
How long should products last under the Consumer Rights Act?
How long is a reasonable length of time? It is a question I get asked several times a week! It really is. This is because I talk about the CRA a lot!
According to the Act, items must:
- be fit for purpose
- be of satisfactory quality
- match the description
- be free from defects
- last a reasonable length of time
This can be difficult to understand because surely it varies for every item that you buy? That is certainly the case and a lot of factors must be taken into consideration.
In law, it comes down to what the “average person” would deem as “reasonable”. You might also hear the phrase as “the man on the Clapham Bus”. (See From the man on the Clapham omnibus to the woman on the Croydon tram on the Lexology website for a full explanation).
So, if you wanted to ask 100 people how long they thought a new television costing £500 should last you would probably get an answer between 5 to 10 years. It wouldn’t matter if some people said more or less because you would be taking the average. Ask the same people how long they would expect a secondhand £50 television to last and the answer may be more like 2 to 4 years. This is what you would have to bear in mind if you were to pursue the case through the Small Claims Court.
The 30-day rule
If you have an item you believe should have lasted longer and it develops a fault up to 30 days from purchase, you are entitled to a full refund. After that time you’re entitled to a repair or replacement. In the first six months it is considered that the fault was there at the point of purchase, after this time it will be up to the consumer to prove.
How long should I allow a company to repair an item?
The Consumer Rights Act does not explicitly state a length of time but it should be reasonable and of no inconvenience to you.
Further help with complaining effectively
For more general advice on resolving complaints see Top 20 Tips on how to complain effectively
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