General Article Accepting returns and giving refunds: the law

Topic Selected: Consumerism
This article is 9 years old. Click here to view the latest articles for this topic.

You must offer a full refund if an item is faulty, not as described or doesn’t do what it’s supposed to.



When you don’t have to offer a refund

You don’t have to refund a customer if they:

  • knew an item was faulty when they bought it
  • damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
  • no longer want an item (e.g. because it’s the wrong size or colour) unless they bought it without seeing it.

You have to offer a refund for certain items only if they’re faulty, e.g.:

  • personalised items and custom-made items, e.g. curtains
  • perishable items, e.g. frozen food or flowers
  • newspapers and magazines
  • unwrapped CDs, DVDs and computer software.

Customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.


Online, mail and phone order sales

Online, mail and telephone order customers have the right to cancel for a limited ti...

Would you like to see the rest of this article and all the other benefits that Issues Online can provide with?

Sign up now for a no obligation FREE TRIAL and view the entire collection