Shop returns and the difference between your rights and a store's goodwill
Taking back something faulty is protected by law. Taking back an unwanted jumper usually is not. A guide to what you are entitled to in store and online.
Many shoppers assume they have a legal right to return anything within 28 days. They do not. What the law protects depends on two things: whether the item is faulty, and whether you bought it in a shop or at a distance, online, by phone or from a catalogue.
If the item is faulty
The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. If they are not, the law is on your side, wherever you bought them.
- Within 30 days of buying it, you can reject a faulty item and get a full refund.
- After 30 days and up to six months, the shop gets one chance to repair or replace it. If that fails, you can ask for a refund.
- Within the first six months, it is assumed the fault was there when you bought the item, unless the shop can show otherwise.
- After six months, you can still claim, but it is up to you to show the fault was there from the start, and a refund may be reduced to reflect the use you have had.
Your claim is with the shop that sold you the item, not the manufacturer. A shop cannot tell you to take it up with the brand instead.
Perishable goods such as food and flowers have a shorter window, which reflects how long they could reasonably be expected to last.
If you simply changed your mind
Buying in a shop gives you no automatic right to return something just because you no longer want it. Most big retailers offer a returns policy anyway, but that is goodwill, and the shop sets the rules. It can offer an exchange or a credit note rather than a refund, set its own time limit and ask for a receipt.
Check the policy before you buy, especially for presents. Many stores extend their returns period over Christmas or offer gift receipts, which let the person who receives the present take it back without showing the price.
Buying online, by phone or by catalogue
Distance shopping is treated differently, because you cannot see the item before you pay. Under the Consumer Contracts Regulations 2013 you have a 14-day cancellation period that starts the day after the goods arrive. You then have another 14 days to send them back. The retailer must refund you within 14 days of getting the goods back, or of you showing proof you sent them.
The refund should include the standard delivery charge you paid. You may have to pay for return postage if the retailer told you so before you bought.
Some things are not covered by the cancellation right, including:
- items made to your specification or personalised
- perishable goods
- sealed hygiene products, such as cosmetics, once the seal is broken
- sealed CDs, DVDs and software once they have been unsealed
These exceptions apply to changing your mind only. If the item is faulty, your rights under the Consumer Rights Act still apply.
Paying by card helps
If you paid between £100 and £30,000 on a credit card, section 75 of the Consumer Credit Act makes the card provider jointly responsible with the retailer, which can help if a shop refuses to put things right or goes out of business. Debit card payments may be covered by a chargeback scheme instead, which is run by the card networks rather than set out in law.
Citizens Advice can help if you are stuck, and its consumer helpline can explain your options.
