Find out everything you need to know about your rights to a refund.
With the January sales in full swing and unwanted Christmas presents sitting unused in the corner, knowing your rights to a return at this time of year is a must.
So, to help you understand exactly where you stand, we explain your refund rights on:
1. Unwanted goods -
Contrary to popular belief, you're not automatically entitled to a refund just because you have changed your mind about a purchase. Instead, it is down to the goodwill and customer services policy of the retailer.
Many larger stores will be willing to offer a refund, credit note or exchange within a certain time frame, providing you have the receipt. However, this is by no means a given which is why it is important to check a retailers refund policy before you buy.
2. Faulty goods -
Under the Sale of Goods Act 1979 any item you purchase from a retailer should be as described, of a satisfactory quality and fit for purpose. This means that if a product turns out to be damaged or faulty at the time of sale, or if a fault emerges over time, you are entitled to a refund, repair or replacement from the retailer.
It's worth bearing in mind that when you return an item the retailer is likely to ask for proof of purchase. While the most ideal proof of purchase is your receipt, if you don't have this, a credit card statement or cheque stub for the sale may also be accepted.
If you return an item as faulty within 6 months of purchase then the onus is on the retailer to prove otherwise. However, after 6 months the liability shifts and you will need to prove that the fault was present at the time of sale before a refund will be granted.
3. Online purchases -
When you buy goods online, over the phone or by post you have 7 days grace after placing your order to change your mind and cancel, this can be for any reason. You will however need to notify the retailer in writing within this time frame and return the goods within 21 days if they have already been dispatched. The retailer is then obliged to issue a full refund within 30 days.
When you shop online there are a number of exceptions to these Distance Selling Regulations that you need to be aware of. These include goods that are:
- made to your specifications or personalised.
- considered perishable (such as flowers or fresh food).
- sealed on delivery but have been opened (such as DVDs, CDs and computer games).
- newspapers, magazines or periodicals
- betting, gaming or lottery based
If an item you purchase online turns out to be faulty you are protected by the same rights that apply to purchases made in person. However, the retailer is also responsible for covering the cost of returns.
4. Goods with a warranty -
Any warranty that you have on a product is in addition to your statutory rights with the retailer. This means that they should be your first port of call when a product turns out to be faulty - you shouldn't simply be referred to the manufacturer.
5. Goods that are damaged in transit -
It is the retailer's responsibility to ensure that your purchase arrives in a timely and satisfactory condition. This means that they are responsible for providing you with a refund, repair or replacement if the goods are lost or damaged during transit.
6. Goods purchased on sale or as seconds -
All of the refund rights detailed above apply regardless of whether you purchase a product on sale or as a second.
For more information on your rights as a consumer visit the government's official website.
