5 Things to Know About Refunds and Returns

1. Faulty goods

Statutory rights apply and cannot be excluded by any policy.

Goods must be of satisfactory quality, fit for purpose and as described.

There is generally a short initial window for rejection and a full refund, then a period during which repair or replacement applies.

These rights apply regardless of whether you have the original packaging or a receipt, though proof of purchase in some form is needed.

2. Changing your mind in a shop

There is generally no legal right to return non-faulty goods bought in person.

Retailers offer this voluntarily as a goodwill policy, which they set and can limit — a time window, original packaging, exchange rather than refund.

Sale items are frequently excluded from goodwill policies and are not excluded from statutory rights for faults.

3. Buying at a distance

Online, telephone and mail order purchases usually carry a legal cancellation period in regulated markets, typically starting when the goods arrive.

This applies whether or not anything is wrong with the item.

Certain categories are commonly excluded: personalised goods, perishables, sealed hygiene products once opened, and digital content once downloaded with consent.

You may be responsible for return postage unless the item was faulty or the retailer stated otherwise.

4. Making the claim

Contact the retailer, not the manufacturer, since the contract is with the retailer.

Put it in writing, state what is wrong and what remedy you want.

Keep proof of purchase and of your communications.

Refunds should generally be made by the original payment method within a defined period.

5. If refused

Escalate through the retailer's formal complaints process.

Alternative dispute resolution schemes exist in many sectors and are usually free.

Card payment protections — chargeback, and shared liability on credit cards in some jurisdictions — provide a further route.

Final Thoughts

Faulty goods engage statutory rights that no shop policy can remove. Changing your mind engages a goodwill policy in a shop and a legal cancellation right online, and confusing the two is why returns conversations go badly.