Refund and returns basics
Knowing your returns rights before you buy makes the process straightforward when you need to use them.
18 January 2026 · 1 min read
When you can return something
For online purchases, you generally have 14 days from delivery to return an item for any reason without needing to explain yourself. For in-store purchases, returns are usually at the retailer's discretion unless the item is faulty. Checking a retailer's returns policy before buying — particularly for higher-value items — avoids surprises if you later need to return something.
Faulty goods versus change of mind
If a product is faulty, your rights are stronger than for a simple change of mind. A faulty item should be repaired, replaced or refunded regardless of the retailer's standard returns policy, subject to applicable timescales under UK law. Keeping evidence of the fault — a photograph or short video — supports your case if the retailer disputes the issue.
The returns process in practice
Most retailers require a receipt, order confirmation or proof of purchase to process a return. Having this ready speeds up the process. For online returns, checking whether the retailer provides a free returns label or whether postage costs fall to you is important before assuming the return will cost nothing.
General guidance only
This guide contains general consumer information and is not financial, legal or professional advice. Always check official sources and consult a qualified professional if you need guidance specific to your situation.