The answer is true, read on to find out more. 

The good news is that most retailers choose to provide a 'goodwill' returns policy offering an exchange, refund or credit note for most returns.

And if your item was bought online, over the phone, or by mail order you have additional rights to return it under the Consumer Contracts Regulations, which subsumed the Distance Selling Regulations in June 2014.

You can only return non-faulty goods for an exchange or refund if the retailer has a returns policy. 

It's worth noting that shops aren't required by law to have a returns policy, but if they do have one they must stick to it.

Under the Sale of Goods Act you have a statutory right to return something and get your money back if it's faulty.

But you're only entitled to a refund if you return it within three to four weeks, otherwise you can get a repair or replacement

Returns policies are usually displayed on receipts, on signs in-store and online.You can also ring the shop's customer services line to find out its returns policy.

Most retailers impose time limits for returning non-faulty products, such as 28 days, but many extend around Christmas for example, so you might have more time than you think.

If you paid by credit card, you also have extra protection under Section 75 of the Consumer Credit Act. 


  • High street shops don’t have to accept returns on non-faulty items
  • If a shop has a returns policy, it has to stick to it
  • Check in-store or on your receipt for the returns policy
  • Most shops have a limit for non-faulty returns, usually 28 days

Most retailers have policies which stipulate that they will accept non-faulty returns, as long as items are unused and in perfect condition with their undamaged original packaging.

But there are some returns exceptions worth knowing about.

  • DVDs, music and computer software  Many retailers refuse returns if the seal or packaging has been broken.
  • Perishable items  You won't usually be able to return an item if it's perishable. This includes food and flowers.
  • Made to order  If an item has been made to order or personalised it's very unlikely that you'll be able to return it.

Depending on a retailer’s returns policy some will only exchange or give you a credit note, while others will give you a refund. But all shops usually require a few key things.

  • A receipt  Always keep your receipt and take it with you. If you’re buying a gift for someone else, ask for a gift receipt so that they can change it themselves.
  • The card you paid with  If you paid for an item on a debit or credit card, take it with you when you return the item. This is especially important if you want a refund as its often credited to the card you paid with.
  • The original packaging  We’ve said it already, but don’t underestimate the importance of taking the item’s original packaging with you. Even down to the pesky cable ties.


A recent Which? investigation revealed some retailers are giving misleading advice on returning faulty goods.

If you need tailored advice to get the result you're entitled to, you can speak to a Which? Legal expert for just £43.

Call 01992 822 829 or read our guide for more details.

If you simply change your mind, the retailer has no legal obligation to give you you money back, should you return an item without a receipt. However, many stores will offer an exchange or credit note, so its always worth asking.

If your goods are faulty and you don't have the receipt, you still have the same rights to a repair, refund or replacement as under the Sale of Goods Act.