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England This advice applies to England: England home Advice can vary depending on where you live. Changing your mind about something you've bought This advice applies to England Print.
There are certain steps you can take, depending on where you bought the item. If you bought the item from a shop Check the shop's policy on returns. If you bought the item online, over the phone or by mail order If you bought something from a company based outside the UK Your rights might be different if you bought something from abroad. Minimum cooling-off period 14 days is the absolute minimum cooling-off period that a seller must give you. Further help Contact the Citizens Advice consumer helpline on if you need more help - a trained adviser can give you advice over the phone.
Did this advice help? Yes No. Why wasn't this advice helpful? It isn't relevant to my situation. It doesn't have enough detail. They do not have to provide a reason. You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.
You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months. A customer has the same right to free repairs or a replacement regardless of whether they have a warranty or guarantee or not.
You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging. Read more about consumer protection from unfair trading. Check what you need to do. To help us improve GOV. It will take only 2 minutes to fill in. Cookies on GOV. If you can understand your statutory rights in these two areas, it'll put you in a better position for getting your money back.
Returning unwanted items you purchased in a shop isn't an automatic right - you'll have to check the returns policy of the store. But the retailer must stick to what is said in it. If your item was bought online, over the phone or by mail order, as a customer you have consumer returns rights under the Consumer Contracts Regulations.
The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods. You then have a further 14 days from the date you notify the retailer that you'd like to cancel your order to return the goods to them.
We've put together advice on the additional consumer returns rights you have when purchasing goods online in our online returns guide.
You could be entitled to a repair, replacement or a refund, answer some simple questions and Which? The Consumer Rights Act gives you the statutory right to return something and get your money back if it's faulty. You have the legal right to a refund if you return your faulty good within 30 days of receiving it, regardless of what the store's return policy says. If you don't reject the goods within the first 30 days, and find a fault within the first six months of possessing your faulty goods, you'll need to give the retailer a chance to make a repair or replacement.
If that's unsuccessful, you can then ask for a refund. After the first six months, the burden of proof switches to you to prove the fault you've found was present at the time you purchased the goods in store or first took ownership of it if you bought it online. See our guide on returning faulty goods to find out more about your right to a refund, repair or replacement. To join, call us on or sign up online. The good news is that most retailers choose to provide a 'goodwill' returns policy offering an exchange, refund or credit note for most returns.
You can only return store-bought non-faulty goods for an exchange or refund if the retailer has a returns policy.
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