Refunds & Returns — When You Have a Legal Right and When You Don't

You have a legal right to a refund when goods are faulty, not fit for purpose, or not as described. This right:

• ✓Cannot be overridden by a shop's 'no refunds' policy
• ✓Applies for up to 6 years (5 in Scotland) from purchase
• ✓Gives you a full refund within 30 days if the fault is discovered in that period
• ✓Applies regardless of sale price — sale goods have the same legal protection
• ✓Cannot require you to have the original packaging, receipt, or tags

If you simply change your mind about an item bought in a physical shop, you do not have a legal right to a refund or exchange. Many retailers offer this as a courtesy (a goodwill returns policy), but they are not legally required to.

• ✓Check the store's returns policy before buying if you're unsure
• ✓Most major retailers offer 28–90 day returns as a goodwill gesture
• ✓Some retailers require original packaging, tags, and proof of purchase for goodwill returns
• ✓A gift receipt is provided specifically for this purpose — it allows the recipient to return the item without knowing the price

When you buy online (or by phone, post, or at your door), you have significantly stronger rights under the Consumer Contracts Regulations 2013:

• ✓14-day cooling-off period from the day you receive the goods
• ✓You can return the item for any reason — no fault required
• ✓You must notify the retailer within 14 days that you want to cancel
• ✓You then have a further 14 days to return the goods
• ✓The retailer must refund within 14 days of receiving the goods (or proof you've sent them)
• ✓You may have to pay return postage unless the retailer offers free returns

• ✓If a retailer has gone into administration, contact the administrator — you may be an unsecured creditor
• ✓Credit card: claim a Section 75 refund from your credit card provider (for purchases over £100)
• ✓Debit card: request a chargeback from your bank (within 120 days of the transaction)
• ✓PayPal: raise a dispute within 180 days
• ✓Gift cards: if the retailer closes, gift card holders are typically unsecured creditors — act quickly to use them if the company looks in trouble

Under Section 75 of the Consumer Credit Act 1974, if you paid by credit card for goods costing between £100 and £30,000, your credit card company is jointly liable with the retailer.

• ✓You can claim directly from your credit card company if the retailer has gone bust, refuses a refund, or can't be contacted
• ✓The full amount must be over £100 — not just the amount put on the credit card
• ✓This applies even if you only paid £1 on the credit card
• ✓Section 75 does not apply to debit cards, charge cards, or most prepaid cards
• ✓Claim by contacting your credit card company's customer service team