Online shopping gives UK consumers useful protections, but many people are still unsure what they are entitled to. Can you return something just because you changed your mind? What if the item is faulty? What if the retailer says sale items cannot be refunded? Knowing the basics can save you a lot of stress.
When you buy online from a business, you usually have the right to cancel within a limited period, even if the item is not faulty. GOV.UK explains that online, mail and telephone purchases are classed as distance selling, and customers normally have 14 days from receiving the item to tell the seller they want to cancel. They then have another 14 days to return the goods.
This is often called the cooling-off period. It exists because you have not had the chance to see the item in person before buying. You might order a coat and find the fabric feels different, or buy a lamp and realise it is too large for the room. In many cases, you can return it even if there is nothing wrong with it.
There are exceptions. Some products may not be returnable if you simply change your mind. These can include personalised items, perishable goods, sealed hygiene products that have been opened, and some digital downloads once access has started. Always check the retailer’s returns policy before buying, especially for custom-made products.
Faulty goods are different. If an item is faulty, not as described or not fit for purpose, you have stronger rights. MoneySavingExpert notes that under the Consumer Rights Act 2015, shoppers generally have a legal right to a full refund if an item is faulty and they reject it within 30 days. After that, you may still be entitled to a repair, replacement or partial refund depending on the circumstances.
Retailers sometimes say that sale items cannot be returned. This can be misleading. If a sale item is faulty, your rights still apply. A shop cannot remove your legal rights just by putting something in a sale. However, if you simply change your mind about a sale item, the normal online cancellation rules and any exceptions still need to be considered.
Return postage is another common source of confusion. If you are returning something because you changed your mind, you may have to pay return postage if the retailer made this clear before purchase. If the item is faulty or incorrect, the seller should usually cover the cost of putting things right.
Keep everything in writing when dealing with returns. Use email or the retailer’s returns portal so there is a clear record. Include your order number, the date you received the item and the reason for return. If the product is faulty, take photos or videos as evidence.
Refunds should usually include the standard delivery cost you paid when ordering, although extra charges for premium delivery may not always be fully refunded. The retailer’s policy should explain how long refunds take.
Private sellers are different from businesses. If you buy from an individual on a marketplace, your rights may be more limited. This is why it is important to know whether you are buying from a business or a private person.
The simple rule is this: if you bought from a UK business online, you often have cancellation rights. If the item is faulty, you have additional consumer rights. Do not let a retailer’s wording put you off. Check the rules, keep records and ask clearly for the remedy you are entitled to.