Returns & refunds Advice

Returns & refunds

Under the Consumer Rights Act, you have the right to a return or refund if something you buy is faulty or unfit for purpose. We help you navigate the law so you're not left out of pocket.

I want to return my goods, what are my rights?

Do you know your rights if something you buy develops a fault? We tell you when you're entitled to a refund and what you can do if a retailer fobs you off when your goods are faulty.

Which? Team

I want to return something bought online

If you've bought goods online, the Consumer Contracts Regulations - which replaced the Distance Selling Regulations in June 2014 - give you additional rights return an item.

Which?

How can I get my money back if a company goes bust?

It’s becoming increasingly common for shops to fail. But what happens if you haven’t received a product or service from a company that goes bust? Which? explains what you can do.

Which?

Faulty product? How to get a refund, repair or replacement

Do you know your rights if something you've bought develops a fault? Under the Consumer Rights Act you have the right to reject it and get your money back, or you can have it repaired or replaced. Read our guide to make sure you're not left out of pocket.

Hannah Downes

I want to return an unwanted gift

You can return a gift if you have proof of purchase, and know the date the gift was received if it was bought online.

Which?

Can I get a refund on a digital download?

A digital download is classed as data that is produced and supplied in digital form – for example, ebooks, apps or online films.

Which?

What can I do if a retailer goes into administration?

You may be able to use gift vouchers, return faulty goods or use your warranty if a retailer goes into administration. Read the Which? guide to find out what you can do in this situation.

Which?

When can I use a manufacturer's warranty or guarantee?

Manufacturer warranties and guarantees can be more generous than your statutory rights in some respects, but you can also lean on your rights to get the problem fixed. Read our Which? guide for guidance on the pros and cons.

Which?

What is a Company Voluntary Arrangement (CVA)?

A raft of CVAs have been struck in the last year as retailers struggle amid surging costs, rising business rates, competition from online rivals and a slowdown in consumer spending. Here’s what you need to know about CVAs

Which?

Who pays to return late unwanted goods?

If you're looking to return or cancel an order because it’s late or hasn’t shown up, we give you the lowdown on what you're entitled to and who pays.

Which?

How to complain to a company if you didn't get what you paid for

Didn't get what you paid for? You have a right to complain and get a refund or replacement.

Hannah Downes

How to return an item bought from an EU country

If an item you bought online or on holiday from an EU country develops a fault, or you change your mind, find out how to return the item or get a replacement.

Which?

Can I return a smart toy that I’m concerned could be hacked?

If you’ve purchased smart toys for children which you're now concerned could be hacked, don’t worry - there are steps you can take to try to return them.

Which?

A retailer is charging for a return – do I have to pay?

More stores are beginning to charge customers to make returns on online orders, but how does this affect your consumer rights?

Tali Ramsey

Regulations

Consumer Rights Act 2015

The Consumer Rights Act protects you in almost all purchases you make. Here we explain what it means when buying goods or services