Refunds & Returns: When You Have a Legal Right and When You Don't
Many people confuse a shop's returns policy with their legal rights. They're not the same thing. Your legal rights, under the Consumer Rights Act 2015, apply regardless of what the shop's policy says. But for 'change of mind' returns (you just don't want the item), there is no automatic legal right to a refund in store. This guide explains the difference clearly.
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Legal right to a refund (faulty goods)
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
No legal right to a refund (change of mind in store)
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 to 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
Online shopping, 14-day cooling off period
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
Getting a refund when a business has closed
- ✓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
Section 75, your credit card company's joint liability
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
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A Citizens Advice appointment can take weeks. Our free assistant is available 24/7 with no appointment, giving you clear, step-by-step answers about your exact situation, what to do next, and the deadlines that matter.
Need to take action? It can draft a ready-to-send formal letter for you (optional, from £4.99).
England, Scotland, Wales & Northern Ireland.
Frequently asked questions
Am I entitled to a refund if I simply change my mind in a shop?
No, there is no legal right to a refund for change of mind in a physical shop unless the item is faulty. However, many retailers offer a goodwill returns policy (e.g. 28 or 30 days). If the shop has such a policy displayed or stated on the receipt, they must honour it. Online purchases have different rules, you have a 14-day legal right to cancel.
What is the 14-day cooling off period for online purchases?
When you buy online, by phone, or through a doorstep sale, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel and return for a full refund, even if there is nothing wrong with the item. The seller must refund you within 14 days of receiving the goods back (or proof you have sent them).
What is Section 75 protection?
Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the retailer for purchases between £100 and £30,000. If the retailer fails to deliver, goes bust, or the goods are faulty, you can claim a full refund from your credit card company. This applies even if you only paid part of the price by credit card.
Can a shop offer a gift card instead of a refund?
Only if you agree to it. If you are legally entitled to a refund (e.g. for a faulty item or an online purchase within the cooling-off period), the retailer cannot force you to accept a gift card, store credit, or exchange instead. You have the right to insist on money back.
What can I do if a retailer refuses a refund I am legally entitled to?
Put your request in writing (email is fine) citing the Consumer Rights Act 2015 or Consumer Contracts Regulations. If they still refuse, you can take the matter to the county court (small claims track for claims under £10,000), raise a chargeback through your bank or card provider, or make a complaint to Trading Standards.
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