Returns & Refunds

Faulty goods from a retailer

Within 30 days of purchase: full rejection right. 30 days–6 months: retailer must repair or replace first, then refund. After 6 months: burden shifts to you to prove the fault existed at point of sale.

Online / distance purchases

14-day cooling-off period to cancel for any reason. Exceptions include personalised items, perishables, opened hygiene products, and downloaded digital content.

Services not performed properly

Right to have the service repeated at no charge, or to receive a price reduction if repeat performance is impossible or was refused.

Section 75 claim (credit card, £100–£30,000)

Your credit card provider is jointly liable with the retailer under Section 75 of the Consumer Credit Act 1974. Even if only part of the price was paid on credit.

Chargeback (debit card or credit card under £100)

A card scheme rule (not a legal right, but widely honoured). 120-day window from the transaction or expected delivery date.

Buy Now Pay Later (Klarna, Clearpay, etc.)

Raise the dispute with the BNPL provider first. Escalate to the Financial Ombudsman Service (FOS) if unresolved.

Consumer Rights Act 2015, Sections 19–24

Faulty goods: 30-day rejection right, then right to repair/replacement, then right to a final refund.

Consumer Rights Act 2015, Sections 49–56

Services must be performed with reasonable care and skill. Right to repeat performance or price reduction.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

14-day cooling-off right for distance/online contracts. Trader must clearly inform you of this right.

Consumer Credit Act 1974, Section 75

Credit card provider is jointly and severally liable for retailer misrepresentation or breach of contract on purchases of £100–£30,000.