UK Refund Rights: Consumer Law Explained (2026)

Overview

A refund policy is the set of rules that govern when you can return something and get your money back. In the UK, two separate things sit behind every refund situation: your statutory rights, which come from consumer protection law and cannot be contracted out of, and the retailer's own returns policy, which is an additional layer offered on top.

The Consumer Rights Act 2015 is the main piece of legislation that applies when you buy from a business as a private consumer. It sets minimum standards for goods, digital content and services, and gives you specific remedies when those standards are not met.

Separately, the Consumer Contracts Regulations 2013 give extra rights when you buy at a distance, for example online or by phone, including a cooling-off period for most purchases. Retailer policies often go further than the law requires, offering longer return windows or accepting unwanted items, but they can never reduce your statutory entitlements.

Key steps

1. Check what went wrong and when you bought the item. Refund rights depend heavily on timing and the nature of the problem. A short-term right to reject faulty goods typically applies within 30 days of purchase or delivery. After that, different remedies kick in, so note the date you received the item and exactly what is wrong with it before contacting the seller.
2. Gather your evidence. Find the receipt, order confirmation email, bank statement or delivery note that proves the purchase. Take clear photos of any fault, keep the original packaging if you can, and save any correspondence with the seller. Written evidence makes a significant difference if the dispute escalates and you need to involve a third party.
3. Contact the retailer in writing. Email or a message through the retailer's contact form is better than a phone call because it creates a record. State what you bought, when, what the problem is, and what you want, whether that is a repair, replacement or refund. Reference the Consumer Rights Act 2015 if the item is faulty and give a reasonable deadline for a response.
4. Escalate if the retailer refuses or ignores you. If the first response is unhelpful, ask for the complaint to go to a manager or the customer services team. Many sectors have alternative dispute resolution schemes or ombudsman services that can intervene without the need for court action. Your card provider may also be able to help through chargeback or section 75 protection if you paid by credit card.
5. Consider small claims if all else fails. Where a retailer simply will not engage, the small claims track of the County Court handles low-value consumer disputes relatively cheaply. Court fees apply and you should check the current amount on gov.uk. Before issuing a claim, send a final letter before action setting out your position and giving a last opportunity to resolve matters.