Exact wording to use if a shop refuses to give you a refund

A consumer expert has shared the three sentences to use when you have a legal right to a refund or when a retailer offers only store credit.

A consumer expert has shared the exact wording to use if a shop refuses to give you a refund when you have a statutory right to reject the goods.

Consumer expert Jane Hawkes advises making your rights clear with three simple sentences.

However, this is not a way to guarantee a refund for any unwanted purchase. Whether you are entitled to your money back depends on what is wrong with the goods, when the problem is identified and how you bought them.

Jane, who runs the free advice website www.ladyjaney.co.uk, is an award-winning UK money blogger with more than two decades of experience on both sides of the counter.

She said retailers “cannot simply replace a right to a refund with a voucher or store credit because it suits their returns policy.”

How to ask for a refund

The expert said that if you do have a statutory right to a refund, you must make it clear that you are exercising your rights under the Consumer Rights Act 2015.

She recommended saying this: “Under section 20 of the Consumer Rights Act 2015, I am exercising my statutory right to reject the goods and treat the contract as at an end. The Act states that, once this right is exercised, the trader has a duty to provide a refund. Please, therefore, process my full refund without further delay.”

When is a shop obliged to give you a refund?

Being offered only store credit when you want your money back can be frustrating. But there is an important difference between returning faulty goods and simply changing your mind.

Jane explained: “Under the Consumer Rights Act 2015, consumers have legal rights when goods are faulty, not of satisfactory quality, not fit for purpose or not as described. The remedy available will depend on when the problem is identified. This can include a refund, repair or replacement.

“Where the law requires a monetary refund, the fact that you originally paid with money means the retailer cannot simply insist that you accept credit to spend in their store instead.

“However, it is important to distinguish between a faulty purchase and simply changing your mind. If you bought something from a physical shop and there is nothing wrong with it, there is generally no automatic legal right to a refund, exchange or store credit. In that situation, you are relying on the retailer’s own returns policy. The position can be different when you buy online, by telephone or mail order, as consumers generally have a 14-day cancellation period, even if the goods are not faulty.”

Check the returns policy before buying

Jane advised checking what a retailer offers for unwanted goods, particularly if you think you might want to return a purchase.

She said: “Retailers should make their returns and refund policies clear and easy for customers to understand. A good policy should explain what options are available for unwanted goods, whether that is a refund, exchange or store credit, together with any time limits and conditions, such as proof of purchase. It is always worth checking the returns policy before buying, particularly if you are unsure whether you may subsequently want to return the item.

“There are also certain goods where special rules can apply. These can include personalised or bespoke items, perishable goods, and some sealed products where breaking the seal means they can no longer be returned for health or hygiene reasons. Your rights can also be affected if you were specifically made aware of a particular fault before you bought the item.

“If a retailer tells you, ‘We don’t give refunds, we only offer store credit,’ don’t simply accept that as the final word but ask them to explain why they believe you are not entitled to a monetary refund.”