Returning an unsatisfactory purchase can be a frustrating experience. Retailers often make their return policies confusing, full of legal jargon and caveats. As a consumer, you want to know clearly what your rights are. This guide will decode common retailer return policies so you can understand your rights and return items with confidence. We’ll also explain how a formal letter can help if the retailer refuses to refund.

Returns within the Cooling-Off Period

When you purchase an item in-store or online, you have a legal right to a 14 day “cooling-off” period. This means you can return the item for a full refund within 14 days, for any reason, even if there is nothing wrong with it. The cooling-off period starts the day after you receive the goods, not the day you ordered or paid for them. For example, if you receive an item on 1st January, your cooling-off period runs until 14th January.

Under the Consumer Contracts Regulations, the retailer must remind you of your right to this 14-day cooling-off period. Usually, this reminder is in the email or receipt confirming your order or delivery.

To return an item within the cooling-off period:

• The item must be unused, with labels still attached and in original packaging.
• You may need to pay return shipping costs. The retailer’s returns policy should clarify who pays.
• The retailer must process the refund within 14 days of receiving the returned item.

Returns Outside the Cooling-Off Period

After the 14-day cooling-off period, your right to return an item depends on whether there is a fault. If there is no fault, the retailer does not have to accept a return. But if the item is faulty, unfit for purpose or not as described, you have the right to return it for a full refund.

To claim a refund for a faulty item outside the cooling-off period:

• You must report the fault within 6 months of receiving the item. After 6 months, the retailer can ask for proof of when the fault developed.
• Provide details of the fault and preferably evidence e.g. photos. For serious faults, ask the retailer to collect the item.
• Reasonable repair and postage costs will be refunded.
• If repair/replacement is impossible, you’re entitled to a full refund. This refund must be done within 14 days.

Common Exclusions to Return Policies

While you have strong consumer rights, there are certain items retailers can refuse returns for:

• Personal hygiene items – anything opened that could be used, like makeup or electric toothbrushes.
• Perishable goods – food, flowers, plants.
• Digital content – music, e-books, software downloads.
• Bespoke/customised goods – any items made to order to your specifications.
• Sealed audio/video/computer software – once unsealed, as copies could be made.
• Newspapers/magazines – except subscriptions.

If in doubt, check the individual retailer’s returns policy before purchasing restricted items. Reputable retailers like John Lewis have generous policies covering even exempt items.

Making a Return In-Store

Returning an item to a physical shop is convenient when possible. You can get an immediate replacement or refund.

To return in-store:

• Bring the original receipt/order confirmation as proof of purchase. Some stores can do receipt look-up.
• Return the item in original condition, packaging and labels. Used items or missing parts may be rejected or get a partial refund.
• If you paid by credit/debit card, the refund will go back to that card. For cash purchases, you’ll get cash or a store credit.
• Ask for gift receipts for items you received as gifts, to allow easier returns.
• Be ready to explain the reason for return, e.g. faulty, unfit for purpose, not as described.
• If you are unhappy with the store’s verdict, escalate it to a manager and quote your consumer rights.

Returning Items Ordered Online

For online purchases, you’ll need to arrange a courier return or return to store.

To return an online order:

• Check the retailer’s returns portal. Provide your order number/email address used and reason for return. Print any return labels provided.
• Repackage the item with original tags and labels. Include any accessories. Use tape clearly marked “Returns” to seal the box.
• Drop off the parcel at your nearest drop-off point or post office by the deadline given. Keep the proof of postage.
• Refunds can take 7-14 days. Request gift cards for quicker refunds. Refunds go to the original payment method.
• If you return it to a store, take the printed returns label and receipt. Deadlines still apply.
• Contact customer service if your refund is delayed. Escalate it to a manager if you are dissatisfied.

Getting a Refund for Failed Delivery

If an order fails to turn up by its estimated delivery date, you have the right to cancel and get a full refund. Contact the retailer straight away if an order is delayed. Under the Consumer Rights Act, the retailer should offer a new delivery date or a chance to cancel for a full refund.

If you are cancelling, be sure to request a refund within 14 days as specified in their returns policy. Keep records of all communication. If you do not receive the refund promptly, submit a formal written complaint.

Understanding Your Rights as a Consumer

As a consumer in the UK, you have legal rights under the Consumer Rights Act, including the right to return defective goods for a full refund. Retailers cannot override these statutory rights, even if their returns policy says otherwise.

If a retailer refuses to accept a justified return, remind them politely of your legal rights and offer evidence of the defect. If they still refuse, send a formal letter of complaint requesting a refund and stating you will escalate the matter to Trading Standards if it is unresolved.

While most retailers are cooperative, understanding your legal rights allows you to return purchases confidently and seek recourse if you face resistance. Knowing the law is on your side empowers you as a consumer.