All you need to know about returning goods

I often hear from readers about retailers who aren’t following the laws around returning goods. Others make it almost impossible to contact them. So what are your rights when it comes to returns? Here’s my guide.

Returning goods, the lowdown

Shops that trade in the UK must allow you to return items for free if they are misrepresented or not as advertised. So retailers must have a returns guide on their website informing you how this works.

Some retailers will deliver goods in packaging that can be reused to return the item, so don’t rip into the parcel to get to the goods! Others have instructions on their website about how to return your purchases.

In this world of new technology, you shouldn’t have to print off a returns label any more (in most cases). Most retailers will allow you to return goods through third parties like newsagents, the Post Office or other “drop shops”. You’ll usually be given a barcode or QR code to be scanned at the shop. I’d make a point of photographing the parcel and the receipt you get from the place where you “post” it, just in case it goes missing in transit.

Damaged goods

The Consumer Rights Act allows you to return anything that’s not as advertised or is damaged. If this is done within 30 days of purchase, you get a full refund. That includes if a courier company has left it in a recycling bin, chucked it over a fence or left it somewhere you haven’t authorised.

The act says that your purchases must be of “satisfactory quality, as described or fit for purpose”. If the goods you buy don’t fit into these categories you are entitled to a full refund.

If the goods pack in or something goes wrong within six months of purchase, you have to give the retailer one shot at a repair or replacement first, but if things still don’t work, you should get a refund.

Online shopping

Buyer’s regret? The Consumer Contract Regulations 2013 allows you to cancel contracts when you buy online within 14 days. The law also sets out what a “fair” contract between you and a business is.

The law mainly applies to online purchases and gives you a 14-day cooling-off period. However, if you buy on the high street, you are not covered by this law and are at the mercy of the shop’s returns policy.

There are lots of exceptions for online purchases, though, including holidays, gigs and events, perishable items and things made to order.

What if I just don’t like it?

If you want to return something bought on the high street then the rules are a bit different.

Some retailers do allow you to return items if you have the receipt. The shop is allowed to set the rules and timescales for returning items when nothing is wrong with them – online or on the high street. The jury is out on whether a photo of a receipt counts, and bank statements simply prove you bought an item – not what.

If you don’t have the original receipt, call the customer service team before you pop into a shop so you don’t queue for ages only to be turned away. You may have to settle for a credit note for these returns if that’s the store’s policy.

But remember – if the goods are damaged or not as advertised, the purchaser is entitled to a full refund.

What if I’ve taken the tags off?

You are allowed to open a package to see if the goods are as advertised and to see if they are not damaged. But some stores get funny if you cut the tags off. Be wary about opening underwear packaging or other “intimate” items as they’re usually excluded for obvious reasons.

Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist. Read more from him at this link.