Damaged on Delivery: Your CRA 2015 Rights for Drilled Cars in 2026

The landscape of car buying has shifted dramatically. In 2026, click-and-collect or home delivery is no longer a luxury—it is the standard. However, the convenience of a car arriving on your driveway brings a specific set of legal risks. What happens if the car arrives with a cracked bumper, a dented door, or a mechanical fault that wasn't in the advert?

Understanding your protection under the Consumer Rights Act 2015 (CRA 2015) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is essential. If your car is delivered "drilled"—automotive slang for damaged or mechanically failing—the law is firmly on the side of the consumer, provided you act quickly.

Buyer Rights: Protection Against Damaged Deliveries

When you buy a car from a trader, whether it is brand new or used, the Consumer Rights Act 2015 dictates that the vehicle must meet three core criteria:

1. Satisfactory Quality: It must be of a standard a reasonable person would expect, taking into account its age, price, and description.
2. Fit for Purpose: It must be capable of performing the tasks you specified to the dealer.
3. As Described: The car must match the advert, photos, and verbal promises made by the seller.

If a car arrives with "delivery faults"—damage sustained during transit or pre-existing issues hidden by the seller—you have a tiered system of rights.

1. The Short-Term Right to Reject (First 30 Days)

If the car is damaged on delivery or has a fault that makes it of unsatisfactory quality, you have a legal right to reject it within the first 30 days of taking delivery. This entitles you to a full refund. You do not have to accept a repair during this window, although you may choose to if the dealer offers a satisfactory solution.

2. Distance Selling: The 14-Day "Cooling Off" Period

If you bought the car entirely online or over the phone without visiting the dealership (Distance Selling), the Consumer Contracts Regulations 2013 grant you an unconditional right to cancel the contract within 14 days of delivery. You don't even need to prove the car is "damaged"; you can return it simply because you changed your mind. However, be aware that dealers can deduct value if you have driven the car beyond what is necessary to "establish its nature and characteristics" (typically more than a few test-drive miles).

3. Section 75 Protection (Credit Purchases)

If you paid even a £100 deposit via credit card, or if the car is on a Hire Purchase (HP) agreement, you have powerful protection under Section 75 of the Consumer Credit Act 1974. The finance provider is "jointly and severally liable" for any breach of contract. If the dealer refuses to acknowledge the damage, you can claim directly against the bank.

Dealer and Trader Obligations

Under UK law, the responsibility for the car remains with the dealer until it is physically in your possession.

The Burden of Proof

For the first six months after delivery, the law assumes that any fault found was present at the time of delivery unless the dealer can prove otherwise. This is a significant protection for buyers; you do not have to prove the car was "drilled" when it left the forecourt; the dealer must prove it was perfect.

Transparency and the CPRs 2008

The Consumer Protection from Unfair Trading Regulations 2008 (CPRs) prohibit dealers from engaging in "misleading omissions." If a dealer knew a car had bodywork damage or a mechanical glitch and failed to disclose it in the online listing, they are in breach of these regulations. In 2026, with the prevalence of high-definition video walkarounds, a dealer failing to show a visible scratch during a digital viewing can be seen as a prohibited practice.

The Right to Repair or Replace

If you are outside the 30-day rejection window but within the first six months, the dealer has one opportunity to repair or replace the vehicle. If the repair fails or the fault persists, you then gain the right to a "price reduction" or a "final right to reject" (where a deduction for usage may be applied).

What to Do if Your Car Arrives Damaged

To protect your rights under the CRA 2015, follow these steps immediately upon delivery:

1. The "Walkaround" Inspection: Never sign a delivery note until you have inspected the car. Check for "drilled" panels, chipped glass, or warning lights on the dashboard.
2. Document and Date: Take high-quality photos and videos of any damage while the delivery driver is still present.
3. Note the Paperwork: Write "DAMAGED ON DELIVERY" clearly on the delivery note before signing it.
4. The "Paper Trail": Email the dealership immediately. Mention your rights under the Consumer Rights Act 2015, specifically noting that the vehicle is not of "satisfactory quality."
5. Stop Driving: If you intend to reject the car, stop using it. Continuing to drive it can be viewed as "accepting" the goods.

Key Takeaways

• 30-Day Window: You have an absolute right to a refund for a faulty/damaged car within the first 30 days under the CRA 2015.
• Distance Selling: If bought online, you have 14 days to cancel for any reason under the Consumer Contracts Regulations 2013.
• Dealer Responsibility: The trader is responsible for the car’s condition until it is handed over to you.
• Finance is an Ally: Use Section 75 of the Consumer Credit Act 1974 if the dealer becomes unresponsive.
• Burden of Proof: In the first 6 months, the dealer must prove the car wasn't faulty; after 6 months, the burden shifts to the buyer.

Summary table of Rights

Disclaimer: This article is provided for general informational purposes only and does not constitute legal advice. Laws regarding consumer rights can change, and their application depends on the specific facts of your case. For specific legal issues, please consult a qualified legal professional or Citizens Advice.