Key facts (2026): Under the Consumer Rights Act 2015, you have a 30-day right to a full refund for goods that are faulty, not as described, or not fit for purpose. After 30 days you are entitled to repair or replacement first. Retailers cannot override these rights with their own return policies — your statutory rights take precedence.
UK consumer rights around refunds are among the strongest in the world, but retailers do not always volunteer what you are legally entitled to. Many have their own return policies (often less generous for faulty goods than the law requires) and some staff are trained to offer store credit or exchange rather than the refund you are legally entitled to.
The 30-Day Right to Reject
Within 30 days of purchase, if goods are faulty, not as described, or not fit for purpose, you have the right to a full refund — no questions asked, no repair attempt required. The retailer cannot insist on repair or replacement within this 30-day window. They cannot offer store credit instead of a refund (unless you agree). The 30 days starts from the date of delivery, not the date of purchase for online orders.
After 30 Days — Repair or Replacement
Between 30 days and 6 months, the right to a full refund ends. Instead you are entitled to one repair or replacement attempt. If the repair or replacement fails, takes too long, or is not possible, you can then claim a full refund (or after 6 months, a partial refund reflecting use). After 6 months, the burden shifts — you must prove the fault existed at the time of purchase, which may require independent evidence.
Online Purchases — Additional Rights
For online purchases, you also have a 14-day right to cancel and return goods under the Consumer Contracts Regulations 2013 — regardless of whether the goods are faulty. This 14-day right applies to most online and distance-selling purchases (with exceptions for personalised items, perishables, and digital content). You pay for return postage unless the retailer pays it or the goods are faulty.
Our Verdict
Always quote the Consumer Rights Act 2015 specifically when making a refund complaint — many retailers become more cooperative when they realise you know your legal rights. If refused, the next step is a credit or debit card dispute (Section 75 or chargeback). Small Claims Court is the final option for significant amounts and has a straightforward online process at gov.uk/make-court-claim-for-money.
Frequently Asked Questions
What is my right to a refund UK?
Under the Consumer Rights Act 2015, you have a 30-day right to a full refund for faulty, misdescribed, or unfit-for-purpose goods. After 30 days, repair or replacement first, then refund if those fail.
Can a retailer refuse a refund for a faulty item?
No — if the item is genuinely faulty, the Consumer Rights Act gives you clear rights. A retailer refusing a refund within 30 days is acting unlawfully.
Do I have refund rights for online purchases?
Yes — in addition to faulty goods rights, you have a 14-day right to cancel most online purchases under the Consumer Contracts Regulations, regardless of fault.
Disclaimer: For informational purposes only. Verify with gov.uk or qualified professionals before making decisions.
Last updated: April 2026 · Author: Chandraketu Tripathi
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