This January is set to see UK consumers returning over £1 billion worth of Christmas gifts.

Whether it is something you’ve purchased yourself, for a friend or loved one or it’s an unwanted gift, it can be a trying experience.

If you’re trying to return something after Christmas, your rights depend on how and why you’re returning it. Retailers can sometimes rely on confusion around refunds but understanding the rules puts you back in control.

When you are entitled to a refund

Under the Consumer Rights Act 2015 if an item is faulty, damaged or not as described, fit for purpose or satisfactory quality, you are entitled to a refund, repair or replacement.

This applies regardless of whether you bought it before or after Christmas and whether it was a gift or not.

If you simply changed your mind, there is no automatic legal right to a refund for in- store purchases. However, many retailers do offer goodwill returns or exchanges especially at Christmas and often extending deadlines into January. If a retailer advertises a returns policy, they must stick to it. If you meet the conditions, they cannot refuse your return.

Online purchases

For items bought online you have 14 days from delivery to cancel and get a refund; this applies even if you simply changed your mind.

You have 14 days to return the item and refunds must be issued within 14 days of the retailer receiving the returned item.

If you received an unwanted gift, your options depend on the retailer’s policy. Some will offer an exchange or gift card.

If the item is faulty, the buyer’s legal rights still apply, even if you didn’t purchase it Yourself. Unless you have a gift receipt the buyer will need to seek any appropriate refunds or exchanges.

What to do if a retailer refuses a refund

Retailers expect a certain number of returns after Christmas and will usually have an extended returns period, typically starting around the Black Friday weekend when the peak period kicks off.

When a retailer refuses a refund you believe you’re entitled to, there are still steps you can take.

Firstly, it’s worth escalating the issue to a manager since they will have greater authority to make decisions over returns and exchanges.

It’s important to keep all receipts, emails and messages. Some stores use technology which can trace your purchase based on your name, number or email address, particularly for more expensive items.

Remind them of their legal obligations, particularly the Consumer Rights Act 2015, as what they’ve been told is company policy might differ from the law.

Your rights if you paid by debit or credit card

If you still cannot get a refund you believe you are entitled to, you have another option, explains Jane.

If the retailer still refuses and you paid by debit or credit card, you can contact your card provider to request a chargeback or make a claim under Section 75 (for credit card purchases over £100).


My five point check list for returns
1. You have a legal right to a refund for faulty items
2. The store must honour its refund and exchange policy
3. Online purchases have stronger protections
4. You do not have to accept vouchers for faulty goods
5. Keep a record of receipts, messages and emails and above all – don’t be fobbed off by refusals



Consumer expert Jane Hawkes runs the advice website www.ladyjaney.co.uk.