Refund Rights Explained: When You're Entitled to Your Money Back

Confused about when you can get a refund? This guide explains your legal rights in plain English, covering the 30-day rule, Section 75 protection, chargebacks, and more.

The 30-Day Refund Rule

Under the Consumer Rights Act 2015, if you buy something that's faulty, not as described, or unfit for purpose, you have 30 days from delivery to reject it and get a full refund.

Example: You buy a "brand new" laptop, but it arrives with scratches and a missing key. You can return it within 30 days for a full refund—no questions asked.

What counts as "faulty"?

• Doesn't work properly
• Breaks within a short time
• Doesn't match the description or photo
• Isn't fit for the purpose you told the seller about

What doesn't count?

• You changed your mind (unless you bought online—see below)
• You damaged it yourself
• You were told about the fault before buying

After 30 Days: Repair, Replacement, or Partial Refund

After 30 days, you can't demand a full refund immediately. Instead, you must give the retailer one chance to:

1. Repair the item, or
2. Replace it with a new one

If they can't repair or replace it, then you get a refund—but it may be partial (reduced for the use you've had from it).

Example: A washing machine breaks after 3 months. The retailer must repair or replace it. If they can't, you get a partial refund (e.g., £400 instead of £500).

How Long Do Your Rights Last?

You have up to 6 years to claim for defects (5 years in Scotland). However:

• First 6 months: The retailer must prove the item wasn't faulty when sold
• After 6 months: You must prove the item was faulty when sold

Example: A sofa collapses after 2 years. If you can prove it was poorly made (e.g., weak frame, cheap materials), you can claim a refund or repair.

Online Shopping: The 14-Day Cooling-Off Period

If you buy something online, by phone, or by mail order, you have a 14-day cooling-off period to change your mind—even if there's nothing wrong with it.

How it works:

1. You have 14 days from delivery to tell the seller you want to return it
2. You then have another 14 days to send it back
3. The seller must refund you within 14 days of receiving the item

What you pay:

• The seller must refund the item cost and standard delivery
• You pay return postage (unless the item is faulty)

Exceptions (no cooling-off period):

• Personalized or custom-made items
• Perishable goods (food, flowers)
• Sealed items opened (CDs, DVDs, software)
• Newspapers and magazines
• Hotel bookings and car hire

Section 75: Credit Card Protection

If you paid by credit card and spent between £100 and £30,000, your credit card company is jointly liable with the retailer under Section 75 of the Consumer Credit Act.

What this means:

• If the retailer goes bust, your card company must refund you
• If the product is faulty and the retailer refuses a refund, your card company must pay you back
• If you were mis-sold something, your card company is liable

How to claim:

1. Contact your credit card company (not the retailer)
2. Explain the problem and provide evidence
3. They must investigate and respond within 8 weeks
4. If they refuse, escalate to the Financial Ombudsman Service

Example: You book a holiday for £2,000 on your credit card. The travel company goes bust. Your credit card company must refund you the full £2,000.

Important: Section 75 only applies to credit cards, not debit cards or charge cards.

Chargeback: Debit Card Protection

If you paid by debit card, you don't have Section 75 protection, but you can use chargeback.

Chargeback is a scheme run by Visa, Mastercard, and other card networks. It's not a legal right, but most banks honor it.

When to use chargeback:

• The item never arrived
• The item was faulty or not as described
• You were charged twice
• The company went bust before delivering

How to claim:

1. Contact your bank's chargeback team
2. Provide evidence (order confirmation, photos, emails)
3. The bank will investigate and may refund you

Time limit: Usually 120 days from the transaction date.

PayPal Buyer Protection

If you paid via PayPal, you're covered by PayPal Buyer Protection for:

• Items that don't arrive
• Items that are significantly different from the description

How to claim:

1. Open a dispute in your PayPal account
2. Provide evidence
3. PayPal will investigate and may refund you

Time limit: 180 days from the transaction date.

Sale Items: Do You Still Have Rights?

Yes. Sale items have the same rights as full-price items. If they're faulty, you get a refund.

Myth: "No refunds on sale items." Truth: Retailers can't remove your legal rights. If a sale item is faulty, you're entitled to a refund.

Exception: If the retailer told you about the fault before you bought it (e.g., "slight scratch on the side"), you can't claim a refund for that specific fault.

Refunds for Services

If you paid for a service (plumber, hairdresser, car repair) and it was done poorly, you can:

1. Ask them to redo it for free
2. Get a partial refund
3. Hire someone else and claim the cost back

Example: A plumber fixes your boiler, but it breaks again the next day. You can demand they fix it properly for free, or hire another plumber and claim the cost back.

How to Claim a Refund

Step 1: Contact the Retailer

Start with a polite but firm email or letter. Include:

• What you bought and when
• What's wrong with it
• What you want (refund, repair, replacement)
• A deadline (e.g., "I expect a response within 14 days")

Step 2: Escalate to Trading Standards

If the retailer ignores you, report them to Citizens Advice Consumer Service (0808 223 1133).

Step 3: Use Alternative Dispute Resolution (ADR)

Many industries have free ADR schemes:

• Retail ADR (shops)
• CISAS (telecoms)
• Ombudsman Services (energy, property)

Step 4: Small Claims Court

If all else fails, you can sue in small claims court (up to £10,000). It costs £25-£455 depending on the claim size.

Common Refund Myths

"You must have a receipt"

False. A receipt helps, but bank statements, emails, or witness testimony can prove purchase.

"Retailers can refuse refunds after 30 days"

False. You have up to 6 years to claim for defects.

"You can't return personalized items"

True for online purchases (no cooling-off period), but false if the item is faulty (you still have rights under the Consumer Rights Act).

Need Help Claiming Your Refund?

Complaint Monkey generates professional, legally-backed refund request letters that reference the Consumer Rights Act 2015. We'll make sure retailers know you mean business.

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