CRA 2015 Rejection Rights: What Dealers Need to Know

What Are the First 30 Days Rejection Rights Under CRA 2015?

The first 30 days after sale create an automatic short-term right to reject under the Consumer Rights Act 2015. During this period, if a vehicle fails to meet the satisfactory quality, fitness for purpose, or as-described requirements, the customer can reject it and demand a full refund without giving you the chance to repair. No repairs, no second chances, just a straight refund. This is fundamentally different from the six-month period that follows, where you get the opportunity to fix faults before rejection becomes an option.

The 30-day window starts from the date of delivery, not the date of sale. If you sell a vehicle on 1st March but deliver it on 5th March, the clock starts on 5th March. For distance sales, delivery means when the customer physically receives the vehicle, not when the courier collects it from your forecourt. This distinction matters when disputes arise about timing.

Unlike the longer rejection periods, the short-term right to reject requires no evidence of attempts to repair. The customer does not need to bring the vehicle back for diagnosis. They do not need to give you a chance to fix it. If the fault existed at the point of sale and breaches the statutory rights, they can reject immediately. You refund the purchase price, minus a deduction for use if the vehicle has covered significant mileage.

Why the First 30 Days Are High-Risk for Dealers

Most rejection claims land in this first month. Customers discover faults quickly. Warning lights appear. Noises develop. Things that were not apparent during a 15-minute test drive become obvious after a week of ownership. The short-term rejection right gives them a nuclear option, and many consumer advice services tell them to use it.

The evidential burden sits squarely on your shoulders during this period. Under CRA 2015, faults that appear in the first six months are presumed to have existed at the point of sale unless you can prove otherwise. In the first 30 days, this presumption is almost impossible to overcome. A gearbox that fails on day 12 is presumed faulty when you sold it. An engine management light that illuminates on day 20 is presumed to indicate a pre-existing fault. You need overwhelming evidence to rebut this, and most dealers do not have it.

The financial impact hits hard. You refund the full purchase price, collect a vehicle that may need expensive repairs, and lose the profit margin entirely. If the customer financed the purchase, you deal with the finance company's reclaim process. If they part-exchanged a vehicle, you may need to return it or compensate them for its value. The administrative burden alone costs hours of staff time, and the reputational damage from a rejected sale can linger.

Understanding your CRA 2015 rejection rights timeline as a dealer becomes critical when managing these first-month risks. The timeline determines what rights apply when, and getting it wrong exposes you to unnecessary refunds.

What Faults Trigger Rejection in the First 30 Days?

Not every fault triggers rejection rights. The fault must breach one of the three statutory requirements: satisfactory quality, fitness for purpose, or as-described. A stone chip in the windscreen that occurred after delivery does not breach these requirements. A gearbox that was already failing at the point of sale does.

Satisfactory quality means the vehicle must meet the standard a reasonable person would expect, considering the age, mileage, and price. A £3,000 car with 120,000 miles has different quality expectations than a £15,000 car with 30,000 miles. Wear and tear appropriate to the age and mileage does not breach satisfactory quality. A worn clutch on a high-mileage vehicle might be acceptable. The same worn clutch on a low-mileage example sold at a premium price probably is not.

Fitness for purpose covers both general roadworthiness and specific purposes the customer made known to you. If they told you they needed a vehicle for towing and you sold them one with a failing transmission that cannot handle towing loads, that breaches fitness for purpose. If they said nothing specific and the vehicle is generally roadworthy, it probably meets this requirement.

The as-described requirement catches mis-described specifications, missing features, and incorrect history claims. If your advert stated full manufacturer service history and the vehicle has none, that is a breach. If you described it as having leather seats and it has cloth, that is a breach. Identifying mis-described vehicles using factory build data helps prevent these claims before they arise.

Minor faults do not trigger rejection. A broken cup holder, a scratched alloy wheel, or a radio preset that does not work are not grounds for rejection. The fault must be significant enough to affect the vehicle's quality, purpose, or description materially. The law uses the term "material" deliberately. Trivial defects do not count.

How to Document Sales to Defend Against Rejection Claims

Documentation is your only defence when rejection claims arrive. Without evidence of the vehicle's condition at sale, you cannot rebut the presumption that faults existed then. Comprehensive pre-sale checks, recorded accurately and shared with the customer, create the paper trail you need.

Every vehicle you sell needs a documented inspection covering mechanical condition, electrical systems, bodywork, and mileage verification. This is not a cursory walk-around. It is a systematic check that records findings in writing, photographs defects, and creates a timestamped record. If a customer claims the gearbox was faulty at sale and you have a pre-sale inspection showing smooth gear changes with no warning lights, you have evidence to dispute the claim.

Mileage verification matters particularly in rejection disputes. If a customer claims the odometer was clocked and you sold them a mis-described vehicle, you need proof you checked it. Cross-referencing MOT history, service records, and manufacturer databases creates that proof. How to spot clocked mileage using digital service records provides the methodology for building this evidence base.

