Martin Lewis has clarified the legal rights consumers have when returning items, warning that many people are mistaken about their protections. In the latest episode of his podcast, the money-saving expert explained that there is a significant difference between returning goods bought in-store versus online.
For purchases made in a physical shop, Lewis stated: “If you buy items in store, you have absolutely no right of return whatsoever. It's a common confusion, it does not exist - you have no legal right to return items unless they're faulty.” He noted that the only exception is if the store has a published returns policy, which would then form part of the contract.
When it comes to online purchases, the rules are different. Under the Consumer Contract Regulations 2013, consumers have an absolute right to change their mind and return items within 14 days of notification, with a further 14 days to send the item back. However, Lewis warned that retailers can charge for return postage and can even ban customers who make excessive returns, as long as it is not discriminatory.
For faulty goods, Lewis advised using his 'sad farts' mnemonic to determine if an item is faulty: Satisfactory quality, As Described, Fit for purpose, and last a Reasonable length of Time. If faulty, consumers should return the item within a month for a full refund; after that, repair, partial refund, or replacement may apply.
