MoneyMagpie Editor and financial expert Vicky Parry warns shoppers are being fobbed off with online returns policies – and shows how to get your money back
Buying online is something most of us do these days – but it comes with risks.
How many times has something you’ve bought turned up and not been quite right? Or maybe, it hasn’t arrived at all! Shopping online is a great way to save money thanks to discounts and cashback websites.
But it doesn’t mean you lose all consumer rights. In fact, you have some rights that even brick-and-mortar stores don’t have to offer you. Here’s how to navigate a refund when your online purchase goes wrong.
Check the store refund policy first
Online retailers may have a more comprehensive returns and refund policy than they’re legally obliged to provide. So, always check the details before arranging a return for a refund.
However, if the policy says you must pay return postage, pick them up on that. Write an email or letter within 14 days of receiving your item: if you paid standard postage, the retailer must provide the return postage. If you paid premium, they do not have to refund that cost. Retailers do not have to provide paid return postage, either.
Contact within 14 days
The 14-day rule applies to online sales because they are classed as ‘distance selling’. This means you buy items unseen, and that leaves consumers open to the risk that it is not fit for purpose, not what they expected, or simply isn’t something they like when they see it in person.
You have 14 days from the day you receive the item (not from the day you order, although some retailers will try to say that) to contact the retailer for a refund.
You don’t have to give a reason, and there doesn’t have to be a problem with the item. Try to provide this notice in writing, by email or letter, to keep a paper trail in case of problems later on.
When the 14 day rule doesn’t apply
There are a few reasons why the usual 14-day rights and return policies don’t apply. Unless an item is not as described or is faulty, personalised and custom items may not be eligible.
Digital software may be refused for a refund, or CDs and DVDs that have had the seal opened. Items with hygiene seals like earrings also can’t be returned, nor does the policy apply if you have simply changed your mind on perishable items like flowers or food. Your rights remain if the items arrive damaged or faulty, or not as described.
Your rights also don’t apply to private sales – so be careful when buying on websites like eBay, as individual sellers don’t have to accept returns or offer refunds.
Consider a replacement
Sometimes, an item we ordered online doesn’t quite match up to expectations because it is the wrong size or colour. In these cases, it is often easier to request a replacement item rather than a refund, if you want the product in a different colour or size.
That’s because a return will take time – retailers have up to 14 days to refund you from the day they receive your item. You’ll effectively pay twice to re-order the new item if you’re waiting for a return to be refunded.
You’ll still need to return the original item first, but it prevents waiting for the money to come back into your account before you can buy the other option you want.
Parcel not turned up?
As a consumer, your contract is with the retailer and not the carrier. Many retailers will try to tell you to contact the courier or parcel service rather than themselves.
While you may need to wait a few days to confirm the parcel did not get delivered as marked, the refund should come from the retailer. Vendors who say you must take it up with the courier are wrong; your claim should go to them, and they can claim back from the courier.
You have a right to ask for a redelivery within a reasonable date (usually 30 days), or to cancel your order if the item is not delivered on the agreed date, a second date, or within 30 days of the order. Citizens Advice has some handy template letters to help you get your item redelivered or refunded.
Shop in the UK
One problem with shopping online, particularly on large websites like Amazon or on social media like Instagram or TikTok, is that sellers may be international. Your rights are more limited if you have problems with a product or delivery of an international item, and if you are the victim of an online scam.
Try to stick to websites that are located within the UK. You can usually check the headquarters address on the website, and also look it up on Companies House, to see if it is located in this country.
Check online reviews, too. Look at reviews but sort them to read the one-star reviews first – this will highlight any issues people have had with a company. You can also Google ‘company name + scam’ to look for potential reviews that highlight scammers or difficult retailers.
If you do have a problem with an international retailer, contact your credit card company or bank. They may be able to help with a chargeback. If you paid via card through Paypal, both the card supplier or bank and Paypal are responsible for helping you get your money back.
MoneyMagpie Founder and finance expert Jasmine Birtles reminds consumers: “You have legal rights to refunds, replacements, or repairs. Retailers often try to get away with not holding up their end of the law. Get everything in writing and make sure you persist: the squeaky wheel gets the oil!”.
- Some of the brands and websites we mention may be, or may have been, a partner of MoneyMagpie.com . However, we only ever mention brands we believe in and trust, so it never influences who we prioritise and link to.