Returning unwanted gifts Returning unwanted goods

Many people want to return Christmas gifts they don't like

Returning products for a refund or exchange

Believe it or not, high-street shops don't have to accept returns unless an item is faulty, not as described or is unfit for purpose. 

The good news is that most stores choose to provide a 'goodwill' returns policy, offering an exchange, refund or credit note for certain things, including Christmas presents.

If your gift was bought online, over the phone, or by mail order you may have additional rights to return it under distance selling regulations.

Returns policies

You can only return non-faulty goods for an exchange or refund if the shop has a returns policy. Shops don't have to have a returns policy, but if they have one they must stick to it. 

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 details of its returns policy.

Most stores impose time limits for returning non-faulty products, such as 28 or 90 days, but many extend their returns policies around Christmas, so you might have more time than you think. 

Returns policy restrictions

Most shops say non-faulty products can be returned if they are unused and in perfect condition with their undamaged original packaging. There may also be additional restrictions on returning products, depending on the type of item you'd like to return for a refund or exchange.

Common returns restrictions

• Many music, DVD and computer software retailers refuse to change or refund products that are no longer sealed.
• You also won't usually be able to return an item if it was made to order or personalised, or if it is perishable. This includes made-to-measure clothing, food and flowers.
• Most items that come into contact with the body during use are excluded from shop returns policies for hygiene reasons – even if you've not used them. Examples include earrings, make-up, toiletries and some items of clothing.