A consumer expert is urging shoppers to learn their rights to avoid being fobbed off when seeking a refund.
Consumer champion Jane Hawkes, founder of consumer advice website Lady Janey, says many consumers miss out on refunds, repairs or replacements simply because they do not know the law.
“Whatever a company’s own policies might be, they cannot override UK consumer law,” Jane said. “By understanding your rights and having the confidence to challenge incorrect information, you can often secure the outcome you’re entitled to.”
While there is no automatic right to a refund for unwanted purchases, consumers are protected when goods are faulty, not as described or unfit for purpose under the Consumer Rights Act 2015.
Here, Jane reveals the top ten refund myths and the facts behind them.
1. “We don’t give refunds”
Jane says: “Retailers cannot refuse refunds for faulty goods. Under the Consumer Rights Act 2015, customers may be entitled to a refund, repair or replacement if goods are faulty, not as described or unfit for purpose.
However, if you’ve simply changed your mind, refunds, exchanges or store credit are usually at the retailer’s discretion.”
2. “Sale items can’t be refunded”
Jane says: “Your rights are exactly the same whether an item was bought at full price or in a sale.
“The only exception is where a fault was clearly pointed out before purchase. Always check a retailer’s returns policy for unwanted sale items, as these may differ from full-price purchases.”
3. “You need a warranty to get a refund”
Jane says: “You do not need a warranty to exercise your consumer rights.
“The Consumer Rights Act gives customers legal protection if goods are faulty, not as described or unfit for purpose. These rights exist regardless of whether a warranty was purchased or has expired.”
4. “Your warranty has run out”
Jane says: “An expired warranty does not automatically end your consumer rights.
“Many retailers focus on warranty periods, but statutory rights may still apply. If a product develops a fault that should not reasonably have occurred, it is worth raising the issue with the retailer even after the warranty has ended.”
5. “We can’t refund a faulty item”
Jane says: “Consumers have a short-term right to reject faulty goods within the first 30 days of purchase and receive a full refund.
“After 30 days, retailers are generally entitled to one opportunity to repair or replace the item before a refund becomes available. If the repair or replacement is unsuccessful, consumers may then be entitled to a refund.
“Refunds should be made using the original payment method and customers do not have to accept vouchers instead.”
6. “You need a receipt”
Jane says: “A receipt is helpful but not essential.
“Alternative proof of purchase, such as a bank statement, credit card statement or transaction record, can often be used to demonstrate when and where an item was purchased.
7. “You should buy an extended warranty”
Jane says: “Extended warranties can provide additional cover, but they are not always necessary.
“Consumers already benefit from legal protection under the Consumer Rights Act, regardless of whether an extended warranty is purchased. Before paying extra, check exactly what additional benefits are being offered.”
8. “You need to contact the manufacturer”
Jane says: “Your contract is with the retailer that sold the item, not the manufacturer.
“If a product is faulty, the retailer is responsible for providing an appropriate remedy, whether that is a repair, replacement or refund where applicable.”
9. “You must pay return postage”
Jane says: “For unwanted items, return postage costs may be the customer’s responsibility if this was clearly stated before purchase.
“However, where goods are faulty, not as described or otherwise breach consumer law, retailers will usually be responsible for the cost of returning the item.”
10. “You need the original packaging”
Jane says: “Many consumers assume they cannot return an item without its original box or packaging.
In reality, this depends on the retailer’s policy, particularly for unwanted purchases. While original packaging can make returns easier, its absence does not automatically remove your rights if the goods are faulty.”
And finally, Jane added: “The biggest mistake consumers make is accepting the first answer they’re given. If you believe a product is faulty or doesn’t meet the standards required by law, it’s worth politely challenging the decision and asking the retailer to explain their position.
“Knowing your rights can save you money and help ensure you’re treated fairly when things go wrong.”
