What this tool does

When something goes wrong with an online purchase, this interactive tool works out your legal rights and tells you exactly what you can do about it. Whether your item arrived faulty, never turned up at all, or simply isn't what you expected, the tool cuts through the confusion to give you clear, practical advice.

The tool focuses on your specific situation, taking into account what you bought, how you paid, and when the problem occurred. It then explains your rights under UK consumer law and gives you the exact next steps to resolve the issue.

When to use it

Use the tool whenever you have a problem with something you bought online and you're not sure what your rights are or what to do next. This includes faulty goods, items that don't match their description, late deliveries, missing packages, or if you simply want to return something within the cooling-off period.

It's particularly helpful when a seller has refused a refund or offered only store credit, as the tool will tell you whether you're legally entitled to your money back and how to get it.

How it works

You answer six quick questions about your purchase and the problem you're facing. The tool then generates personalised advice explaining your rights, including whether you can cancel, get a refund, or claim through your payment provider. It also tells you exactly what to say to the seller and gives you realistic timescales for resolution.

Nothing you enter is saved, you don't need to create an account, and the advice covers your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations. Remember this is general guidance for UK consumers, so check GOV.UK or seek professional advice for complex situations.