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Shops can be quick to take your money, but if purchases turn out to be faulty or items arrive damaged and you want to return them, it can sometimes feel like you’ve got a battle on your hands to get your money back.
Have you ever felt fobbed off in a store if you’re told to ‘contact the manufacturer’ over a problem with your new washing machine? Or not sure where you stand if you buy a new dress in a hurry and change your mind once you get it home and want your money back?
Knowing your consumer rights can make the difference between getting a refund or being out of pocket. We explain what you need to know and how to get a refund on almost anything.
What reasons can I get a refund?
Under the Consumer Rights Act 2015, you can get a refund, repair or replacement on faulty items, or if something you buy isn’t as described, or not fit for purpose.
This applies to in store and online purchases, but whether you can get a full refund, or need to settle for a repair or replacement depends on how long you’ve had the item before the problem occurs.
You can also get a refund on unwanted goods when shopping online, with a few exceptions. This is because unlike buying on the high street, you don’t get a chance to see items first.
What are my rights with faulty goods?
With goods purchased in store or online, you have the right to return them within 30 days and get a full refund, including any delivery costs.
This includes digital downloads and items bought at a reduced price, (unless it was discounted because of the fault, such as a shirt that was marked down because of a missing button).
Make sure you return the item within 30 days, as between 30 days and six months, you’re only entitled to a repair or replacement, not a refund.
Beyond six months, and up to six years, you’ll need to prove any fault was inherent from the start to get a repair or replacement.
Can I get a refund if I just change my mind?
Whether or not you can get a refund depends on where you bought the item.
Buying online gives you more rights when it comes to returning unwanted purchases than shopping on the high street.
In most cases, if you buy from an EU-based business (including those selling through eBay), you have the legal right to cancel your order, up to 14 days from the day after receiving your goods. You then have another 14 days to return the goods for a full refund – even if you simply don’t want them.
There are a few exceptions including personalised gifts, perishable foods, and these rules don’t apply to purchases at online auctions, so don’t bid if you’re unsure about purchases, or cancel your eBay bid.
Will I have to pay postage costs to return unwanted items?
You should get free returns with faulty goods, however some online retailers may expect you to cover the cost of returning unwanted purchases.
All details regarding returns and any postage costs should be on the retailer’s website.
Can I return digital content?
Purchased a song, app or a TV show by accident? You are entitled to a refund as long as you haven’t downloaded or watched, used or listened to it.
If you have, then you lose your right to the 14-day cooling off period. If content is faulty, you are entitled to a replacement or a refund.
How do I get someone to refund my money?
If you think you’re entitled to a refund, then in the first instance, you should go back to the store or contact the online retailer.
Depending on what’s wrong, you may be asked for proof or purchase, which could be the original till receipt, or a copy of the transaction on your bank or credit card statement.
Can shops refuse to give you a refund?
If you want to return unwanted items to a bricks and mortar shop, they can refuse, as under consumer law you’re not legally entitled to a refund.
However many stores, typically the larger chains, do have generous goodwill returns policies, typically around 28 days, (but may be longer).
If this is the case, then providing items are unopened, or in their original packaging, they may give you a full refund, if you show an original till receipt, or other proof of purchase, like a bank or credit card statement.
Stores may adopt a different policy for returning unwanted sale items.
What can you do if a company won’t give you a refund?
If you’re due a refund and the retailer just won’t pay up, or goes bust before they can pay you, then depending on how you paid, you may be able to ask your bank or credit card company for a refund.
If you paid with a credit card, you have automatic protection against faulty goods, (under Section 75 of the Consumer Credit Act), providing the item costs over £100 and under £30,000.
If you paid by debit card, you can ask your bank to do a Chargeback - which reverses the transaction to get a refund from the retailer’s bank.
If you paid by PayPal, with an online order, you may be able to get a refund through PayPal itself.
Who can I complain to about poor service?
If you want to complain about poor service, it’s worth going to the top and contacting the person running the company. With large companies, you can often find the company chief executive’s email address at CEOemail.com
Write a brief email explaining the problem and say what you want, whether it’s a refund or apology, and if you’re still not getting anywhere, try Resolver.
It allows you to make complaints to a huge range of companies across many different industries, ranging from travel to hospitality to retail. It's a free, simple service that makes sure your complaint is handled by the correct authorities.
