Returning goods: your legal rights How to complain
Summary
A quick summary of your rights:
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You can reject goods within a 'reasonable' time and get a refund
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You can ask for a repair or replacement if it's too late to reject it
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Store returns policies are part of their contract with you
If you want to send something back
Step one: tell them you're unhappy
Contact the retailer straight away if you want to return something. Let them know why you're returning it, tell them it is available for collection, and that you expect a full refund. It's always best to do this in writing.
In the meantime, don't use the item, and don't have it fitted if it's something like a carpet. If you do anything to suggest you are happy to keep the item, the retailer might not agree to take it back.
Step two: the response
If the retailer offers to repair the item, but you would prefer a refund, let them know. If you are returning the item within a reasonable time, they are supposed to offer you a refund if you want one.
If the retailer refuses to allow you to reject the goods, or does not respond, you have two main choices:
- The easy way: if you paid for some or all of the purchase with a credit card, take up the matter with your card company. Under the Consumer Credit Act, they are jointly liable along with the retailer for the contract.
- The hard way: consider taking the retailer to the small claims court. You can do this if the value of your claim is below a certain amount (£5,000 in England and Wales, £3,000 in Scotland, or £2,000 in Northern Ireland). If you want to do this, send a 'letter before action': a letter giving the retailer a final chance to give you your money back, and saying you will be taking court action if they do not.
If you decide that you don't want the item you've ordered online
Step one
As soon as you know that what you ordered isn't what you want, let the retailer know. Check the retailer's terms and conditions to see if they say how you should do this.
If you cancel by phone, confirm it in writing as soon as possible.
Step two
Return the item as soon as you can. The retailer's terms should say who must pay for sending something back – if they don't say, then they must pay (either by arranging to collect the item, or refunding the postage).
The terms and conditions may also say how items must be returned, but these must be reasonable - the seller can't have requirements that are so expensive or involved that it would be cheaper and easier for you to keep the item.
