Returning Goods

Refunds and returns

If you’ve bought goods from a high street shop but want to return them and get a refund, it can be difficult to know your consumer rights. Some shops may refuse refunds and returns, or offer just a credit note instead of a cash refund.

Under the Sale of Goods Act 1979[1] and the Consumer Rights Act 2015[2], goods bought on the high street have to be of satisfactory quality, fit for their purpose, as described and last for a reasonable amount of time. This applies to both sale and non-sale items.

If goods are faulty, then you could be entitled to claim a refund, replacement, repair or price reduction. If you simply change your mind about an item bought on the High Street, you have no legal right to return it. However, most High Street stores have a returns policy, although some may offer just a credit note or an exchange rather than a refund. 

Which? Legal can help

It’s a different story if the goods are faulty. Our team of specialist advisers can advise on your consumer rights when returning goods for a refund, repair or replacement. This includes guidance on:

• Your consumer rights under the Sale of Goods Act 1979/Consumer Rights Act 2015
• The timescales involved in returning faulty goods
• Your rights on getting faulty goods replaced or repaired
• What your consumer rights are if a retailer refuses to provide a refund, replacement, or repair
• The steps you should take to prove a fault is not caused by ordinary wear and tear