Refunds and returns: your UK consumer rights explained
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Quick answer: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Faulty goods can be rejected for a full refund within 30 days, and online purchases usually carry a 14-day right to change your mind.
Knowing your refund rights stops shops fobbing you off. UK law gives you strong protections when something is faulty, and extra rights when you buy online or pay by credit card. This guide explains what you are entitled to and how to claim it.
Last reviewed:
Read the full credit cards & loans guide →Primary source: www.gov.uk/consumer-protection-rights
Faulty goods vs changing your mind
If an item is faulty, the Consumer Rights Act gives you a short-term right to reject it for a full refund within 30 days. After that you can ask for a repair or replacement, and a refund if that fails. These rights are against the retailer, not the manufacturer.
Changing your mind is different. In shops there is no automatic right to a refund unless the store offers one, but for most online and distance purchases you have 14 days to cancel and return for a refund, even if there is nothing wrong with the item.
Extra protection when you pay by card
For credit card purchases between £100 and £30,000, Section 75 of the Consumer Credit Act makes the card provider jointly liable with the retailer if something goes wrong — useful if a company goes bust. Debit card and sub-£100 purchases may be covered by the voluntary chargeback scheme instead.
Keep receipts and order confirmations, put complaints in writing, and escalate to the Financial Ombudsman if a card provider wrongly rejects a Section 75 claim.
Common questions
Can I always return something I bought in a shop?
Only if it is faulty, or the shop has a goodwill returns policy. There is no legal right to refund a non-faulty item bought in store simply because you changed your mind.
How long do I have to return online purchases?
Usually 14 days from receiving the goods to cancel, and a further 14 days to send them back, for most online and distance purchases.