Do you know when you’re entitled to a refund and when you’re not? When a retailer can offer a credit note or exchange instead? Most people don’t, which is why refund disputes are so common.
Refund rights are one of the fundamentals of shopping, yet they’re often poorly understood.
That lack of clarity can turn a simple return into a frustrating battle.
With UK eCommerce spending set to exceed £260 billion by 2025 and millions more still being spent in physical stores, knowing your rights matters.
The UK has a consumer economy, our spending keeps retailers, suppliers, and manufacturers in business. In return, the law gives us protections to make sure we aren’t left out of pocket when things go wrong.
This guide covers the rules you can rely on, the latest changes in 2025, and what to do when retailers try to fob you off.
Your legal right to a refund
Your legal rights as a consumer are protected by two main pieces of legislation, the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Both outline some fundamental rights every consumer who buys from UK retailers is entitled to.
They set out the following core rights:
- 30-day right to reject faulty goods for a full refund
- Free repair or replacement if an item develops a fault
- Full refund if a repair or replacement fails
- Full refund (no deductions) in the first six months for faulty goods (except vehicles)
These apply whether you buy in store, online, or over the phone. They cover physical goods, digital products, services, and content.
Important: These rights relate to faulty or misdescribed items, not to changing your mind.
Faulty items
An item is legally “faulty” if it:
- Isn’t of satisfactory quality (reasonable for the price paid)
- Isn’t as described
- Isn’t fit for its intended purpose
- Doesn’t last a reasonable length of time
Examples:
- A washing machine that breaks after three months
- A coat with a zip that falls off after one wear
- A laptop battery that stops holding charge after two weeks
Your rights in practice:
- Within 30 days: Reject and get a full refund
- 31 days to 6 months: Repair or replacement first. Refund if that fails
- After 6 months: You must prove the fault was present at purchase (e.g., via an independent report)
Don’t let retailers send you to the manufacturer. Your contract is with the retailer, and they’re legally obliged to handle your claim.
As you can see, there is some ambiguity in those rules. In general, you have to use ‘reasonable’ as your guide.
For example, is it reasonable for a washing machine to develop a fault after 3 months? What about a year?
The answer would be no, especially for more expensive washing machines.
You have to apply that same logic to whatever item you may be trying to refund.
Some retailers will try to send you to the manufacturer to get a refund or replacement. That’s not right.
Your contract is with the retailer and not with the manufacturer. The retailer is legally obliged to handle the refund, repair or exchange for you.
Your legal right to change your mind
That’s actually a trick headline because you don’t have a legal right to change your mind on a purchase when bought in store.
You do have a legal right to change your mind when buying online though.
Bought in store
You have no right to buy something and expect a full refund if you change your mind. Your only right is in relation to faulty items.
Most retailers have a customer-friendly policy of providing refunds if the goods are in original condition.
Some retailers may offer an exchange or some kind of store credit instead. This is still perfectly legal if you simply change your mind.
If a store publishes a refund policy (usually on the wall by the checkout) they have to abide by those published rules as it forms part of the contract.
Buying online
Buying online is slightly different as you have a cooling off period of 14 days. This is contained within the Consumer Contracts Regulations.
If you buy something online, you have 14 days after delivery to inform the retailer you changed your mind.
You then have a further 14 days to return the item to the retailer at your own expense.
There are exceptions to the cooling off period.
Items you cannot return during a cooling off period except if faulty include:
- Customised and personalised items
- Perishable items like food or flowers
- Open sealed items like DVDs or computer games
- Limited life items such as newspapers and magazines
- Event, concert or cinema tickets
- Most digital downloads like games, music or videos
- Gaming, betting or lottery items
Aside from these items mentioned here, you have a full 28 days to change your mind and return the item to the retailer.
You do have responsibilities though. The item must be in original condition complete with original packaging.
Despite what some retailers may try to tell you, the outer packaging can be opened (except DVDs, games etc.).
How else are you to know whether a product is fit for purpose or not?
As long as the item itself is in original condition and the packaging has not been overly damaged except to remove the item, you’re still covered.
New in 2025: Tougher enforcement and subscription rules
- Digital Markets, Competition and Consumers Act 2024 (DMCCA):
As of April 2025, the CMA can fine retailers up to 10% of global turnover for misleading refund policies or failing to honour legal rights — no court needed. - Subscription renewals:
Long-term subscription renewals (12 months or more) now come with a 14-day cooling-off period at renewal, and businesses must remind you of it.
Holiday and gift returns
Over Christmas, many retailers extend their returns policy into January, but that’s goodwill, not law. Faulty goods and online cooling-off rights still apply all year.
If returning a gift, check if you’ll get the refund or store credit (often it goes back to the original purchaser).
Quick-reference refund rights table
| Situation | Your legal right | Time limit | Who pays return costs? |
|---|---|---|---|
| Faulty goods (anywhere) | Full refund | 30 days | Retailer |
| Fault develops | Repair/replacement; refund if fails | 6 months | Retailer |
| Change of mind (in store) | None (unless policy) | N/A | N/A |
| Change of mind (online) | Cooling-off refund | 14+14 days | You (unless faulty) |
| Retailer didn’t tell you about cooling-off | Cooling-off refund | 12 months + 14 days | You (unless faulty) |
Right to refund FAQs
Can a retailer refuse a refund?
A retailer cannot legally refuse a refund for a faulty item. They can legally refuse a refund if you changed your mind though. If you’re trying to return a faulty item and the retailer is refusing, you have options. Raise a complaint with the retailer’s head office or contact the Consumer Ombudsman who will try to help.
Are sale items still covered under the right to refund?
Yes, sale items are still covered under the right to refund if faulty, as long as they were not in the sale as seconds. If it’s a standard sale like Black Friday or New Year sales, you have the same rights as non-sale items.
What happens if goods are damaged on delivery?
If goods are obviously damaged on delivery, you should not accept them from the courier. They may try to make you accept the item, but you are perfectly entitled to refuse. If the outer packaging is intact and the item inside is damaged, you have the same rights as with faulty items.
What happens to a refund if the retailer goes out of business?
If you need a refund from a retailer that has gone out of business, you still may have options. You can claim the refund in the normal way and the administrators will assess and perhaps pay. If you paid by credit card, you may be able to claim from your credit card company under Section 75 of the Consumer Credit Act 1974.
What happens if I buy something in a shop and it breaks after six months?
You may still have a claim under the Consumer Rights Act, but you’ll need to prove the fault was there from the start — often via a repair report or expert opinion.
Can I get my return postage refunded for online orders?
Yes, if the item is faulty or not as described. If you simply change your mind, you usually cover the return postage yourself.
Do I have the same rights when buying from small businesses or market stalls?
Yes, if they’re trading as a business. Private sales have different rules and far fewer protections.
How long does a retailer have to process my refund?
For online cancellations, 14 days from getting the goods back (or proof of return). In-store faulty refunds should be processed “without undue delay”.
What if I used a gift card to pay?
Refunds are usually given back in the same form as payment — so if you paid with a gift card, expect the refund on a gift card unless the store’s policy says otherwise.
