Returns & refunds
Under the Consumer Rights Act, you have the right to a return or refund if something you buy is faulty or unfit for purpose. We help you navigate the law so you're not left out of pocket.
Answers to your problems
Can I claim against PayPal if I don’t get what I paid for?
In certain circumstances, PayPal will step in and reimburse you if you don’t receive from a seller what you paid for, under the PayPal Buyer Protection scheme.
Can I get a refund on a digital download?
Digital downloads are not clearly defined as either goods or services so consumers’ rights are unclear. Read the Which? guide to find out what you can do.
Can I return an item bought from another EU country?
Want to return a faulty or unwanted product from or to another EU country? Your consumer rights are still protected. Read the Which? guide to see what to do.
I want to return an unwanted gift
You can return a gift if you have proof of purchase, and know the date the gift was received if it was bought online.
I want to return my goods, what are my rights?
Do you know your rights if something you buy develops a fault? We tell you when you're entitled to a refund and what you can do if your goods are faulty.
I want to return something bought online
If you bought goods online, the Consumer Contracts Regulations - which replaced the Distance Selling Regulations - give you additional rights to return an item.
What can I do if a retailer goes into administration?
You may be able to use gift vouchers, return faulty goods or use your warranty if a retailer goes into administration. Read the Which? guide on what you can do.
What do I do if I have a faulty product?
If something you've bought develops a fault, you could get your money back under the Consumer Rights Act. Our guide explains what your rights are.
When can I use a manufacturer's warranty or guarantee?
Manufacturer warranties and guarantees can be more generous than your statutory rights in some respects, but you can also lean on your rights to get the problem fixed. Read our Which? guide for guidance on the pros and cons.
Step by step guides
Can I return a smart toy that I’m concerned could be hacked?
If you’ve purchased smart toys for children which you're now concerned could be hacked, don’t worry - there are steps you can take to try to return them.
How can I get my money back if a company goes bust?
Its not uncommon for shops to fail. But what happens if you haven’t received a product or service from a company that goes bust? Which? explains what to do.
How to complain to a company if you didn't get what you paid for
Didn't get what you paid for? You have a right to complain. Use our guide to help you get your money back or get the item you wanted in the first place.
How to return an item bought from another EU country
If an item you bought online or on holiday from another EU country develops a fault, or you change your mind, find out what your rights are.
Letter to claim a refund for a faulty digital download
If you buy a digital download and it's faulty you may be able to claim a refund. Use this template letter to claim a refund for a faulty download.
Letter to get a refund if your item is faulty
If you have bought a faulty item, or an item that has developed a fault, you have the right under the Consumer Rights Act to ask for refund.
Letter to refuse paying the cost of returning a faulty item
If you wish to return a faulty item bought online, you should not incur the cost of returning it. Use this template letter to complain to the retailer.
Letter to return a smart toy with known security flaws
If you’ve purchased smart toys for children which you are now concerned could be hacked, don’t worry - there are steps you can take to try to return them.
Consumer Rights Act 2015
The Consumer Rights Act gives you rights when you buy goods and services or digital products. Understand your rights with our informative guide.