Accepting returns and giving refunds: the law

You must offer a full refund if an item is faulty, not as described or does not do what it’s supposed to. In some cases you must offer a refund if the customer changes their mind.

Check when you have to offer refunds and accept returns.

Customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.

It’s illegal to restrict or take away customers’ rights or to mislead them about their rights, for example by displaying a sign that says you do not accept returns or offer refunds.

Read more about consumer protection from unfair trading.

Items bought in person

You do not have to refund a customer if they:

  • knew an item was faulty when they bought it
  • damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
  • no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it

Items bought online, by mail or phone

Online, mail and telephone order customers have the right to cancel their order for a limited time even if the item is not faulty. Sales of this kind are known as ‘distance selling’.

You must offer a refund to customers if they’ve told you within 14 days of receiving their item that they want to cancel. They have another 14 days to return the item once they’ve told you.

You must refund the customer within 14 days of receiving the item back. They do not have to provide a reason. You cannot deduct any fees from their refund, unless the item has been used or damaged.

You must also refund the cost of standard delivery if the customer paid for it. If they paid for a more expensive delivery option, you only need to refund the cost of standard delivery.

Customers are allowed to handle the item in the same way they would in a shop. For example, they can try it on or take it out of the box to see what it looks like.

When you do not have to offer a refund

There are certain items where you only have to offer a refund if they are faulty, such as:

  • personalised or custom-made items, for example curtains
  • perishable items, for example frozen food or flowers
  • newspapers and magazines
  • unwrapped CDs, DVDs and computer software
  • sealed items that for health or hygiene reasons cannot be returned once they have been opened, for example underwear

Repairs and replacements

If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced.

A customer has accepted an item if they’ve:

  • told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it)
  • altered the item

You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.

You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.

Customers have up to 6 years to make a claim for an item they’ve bought from you (5 years in Scotland).

Warranties and guarantees

A customer has the same right to free repairs or a replacement regardless of whether they have a warranty or guarantee or not. So you may still have to repair or replace an item if a customer’s warranty or guarantee has run out.

Proof of purchase

You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.

Items returned by someone other than the buyer

You only have to accept returns from the person who bought the item.

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