Consumer Rights and Returns
This guide focuses on your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 — the specific statutory entitlements that apply regardless of any retailer policy. Many people are unsure about their returns rights — some retailers suggest that returns are a privilege rather than a right. In fact, UK law gives you strong statutory rights to return goods that are faulty and to cancel most online purchases within 14 days even if there is nothing wrong with them. For the step-by-step complaint process, see our <a href="/complaints-ombudsmen/retail-complaints">retail complaints guide</a>. For dangerous or defective products, see our <a href="/complaints-ombudsmen/faulty-goods-complaints">faulty goods guide</a>.
Key points
- The 30-day right to reject: you can return faulty goods for a full refund within 30 days of purchase.
- The 14-day cancellation right applies to most online, phone, and doorstep purchases — no reason needed.
- A store "no returns" policy does not override your statutory rights for faulty goods.
- Proof of purchase is usually required — a receipt, bank statement, or order confirmation is sufficient.
Your Statutory Returns Rights
Looking for something else? See our guide on how to complain to a retailer or faulty and dangerous products.
Your statutory rights to return goods come from two separate laws:
Consumer Rights Act 2015 — faulty goods: If goods are not of satisfactory quality, not fit for purpose, or not as described at the time of purchase, you have the right to:
- A full refund if you return within 30 days (the short-term right to reject)
- A repair or replacement after 30 days but within 6 months (one attempt allowed)
- A full or partial refund if repair/replacement fails or is not completed within a reasonable time
Consumer Contracts Regulations 2013 — online purchases: For goods bought online, over the phone, or on the doorstep, you have 14 days from delivery to cancel the order for any reason and receive a full refund. You then have a further 14 days to return the goods.
What Retailers Can and Cannot Do
Retailers often have their own returns policies offering more than the law requires — for example, 28 or 30 day returns for any reason in-store. These are voluntary and separate from your statutory rights. When a retailer's policy conflicts with your statutory rights, the law prevails.
Retailers cannot:
- Refuse a refund for faulty goods within 30 days
- Insist on a repair or replacement instead of a refund in the first 30 days
- Offer store credit instead of a cash refund without your agreement
- Blame the manufacturer rather than offering you a remedy — your contract is with the retailer
- Require you to use the manufacturer's guarantee instead of exercising your statutory rights
Making Returns in Practice
When returning goods, follow these steps:
- Return to the point of purchase with your proof of purchase
- State clearly that the goods are faulty (or that you are exercising your 14-day cancellation right for online orders)
- Reference the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013 if the retailer disputes your right
- If refused, ask to speak with a manager and follow up in writing
For online returns, the seller must refund you within 14 days of receiving the returned goods (or proof you sent them). For faulty goods returns, the refund should be prompt — typically within 14 days.
If the retailer still refuses, consider a chargeback claim through your card provider or a small claims court claim.
Frequently asked questions
Can I return goods without a receipt?
What are the exceptions to the 14-day cancellation right?
The shop is insisting I use the manufacturer's guarantee — do I have to?
What to do next
- 1Citizens Advice consumer returns guidance
Free guidance on your returns rights.
- 2Issue a small claim for a refused refund
Enforce your rights through the small claims court.
- 3Report a trader to Trading Standards
Report retailers who refuse legal returns rights.
Official bodies and resources
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
Financial Conduct Authority
RegulatorRegulates financial services firms and financial markets in the UK to ensure they are honest, fair, and effective.
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