Consumer expert Jane Hawkes has clarified when UK shoppers are legally entitled to a cash refund rather than a voucher or store credit, explaining the rules under the Consumer Rights Act 2015.
Hawkes, who runs the free advice website www.ladyjaney.co.uk, said retailers "cannot simply replace a right to a refund with a voucher or store credit because it suits their returns policy."
Statutory rights under the Consumer Rights Act
She said: "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."
Changing your mind vs faulty goods
However, Hawkes stressed the distinction 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."
Special rules and how to push for a refund
Hawkes noted that special rules can apply to certain goods, including 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. Rights can also be affected if a buyer was specifically made aware of a particular fault before purchase.
She advised shoppers not to accept a refusal at face value: "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."
If a statutory right to a refund exists, Hawkes advised making clear you are invoking your rights under the Consumer Rights Act 2015, and suggested saying: "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."
