Returns: Your Rights as a consumer Consumer's guide
:format(avif))
Buying goods online is easier than ever, but, with the rapid growth of e-commerce since the start of the pandemic and rapid changes on our High Streets, it can be tricky to be sure that you’re getting what you want.
To reflect this, consumer rights – and specifically the time allowed to return goods – have seen extensive changes over the last few years. Be sure you know exactly where you stand when it comes to returning goods with our handy guide.
1. Faulty goods
You can return goods that are faulty or unfit for purpose up to 6 months after purchase
2. Cooling off
When shopping online, you have a 14- day cooling off period when you can return your purchase for any reason – even that it is no longer wanted
3. Personalised goods
You can’t return custom or perishable goods, or goods that would be unhygienic to resell
4. Who pays for faulty goods returns?
When returning a faulty item, it’s up to seller to pay the shipping costs
5. Who pays for unwanted goods returns?
If you’re returning an item because it’s no longer wanted, postage is your responsibility
6. Retailers' returns policies
Make sure to check the returns policy of any company you make a purchase from. Any returns offer a store makes – such as free refunds on any December purchases until the end of January – becomes a legal requirement once it is made public.
7. Delivery cost refunds
If you paid for standard delivery when they bought an item, the seller must refund this if the item is returned. If you choose a more expensive delivery option however, you will have to swallow the difference.