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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.:

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 telephone order customers have the right to cancel for a limited ti...