Factory build data protects against as-described claims. If your advert lists features the vehicle does not have, or misses high-value options it does have, you create rejection risk. Verifying the actual specification against OEM build sheets before advertising eliminates this risk. You describe what is actually fitted, not what you assume is there.

Test drive records signed by the customer acknowledge they drove the vehicle and found it acceptable. This does not prevent rejection if a latent fault emerges, but it does evidence that obvious faults were not present or were accepted. If they sign a test drive record confirming smooth operation and quiet running, then claim three days later that the engine was clearly faulty, you have contemporaneous evidence to challenge that assertion.

What Happens When a Customer Exercises Short-Term Rejection?

When a customer invokes the short-term right to reject, they must notify you clearly. They do not need to use magic words like "I am exercising my statutory right to reject", but they must communicate unambiguously that they are rejecting the vehicle and want a refund. A vague complaint about a fault is not rejection. A clear statement that they no longer want the vehicle and expect their money back is.

You must refund the purchase price, but you can deduct for use. The deduction reflects the use the customer has had from the vehicle. If they bought it for £10,000, drove it for 500 miles over three weeks, then rejected it, you can make a reasonable deduction for those 500 miles. The law does not specify a formula, but the deduction must be fair. Taking £2,000 off for 500 miles would not be reasonable. Taking £200 might be.

The refund must be made within 14 days of the rejection. You cannot delay while you inspect the vehicle or investigate the fault. The customer rejected it, you owe them the money, and you have two weeks to pay. If they paid by card, you refund to the same card. If they paid cash, you refund cash. If they financed it, you deal with the finance company to settle the agreement.

You collect the vehicle at your cost. The customer does not have to deliver it back to you. If they live 200 miles away, you arrange collection or reimburse their reasonable costs to return it. This is non-negotiable. The law places the logistical burden on you, not them.

CRA 2015 compliance guide for used car dealers covers the full refund process, including how to handle part-exchanges, finance settlements, and disputed deductions for use.

How to Reduce Rejection Risk Before the Sale

Prevention costs less than refunds. Comprehensive pre-sale checks catch faults before customers do. A vehicle that goes through rigorous inspection and remedial work before sale rarely comes back rejected. One that goes straight from auction to forecourt without checks frequently does.

Every vehicle needs a provenance report combining HPI checks, finance verification, mileage history, and digital service records. This is not optional due diligence. It is fundamental risk management. A vehicle with outstanding finance gets rejected when the customer discovers it. A clocked vehicle gets rejected when the mileage discrepancy emerges. Both situations are preventable with proper checks.

Digital service history verification from manufacturer databases confirms maintenance claims you make in adverts. If you advertise full service history, you need evidence it exists. Paper stamps are not evidence. They get lost, forged, or fabricated. Manufacturer database records are timestamped, auditable, and verifiable. Why manufacturer service history beats stamped logbooks explains why this matters for rejection defence.

Factory build sheets prevent mis-description claims. You cannot reject a vehicle for lacking features it never had, but customers try. If your advert says satellite navigation and the vehicle never had it fitted, you have mis-described it and created rejection grounds. Verifying the actual build specification before advertising eliminates this risk entirely.

Transparent disclosure of known faults removes rejection grounds for those specific issues. If you tell the customer in writing that the air conditioning does not work and they buy it anyway, they cannot later reject for that fault. They accepted it. Document the disclosure, have them sign acknowledgement, and you have removed that rejection route.

What Rights Apply After the 30-Day Period Ends?

After 30 days, the short-term right to reject expires. The customer still has rejection rights, but the rules change significantly in your favour. They must now give you one opportunity to repair the fault before they can reject. This single repair attempt gives you the chance to fix the problem and keep the sale.

The burden of proof shifts slightly at six months. Faults appearing in the first six months are still presumed to have existed at sale, but after six months the customer must prove the fault was present when you sold it. This evidential shift makes defending claims easier, though still challenging.

The final right to reject can be exercised after one failed repair attempt, or if the fault is so serious that repair is not appropriate. A failed engine on day 45 might justify immediate rejection without a repair attempt if the cost and inconvenience of repair are disproportionate. A faulty radio would not. The customer must act reasonably.

After six months, rejection becomes progressively harder for customers to pursue. They must prove the fault existed at sale, which requires expert evidence in most cases. They must demonstrate they gave you opportunity to repair. They must show the fault is significant enough to warrant rejection rather than repair or price reduction. Most claims after six months settle as repairs or partial refunds rather than full rejections.

How AutoProv Helps Dealers Manage First-30-Day Risk

Comprehensive vehicle intelligence before purchase prevents rejection claims after sale. Knowing what you are buying, verifying the history, and confirming the specification creates the evidence base you need to defend against unfounded claims and avoid buying vehicles with hidden problems.

