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.
- Can I claim against PayPal if I don’t get what I paid for?
- Can I get a refund on a digital download?
- Can I return a smart toy that I’m concerned could be hacked?
- Consumer Rights Act 2015
Faulty goods
Do you know your rights if something you buy develops a fault? Goods must be as described, of satisfactory quality and fit for purpose. If not, you could get your money back - our guides can help.
- What do I do if I have a faulty product?
- How to complain to a company
- Letter to ask for a faulty item to be repaired or replaced
- Consumer Rights Act 2015
Online shopping
When you shop online, you are protected under consumer law. Our guides can help you to exercise your consumer rights when buying online, if you have a problem with an online order.
- Consumer Contracts Regulations gives you online cancellation rights
- Consumer Rights Act protects your right to return a faulty good
- Marketplace protections on eBay and Facebook are available to you in addition to your rights
- My online order hasn't arrived, what can I do?
- How do I cancel an online order?
- Letter to request a private seller refunds goods not as described
- Consumer Contracts Regulations
Delivery rights
If you’ve had a damaged delivery or it didn’t arrive at all, your rights are protected by the Consumer Rights Act and the Consumer Contracts Regulations. Our guides can help you make a complaint.
- How to complain if you receive damaged goods in the post
- How to complain if your parcel is late or doesn’t turn up
- How to complain if your parcel was left somewhere or stolen
- Consumer Rights Act 2015
Vouchers
When a company goes into administration it can be confusing as to whether you’ll still be able to use your vouchers. Read our guides to find out the best thing to do with vouchers when a company goes bust.
Sales
When you hit the sales - whether it's for half-price clothes or a new TV - your rights are still protected by the Consumer Rights Act. Read our guides to sale shopping to make sure you know your rights.
- Do you know your shopping receipts from your shopping deceits?
- How to complain about faulty goods bought in a sale
- Letter to complain if a retailer won't take back faulty sale goods
- Consumer Rights Act 2015
Special offers
Special offers you see in the supermarket may not always be that special - sometimes costing more than items not on offer. Read our guides to see what to do if you’ve been mis-led by supermarket special offers.
Second-hand goods
If your second-hand goods aren’t what you expected, you may be entitled to a refund. Whether you can get one will depend on who you’ve bought your items from - a trader or an individual. Read our guides to learn more.
- What are my rights when buying second-hand goods?
- The second-hand camera I bought is broken, can I get a refund?
- The second-hand clothes I bought are damaged, can I get a refund?
- Consumer Rights Act 2015
Warranties
All electrical items are sold with a warranty yet retailers also sell extended warranties. But what’s covered and what’s not? Knowing what to expect is important if something goes wrong. Read our guides to find out all you need to know.
- When can I use a manufacturer's warranty or guarantee?
- I took out a five-year extended warranty but wish I hadn't
- Letter to extended warranty provider to cancel after 45 days
- Consumer Rights Act 2015
Doorstep selling
Doorstep sellers can be very persuasive but you do have rights if you’ve been mis-sold or simply change your mind after signing a contract. The Consumer Contracts Regulations cover your cancellation rights. Read our guides to find out more.
Product safety
Unsafe and recalled products can pose a serious danger to you and your family. Use our guides to know if a product you own is unsafe or recalled.
- What are my rights if there's a safety warning or product recall?
- What do I do if food I own or have eaten is recalled?
- Which? safety alert on plastic-backed refrigeration appliances
- Consumer Protection Act 1987
Pets and vets
Getting a new pet is an exciting time, but it's important to ask the right questions before you pick your new family member and why it can be stressful dealing with vet care and costs.