Money-saving expert Martin Lewis has issued a warning to consumers about misleading return rights information on the websites of 30 well-known online retailers, including New Look, The Range, and Selfridges. Speaking on ITV1's Good Morning Britain, Lewis highlighted that some stores are publishing return policies that are worse than the legal minimum.
Under UK law, when you buy something online, you have 14 days after delivery to notify the seller that you wish to return the item, and a further 14 days to send it back. This applies to most items except personalised or perishable goods. However, Lewis found that several retailers were incorrectly stating shorter return windows.
For example, New Look's policy said customers could return sale items within 14 days, but the law allows 14 days to notify and another 14 days to return. Similarly, The Range's policy required items to be returned within 14 days of receipt, rather than the legal 28-day window. Lewis noted that Monsoon and New Look had been flagged for the same issue in 2018 and still had not corrected their policies.
Lewis and his team have compiled a dossier of evidence and are passing it to Trading Standards. A spokesperson for New Look thanked MoneySavingExpert.com for bringing the issue to their attention and said they have updated their website wording to ensure clarity, confirming that customers have 14 days to notify and a further 14 days to return.
The full list of 30 retailers can be found on the Money Saving Expert website. Lewis advised shoppers to be aware of their legal rights and to check the Consumer Contracts Regulations for online purchases.
