Refunds: Your rights explained

January is notorious for people requesting refunds for unwanted Christmas presents or goods which are unsatisfactory. Have you ever wondered what your rights are when it comes to receiving a refund?

MWR’s civil disputes expert, Sharon Rigby comments:
You have a statutory right to a refund for any goods if they are not as described, of unsatisfactory quality, or not fit for purpose.

The law allows you ‘reasonable’ time to reject goods, but how much time depends on the product and how obvious the fault is – so it’s best to act quickly.

Vital differences between buying on the internet and high street

If you buy online, you have the right to return goods even if you decide you just don’t want them anymore. This does not apply to items bought in the high street, where your right to a refund depends on your reason for returning the product.

Returning goods – in a nutshell

Retailers will usually give a refund on unwanted gifts, provided you have proof of purchase. A receipt is preferable, but a bank or credit card statement will often suffice.

Online shoppers can cancel an order unconditionally, but this may be necessary within seven days of delivery. You may have to pay return postage, but only if you were told about this in writing before the purchase.

In some circumstances the time period for cancellations can be extended. If you have received written information then cancellation rights end around seven working days from the day you have received the goods.

If you have not received required written information by the time the goods are delivered but you have received them within three months from the delivery date, the seven days cancellation right will start from receipt of the written information.

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