Martin Lewis warns shoppers that in-store returns are only legally required for faulty items, not just for changing your mind – you should check store policies and keep receipts to avoid surprises
If you’ve ever returned an item to a store and been told you can’t get a refund, you might be wondering if your rights have been violated. Recently, Martin Lewis received a letter from a frustrated shopper who experienced just this scenario. He shared the letter and his response on his Martin Lewis MSE TikTok. Here’s the letter they sent to Martin:
“Dear Martin Lewis, I was horrified yesterday when I went into a store to return the shirt that I decided which was not suitable for me and they said that I could not return it. I’m sure you will be aghast too and will tell them how wrong they are in the eyes of the law. Yours sincerely.”
Martin, ever the expert on consumer rights, gave a straightforward reply, explaining that the store was actually in the right. He said:”Well afraid I’m not, the shop is right. Many people don’t know this but if you buy something in a shop as opposed to online you only legally have a right to return it if it’s faulty, you changing your mind or saying the colour isn’t right, does not mean it’s faulty and you have no legal right of return though if the shop has a published returns policy, that’s part of the contract and you can use that.
“But if that means they say you can only get a full refund if you’ve got the receipt and you’re hopping on one leg when you hand it in then start to hop cause you haven’t got a legal right.”
The truth is, many people are unaware of the laws surrounding returns in physical stores. In the UK, retailers are not obligated to accept returns simply because you change your mind. The only time you are legally entitled to return an item purchased in-store is if it is faulty. Changing your mind about a purchase, or deciding the colour isn’t right, doesn’t qualify for a refund under the law.
However, Martin clarified that many retailers offer more generous returns policies than the minimum required by law. If a store’s returns policy allows for a refund, exchange, or credit—this is typically a store’s own decision and part of the contract you enter when making a purchase. For example, some stores will accept returns within a set timeframe, provided the item is in a saleable condition and you have proof of purchase.
Another important point to remember is the importance of keeping your receipts. Many stores will only process returns if you can provide a receipt. If you’ve lost it, you might be out of luck—even if the item is in perfect condition.
In short, while the law doesn’t give you the right to return an item simply because you’ve changed your mind, stores may still have their own policies that allow you to do so. It’s always worth checking these before purchasing, so you don’t run into any unwelcome surprises. And of course, hang on to those receipts!