UK Consumer Rights: Your Refund and Return Rights Explained

March 2026 · UK · Consumer Rights Act 2015

UK retailers routinely deny refunds citing their own store policy. The Consumer Rights Act 2015 means those policies often do not matter — you have statutory rights that override them. Here is what they are and how to use them. CRA 2015

The 30-Day Right to Reject

If goods are faulty, not as described, or not fit for purpose, you have 30 days to reject them for a full refund. This is a statutory right — it applies regardless of what the retailer's return policy says. You do not need a receipt (though it helps). The clock starts from delivery, not purchase.

After 30 days, the retailer gets one attempt at a repair or replacement. If that fails — or if a repair or replacement would take too long or is impossible — you are entitled to a price reduction or final right to reject (usually a full or partial refund).

What Counts as Faulty?

Goods must be:

Of satisfactory quality — safe, durable, and free from minor defects. Satisfactory quality is assessed by the standard a reasonable person would consider satisfactory given the price and description.
Fit for purpose — suitable for the purpose you told the seller you needed them for, or the purpose they are normally used for.
As described — matching the product description, any sample shown, and any model seen before purchase.

Important: if a fault appears in the first 6 months, it is presumed to have existed at the time of purchase unless the retailer can prove otherwise. After 6 months, you may need to show the fault existed at purchase.

Online Purchases: 14-Day Return Right

For online purchases, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel — regardless of whether the goods are faulty. CCR 2013 The clock starts on delivery. You must notify the seller within 14 days and return within a further 14 days. The seller must refund within 14 days of receiving the goods back.

Exceptions: perishables, personalised goods, unsealed software, and a few other categories. But for most online purchases, this is a no-questions-asked return right.

Section 75 — Credit Card Protection

If you paid by credit card for goods or services between £100 and £30,000, your card issuer is jointly and severally liable with the retailer under Section 75 of the Consumer Credit Act. S75 CCA This means:

You can claim directly from your credit card company if the retailer refuses to help
It applies even if you only put a deposit on the card
It works even if the retailer has gone bust
It covers purchases abroad

How to Challenge a Denied Refund

"Under Section 19 of the Consumer Rights Act 2015, I have the right to reject these goods as they are not of satisfactory quality / not as described. I am formally exercising my 30-day right to reject and request a full refund of £[amount] within 14 days."

If the retailer still refuses:

Initiate a chargeback if you paid by debit card (contact your bank, cite CRA 2015)
Initiate a Section 75 claim if you paid by credit card
Contact Citizens Advice for a referral to Trading Standards
File in small claims court (up to £10,000 in England and Wales, no solicitor required)

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