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 f