Provenance reports combining data from 10 UK sources provide the complete picture. HPI checks confirm no outstanding finance or stolen markers. DVSA MOT history reveals mileage progression and failure patterns. Insurance records flag write-off history. Manufacturer service databases verify maintenance claims. This aggregated intelligence catches the problems that trigger rejection claims.

Digital service history from 44 manufacturer databases proves the maintenance history you advertise. When a customer claims you mis-described the service history and seeks rejection, you produce the manufacturer database records showing exactly what services were performed, when, and where. The claim collapses because you have irrefutable evidence.

Factory build sheets from OEM databases confirm every specification detail you advertise. You know which options were fitted at the factory, which packages were included, and which features are present. You cannot mis-describe what you have verified against factory records. The as-described requirement is met because your description matches the build data.

Compliance tools including PDI reports and Distance Sale Packs create the documentation trail that defends against claims. Every vehicle sold has a documented inspection, a clear specification, and a transparent disclosure of condition. When rejection claims arrive, you have the paperwork to show what was checked, what was disclosed, and what the customer accepted.

Compliance essentials for UK car dealers in 2024 outlines the full documentation framework that protects against CRA 2015 claims, including rejection disputes.

Common Mistakes Dealers Make in the First 30 Days

Ignoring early complaints escalates them into rejection claims. A customer who reports a minor fault on day five is giving you the chance to fix it before they consider rejection. Dismissing the complaint or delaying response pushes them toward rejection. Responding quickly, inspecting promptly, and offering solutions prevents escalation.

Offering repairs during the short-term rejection period does not remove the rejection right. You cannot force a customer to accept a repair in the first 30 days. If they want to reject, they can reject. Offering a repair is fine, but insisting on it or implying they must accept it is wrong and potentially unlawful. They have the choice.

Failing to document the rejection properly creates confusion later. When a customer says they want to reject, record it in writing, confirm the date, and start the refund process. Do not leave it ambiguous. Do not assume they might change their mind. Treat rejection as final and process it correctly.

Disputing reasonable deductions for use damages relationships and risks legal action. If a customer drove the vehicle 100 miles over five days, a deduction of £50 from a £10,000 purchase is reasonable. A deduction of £1,000 is not. Be fair, be proportionate, and avoid the temptation to recoup your losses through excessive use deductions.

Misunderstanding the timeline costs money. The 30 days run from delivery, not sale. The refund is due within 14 days of rejection, not when you feel like paying it. The customer does not have to return the vehicle at their cost. Getting these details wrong exposes you to additional legal claims and enforcement action.

FAQs

Can a customer reject a vehicle for a fault that develops after 30 days?

Yes, but the rules change after the short-term rejection period ends. After 30 days, the customer must give you one opportunity to repair the fault before they can reject the vehicle. If the repair fails or is not completed within a reasonable time, they can then exercise the final right to reject. The fault must still have existed at the point of sale, which is presumed for faults appearing in the first six months. After six months, the customer must prove the fault was present when you sold the vehicle.

Do I have to refund delivery charges when a vehicle is rejected?

Yes, you must refund the full purchase price, which includes any delivery charges the customer paid. The only deduction you can make is for the use the customer has had from the vehicle. Delivery charges are part of the contract price, so they must be refunded along with the vehicle price itself. If the customer arranged their own delivery separately, you are not responsible for those costs, but any delivery fees you charged must be refunded.

What if the customer has damaged the vehicle during the 30-day period?

You can deduct for damage that goes beyond normal use, but you must still process the rejection and refund. If the customer rejected a vehicle due to a faulty engine but also damaged the bodywork in an accident during the 30 days, you can deduct the cost of repairing that accident damage from the refund. However, you cannot refuse the rejection entirely because of the damage. The rejection right still applies, you just adjust the refund to account for damage that was not present at sale.

Can I insist on inspecting the vehicle before I process a rejection?

You can inspect it, but you cannot delay the refund beyond 14 days while you do so. The customer has exercised their rejection right, and you must refund within 14 days regardless of whether you have inspected the vehicle yet. In practice, most dealers collect and inspect quickly to determine the deduction for use and verify the claimed fault. But the inspection cannot be a precondition for the refund. Process the refund on time, then pursue any disputes about deductions separately if needed.

Does the 30-day period apply to commercial vehicle sales?

No, the Consumer Rights Act 2015 applies only to consumer contracts, meaning sales to individuals buying for purposes wholly or mainly outside their business. If you sell a vehicle to a limited company, a sole trader buying for their business, or any commercial buyer, CRA 2015 does not apply. Those sales are governed by the Sale of Goods Act 1979 as amended, which has different rejection rules and timelines. Make sure you identify whether your buyer is a consumer or a business at the point of sale, because it determines which legal framework applies.