What is the return, refund, and exchange policy?

In the UK, consumers have a legal right to cancel online orders within 14 days of receipt for any reason, with another 14 days to return them. Faulty items can be returned for a full refund within 30 days. Retailers generally require items to be returned in their original, resellable condition, often with proof of purchase, to process refunds (usually to the original payment method) or exchanges.

What is a return and exchange policy?

A return and exchange policy is a business's set of rules for customers to send back purchased items for a refund (money back), an exchange (different item/size/color), or store credit, typically within a specific time frame and under certain conditions like original packaging, tags, and proof of purchase, balancing customer satisfaction with business needs.
 

What is the return refund law in the UK?

You must offer a refund to customers if they've told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they've told you. You must refund the customer within 14 days of receiving the goods back.

Can a shop refuse a refund or exchange?

Even if you've bought the wrong colour or size, stores don't legally have to refund you simply because you've changed your mind. (It's different if items are faulty.) In reality, many shops offer more generous returns policies. If stores have published returns policies, they have to stick to them.

What items are not returnable?

Non-Returnable Items

• Intimates.
• Swimwear.
• Socks.
• Hosiery.
• Bodysuits.
• Face Masks.
• Custom-Made Clothing.
• Personalized Items.

Shopping - No Refunds or Exchanges

What are your statutory rights for returning goods?

Under the CRA, consumers may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described. They are also entitled to a refund and/or compensation where the seller had no legal right to sell the goods.

Do I legally have to give a refund?

Many retailers offer exchanges or refunds once you have a receipt and they are returned within a certain amount of time and in a saleable condition with all the original labels, tags and packaging. However, this is shop policy and represents a gesture of goodwill – it is not a legal requirement.

What exactly are consumer rights?

These rights exist to keep the marketplace fair and protect you from bad business practices. Remember the 6 consumer rights: safety, information, choice, being heard, redress, and education.

What is the Big 5 return policy?

Return Policy. If you are not satisfied with your purchase, simply return to any Big 5 Sporting Goods store in accordance with the following policy. Items must be in original, unworn, unopened, and saleable condition. Proof of purchase is required for all refunds.

Can I get a refund if I paid by debit card?

Debit cards and chargeback

Debit card payments and purchases aren't covered by section 75 of the Consumer Credit Act. But if you don't get something you have paid for by debit card, and the firm is refusing to refund you, you can ask your bank to 'reverse the transaction' and get your money back via chargeback.

Do I legally need a receipt for a refund?

If you simply change your mind, the retailer has no legal obligation to give you your money back, should you return an item without a receipt. However, many stores will offer an exchange or credit note, so its always worth asking.

What are my consumer rights?

Satisfactory quality – your goods shouldn't be faulty or damaged, and of at least satisfactory quality. For example, second-hand goods aren't held to the same standards as new. Fit for purpose – you should be able to use it for the purpose they were supplied for.

What are the rules for refunds in the UK?

UK returns policy has two main aspects: online/distance purchases (14-day cooling-off for any reason + 14 days to return) and faulty goods (30 days for full refund under the Consumer Rights Act). Retailers must offer a refund for faulty items within 30 days, or repair/replace; after 30 days (up to 6 months), they get one chance to fix it before you can claim a refund, while online purchases have a 14-day "no-fault" cancellation right, plus another 14 days to send it back, including standard delivery costs. 

What is Section 42 of the Consumer Rights Act?

Section 42 of the UK's Consumer Rights Act 2015 outlines a consumer's rights when digital content (like apps, games, music) doesn't conform to the contract, granting rights to repair or replacement, or a price reduction, but notably not a right to reject and immediately get a full refund for faulty digital content, though other remedies like damages might still apply. If pre-contract information (like trader details) isn't provided, consumers can claim costs up to the price paid.

Can a shop refuse to refund an item?

Retailers each have their own policy on unwanted goods. Some give a full refund and others might just offer an exchange or gift voucher, but these are both goodwill gestures - legally they don't even have to do that. Usually, larger stores have better returns policies for unwanted goods.

What to do if a company won't refund you?

Get Outside Help

1. Contact your state attorney general or state consumer protection office. ...
2. Contact a national consumer organization. ...
3. Contact your local Better Business Bureau The Better Business Bureau is made up of organizations supported by local businesses. ...
4. File a report with the FTC.

What items cannot be refunded?

Hazardous Materials – Items containing flammable liquids or gases. Cards – Gift cards, prepaid cards, and game-related digital cards. Digital Items – Downloadable products, music, or subscription services. Grocery Products – Non-returnable, but you may request a refund in some cases.