Q&A: your shopping rights

Understand your shopping rights

We’ve all experienced the disappointment of spending money on something that turns out not to be up to scratch. And what if you buy by mail order and the product is faulty, doesn’t arrive or is damaged in transit? Here’s everything you need to know when it comes to getting a refund, whether you’re shopping on the high street or by mail order What are my rights of return?

When returning in-store purchases, you may not always be entitled to a refund. High-street shops aren’t obliged to accept returns unless an item is faulty, not as described, or is unfit for purpose but, thankfully, many provide a ‘goodwill’ returns policy. Most shops will have a refund window of 28 days for non-faulty goods, but if in doubt, always check the receipt or the retailer’s website. It’s worth knowing that if a shop has a returns policy, it has to stick to it.

If you’ve bought an item online, over the phone or by mail order, you have certain additional rights under the Consumer Contracts Regulations. This gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods. You then have a further 14 days from the date you notify the retailer that you’d like to cancel your order and return the goods to them.

What if I’ve lost the receipt?

If you simply change your mind, the retailer has no legal obligation to give you your money back. However, many stores will offer an exchange or credit note, so it’s always worth asking. If you’re returning a branded item to a retailer without a receipt it could be refused,

Most shops will have a refund window of 28 days for non-faulty goods

If you simply change your mind, there is no legal obligation to refund you

since they could argue the possibility that it has been purchased elsewhere, unless you can prove otherwise.

If your goods are faulty and you don’t have the receipt, you still have the right to a repair, refund or replacement as under the Consumer Rights Act. You just need to show proof of payment, such as a bank statement with the transaction on it.

What if the tags have been cut off an item?

If an item is faulty, it can still be returned without the tags or a receipt. If the item isn’t faulty, you are subject to the store’s rules. The same applies if a product isn’t returned in its original box or if it was bought with a credit note. However, most retailers will often use their discretion if the item is clearly unused.

Can I get a refund on sale goods?

You can only return non-faulty sales goods bought in-store for an exchange or refund if the retailer has a returns policy. Shops don’t have to have a sales returns policy for items bought in store, but if they do have one, they must stick to it. However, return restrictions are often placed on sale items, so always check before buying.

Does paying with a credit card provide insurance?

Under Section 75 of the Consumer Credit Act, your credit card company is jointly liable if something goes wrong with a product or a service you’ve paid for by credit card. If you’ve spent more than £100 and less than £30,000 you can claim on your credit card if something goes wrong. For example, if you’ve ordered a sofa but the company involved goes bust before it’s delivered and is not able to give you a refund, you can claim the money back from your credit card issuer.

How safe is PayPal?

PayPal is a secure way of paying for products online. In some circumstances, PayPal will reimburse you if you don’t receive what you paid for from a seller, or if an item was received but was ‘significantly not as described’, under the PayPal Buyer Protection scheme. You’re entitled to raise a claim within 180 days of payment via PayPal’s Resolution Centre. ■ Visit www.paypal.com/uk

If I buy a gift for someone can they return it, or do I need to?

If you’re buying a gift always ask for a gift receipt – that way the recipient can return it if needs be. If it was bought online, over the phone or by mail order, the person who bought the gift will have to apply for the refund and should have the right to return it under the Consumer Contracts Regulations (see above).