Returning goods: your legal rights versus the shop's policy

Taking things back is a regular part of shopping at retail parks, where purchases are bigger and the stakes are higher. A sofa that arrives with a split seam, a fridge that will not cool, or a lamp that clashes with the wallpaper all lead to the returns desk. The first two are about faults, and the law gives you clear rights. The third is a change of mind, and whether you get your money back depends almost entirely on the shop.

Legal rights and goodwill policies

A shop cannot use its returns policy to take away your legal rights. A sign saying "no refunds" or "exchanges only" is not lawful if it is applied to faulty goods.

When goods count as faulty

Under the Consumer Rights Act 2015, goods sold by a business to a consumer must be:

• Of satisfactory quality: what a reasonable person would expect, taking account of price and description. That covers appearance and finish, freedom from minor defects, safety and durability.
• Fit for purpose, including any particular purpose you told the seller about before you bought. If you asked whether a drill would go through masonry and were told yes, it must.
• As described, matching what was said on the label, website, display model or by staff.

The Act covers goods bought in a shop, online and by phone, and applies throughout the UK. It does not cover faults you were told about before buying, faults you should have spotted if you examined the goods before buying, or normal wear and tear and accidental damage.

The three stages of remedies

Stage 1: the short-term right to reject (30 days)

Within 30 days you can reject faulty goods and get a full refund. The 30 days run from the latest of: when you took ownership, when the goods were delivered, and, if the trader installed them, when installation was finished. You do not have to accept a repair or replacement, though you can choose one if you prefer. If you do, the 30-day period is paused while you wait.

For perishable goods such as food or flowers, the period can be shorter: as long as they could reasonably be expected to last.

Stage 2: repair or replacement

After 30 days, or if you choose it earlier, you can ask for a repair or replacement. The trader can refuse your choice if it is impossible or disproportionately expensive compared with the other, and offer the other instead. Either must be done within a reasonable time, without significant inconvenience to you and at the trader's cost, including collection and redelivery of large items.

Stage 3: final right to reject or price reduction

If one repair or one replacement fails, or cannot be done within a reasonable time, you can either reject the goods for a refund or keep them with a price reduction. Within six months of delivery, the refund should be in full (except for motor vehicles). After six months, the trader can make a deduction to reflect the use you have had.

The six-month rule

For the first six months after delivery, a fault is presumed to have been there when the goods were delivered, unless the trader can prove otherwise. After six months, it is up to you to show that the fault was present at delivery, for example that it is due to a manufacturing defect rather than wear or misuse. An independent report can help with an expensive item.

How long your rights last

The Act does not set a single expiry date. Goods must be durable, and what that means depends on the product and the price. You can bring a claim up to six years from purchase in England, Wales and Northern Ireland. In Scotland, the period is five years from when you became aware of the problem. In practice, the older the item, the harder it is to show that a fault was there from the start.

Buying online, by phone or for collection

If you ordered at a distance, including click and collect orders placed online, the Consumer Contracts Regulations 2013 give you a separate right to cancel for any reason. You usually have 14 days from receiving the goods to tell the trader, and then another 14 days to return them. The trader must refund within 14 days of getting the goods back (or of you providing evidence you sent them). There are exceptions, including made-to-measure or personalised items, sealed hygiene items once unsealed, and perishable goods.

This is worth knowing at a retail park: if you are not sure about a big item, ordering it online rather than at the till may give you a cancellation right you would not otherwise have.

How to make a return

1. Stop using the item once you find a fault, if you can.
2. Contact the retailer, not the manufacturer. Your contract is with the shop.
3. Use the right words. For a fault in the first 30 days, say you are "exercising the short-term right to reject under the Consumer Rights Act 2015". It signals you know the difference from a goodwill return.
4. Bring proof of purchase. A receipt, card statement or order email will do. See our guide to receipts and proof of purchase.
5. Put it in writing if the shop says no, and keep copies.
6. Escalate if needed: the retailer's complaints process, then an alternative dispute resolution scheme if the retailer belongs to one, your card provider (chargeback, or Section 75 of the Consumer Credit Act 1974 for credit card purchases costing more than £100 and up to £30,000), or the small claims court.

For large appliances, there are extra points about delivery, installation and the old machine. See buying large appliances.

This guide summarises the law for consumers buying from businesses. It is not legal advice. For help with a specific dispute, contact the Citizens Advice consumer helpline (Advice Direct Scotland in Scotland, or Consumerline in Northern Ireland).