Need A Refund? Here’s Everything You Need To Know
If you’ve bought something that is broken, not as described or unfit for purpose, you’ve got the right to take it back. But if you’ve just changed your mind it can sometimes be a bit more difficult.
If it’s broken
Under the Consumer Rights Act you have the right to return something within 30 days and get all of your money back if it’s faulty, not as described or unfit for purpose. This includes digital downloads. After 30 days, the retailer can give you a repair or fair replacement.
What if I’ve just changed my mind?
You can only return non-faulty items if the retailer has a returns policy and you need to return the item within its specified time period. Most shops have a goodwill returns policy. This means they’ll offer you an exchange, refund or credit note – just make sure you speak to to a manager to get a result. You can find the retailer’s returns policy online. Companies don’t have to have a returns policy, but if they do have one they have to follow it. You usually have 28 days to return an item, however this is not always the case.
How do I complain?
If you’re not satisfied, the Consumer Rights Act gives you the right to demand a reduction for substandard work. This applies even after you’ve paid. You will need the original packaging, proof of purchase and the original payment card. Don’t have a receipt? Proof of purchase, such as your bank or credit card statement is usually enough. It’s also a good idea to take pictures of your purchase if it’s broken, for your own records
What if I’m still not satisfied?
You have the added weight of Section 75 of the Consumer Credit Act when you pay with your credit card. Or there’s Chargeback and Paypal protection if you paid another way. If you’re still getting no result speak to the Consumer Ombudsman.