Can a shop refuse a refund?
Yes, in plenty of situations, but not all the ones a shop might tell you about. It comes down to whether there is something wrong with what you bought.
A shop can refuse a refund if you bought something in person and just changed your mind, unless its own policy says otherwise. It cannot refuse to put things right if the goods are faulty, not as described or not fit for purpose. The harder cases sit in between, such as a fault that shows up after 30 days, when a repair may lawfully come before a refund.
When a shop can say no
- You changed your mind on an in-store purchase. There is no legal right to return goods that are fine, so a refund depends on the shop's policy.
- The item is outside the returns policy. If the policy is 28 days and you are on day 40, a non-faulty return can be refused.
- You were told about the fault before you bought. A dented display model sold as dented cannot later be rejected for the dent.
- The damage was caused by use, wear or accident. The law does not cover normal wear and tear or accidental damage.
- You have no way of showing you bought it there. The shop can ask for proof of purchase, though that does not have to be a receipt.
- You are past 30 days on a faulty item. The shop can offer a repair or replacement first, rather than a refund.
When a shop cannot say no
- The goods are faulty and you reject them within 30 days. Under the Consumer Rights Act 2015 you are entitled to a full refund in that period. You do not have to accept a repair.
- A repair or replacement failed. After one failed attempt, you can usually ask for a final right to reject or a price reduction.
- The item was bought in a sale. GOV.UK says customers have exactly the same refund rights in a sale as at full price.
- The sign says "no refunds". A sign cannot remove your legal rights. Applied to faulty goods, it means nothing, and GOV.UK warns retailers that it is illegal to restrict or take away these rights.
- The item was bought online and you are within the cancellation period. Online buyers can usually cancel within 14 days of delivery without giving a reason.
The 30 days run from the latest of when you took ownership, when it was delivered, and when any installation finished. Our guide to returning goods explains the three stages of remedies in full.
Common things shops say, and what they mean
| What you hear | Where you stand |
|---|---|
| "You need to contact the manufacturer" | Your contract is with the retailer. A manufacturer's guarantee is extra, and does not replace your rights against the shop. |
| "The guarantee has run out" | Your legal rights do not end with the guarantee. GOV.UK notes a retailer may still have to repair or replace an item after a warranty has expired. |
| "No receipt, no refund" | Fair for a change of mind. For a fault, other proof can do the job, such as a bank statement. |
| "We only give credit notes" | Fair for goodwill returns. Not if you are rejecting faulty goods within 30 days. |
| "It has been more than six months, so you have to prove it" | Often correct. Within six months the shop has to show the fault was not there at the time of sale; after that it can ask you to show that it was. |
What to do if a shop refuses
- Ask for the manager, or put it in writing. Say what is wrong, when you bought it, and which remedy you want. Mention the Consumer Rights Act 2015 by name.
- Keep the evidence. Save your proof of purchase, photos of the fault and a note of who you spoke to. Our guide to receipts and proof of purchase lists what counts.
- Get advice. Citizens Advice gives free consumer advice and can pass cases to Trading Standards.
- Look at how you paid. Your card provider may be able to help through chargeback on a debit card. For purchases over £100 and up to £30,000 on a credit card, Section 75 of the Consumer Credit Act 1974 can make the card provider jointly liable.
- Use a dispute scheme if the shop belongs to one. Some retailers sign up to alternative dispute resolution. It is not always compulsory.
- Consider a small claim. This is the last resort, and it has fees. GOV.UK has guidance on making a court claim for money.
Bigger purchases carry their own problems. Our guide to buying large appliances covers delivery damage and installation faults, which often turn into refund disputes. If your question is about presents, see Christmas returns and gift receipts.
Frequently asked questions
Can a shop refuse a refund without a receipt?
Yes for a change of mind, since that is a matter of the shop's policy. For faulty goods, the shop can ask for proof of purchase, but that can be a bank statement or other evidence rather than a receipt.
Do shops have to give refunds?
Only in certain cases. A shop has to offer a remedy if goods are faulty, not as described or not fit for purpose. It does not have to refund a non-faulty item bought in person unless its own policy says so.
Can a shop offer a credit note instead of a refund?
For goodwill returns, yes. If you are rejecting faulty goods within 30 days, you are entitled to your money back, not a credit note.
Is a no refunds sign legal?
A shop can have a strict goodwill policy, but it cannot take away your legal rights. A no refunds sign has no effect on faulty goods.
How long do I have to return something faulty?
You have 30 days for a full refund. After that you can ask for a repair or replacement, and the shop generally has to show a fault was not there at sale if you raise it within six months.