General Article Accepting returns and giving refunds: the law

Topic Selected: Consumerism
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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.:

  • personalised items and custom-made items, e.g. curtains
  • perishable items, e.g. frozen f

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