Consumer rights champion Martyn James explains everything you need to know about your return rights ahead of the busy Christmas period
It’s that time of year where millions of packages are flying around the UK.
The crazy combination of Christmas shopping and endless sales get us all spending – sometimes a little more than we should. It’s also the peak time of year for returning goods. Maybe you’ve purchased something late at night after a mulled wine or two and have woken up to buyer’s regret.
Or that dress you ordered in four sizes looks awful in all of them. Or you thought you bought a specific item but it turns out you’ve bought something quite different! We actually have a surprisingly comprehensive number of rights when it comes to returning goods, though shops often make it difficult for us to do this. So in this feature, I’m gathering together everything you need to know about returning items. From things that don’t work to awkward presents that you’re not keen on!
Returning goods, the lowdown
Shops that trade in the UK must allow you to return items for free if they are misrepresented or not as advertised. For many online purchases, you can change your mind too if you act quickly. So retailers must have a returns guide on their website informing you how this works.
Returning goods can be a bit of a faff though – and different retailers use different methods when they ask you to send back items. Some retailers will deliver goods in packaging that can be reused to return the item, so don’t rip in to the parcel to get to the goods! Others will have instructions on their website about how to return your purchases.
In this world of new technology, you shouldn’t have to print off a returns label any more (in most cases). Most retailers will allow you to return goods through third parties, like newsagents, the Post Office or other ‘drop shops’. You’ll usually be given a barcode or QR code to be scanned at the shop. I’d make a point of photographing the parcel and the receipt you get from the place where you ‘post’ it, just in case it goes missing in transit.
Damaged goods
The Consumer Rights Act allows you to return anything that’s not as advertised or is damaged. If this is done within 30 days of purchase, you get a full refund. That includes if a courier company has left it in a recycling bin, chucked it over a fence or left it somewhere you haven’t authorised.
The act says that your purchases must be of ‘satisfactory quality, as described or fit for purpose’. If the goods you buy don’t fit in to these categories you are entitled to a full refund. If the goods are a gift, then check it now, in case the 30 days elapses from ordering the item to the big reveal on Christmas day. If the item packs in or something goes wrong within six months of purchase, you have to give the retailer one shot at a repair or replacement first, but if things still don’t work then again, you can get a refund.
Online shopping
Buyer’s regret? The Consumer Contract Regulations 2013 allows you to cancel contracts when you buy online within 14 days. The law also sets out what a ‘fair’ contract between you and a business is. The law mainly applies to online purchases and gives you a 14-day cooling off period.
However, if you buy on the high street, you are not covered by the law and are at the mercy of the shop’s returns policy. There are lots of exceptions for online purchases though, including holidays, gigs and events, perishable items and things made to order.
What if I just don’t like it?
If you want to return something that you don’t like or it just isn’t your thing then the rules are a bit different. Some retailers do allow you to return items if you have the receipt. The shop is allowed to set the rules and timescales for returning items when nothing is wrong with them – online or on the high street. The jury is out on whether a photo of a receipt counts, and bank statements simply prove you bought something.
If you don’t have the original receipt, call the customer service team before you pop in to a shop so you don’t queue for ages only to be turned away. You may have to settle for a credit note for these returns if that’s the store’s policy. But remember – if the goods are damaged or not as advertised, the purchaser is entitled to a full refund.
Returning gifts
It’s Christmas day and you really hate that jumper Aunty Betty bought you, but you don’t want to hurt her feelings. The returns rights mentioned above can help you… but the money will be returned to the purchaser. So if you want to ensure everyone is happy, here’s what to do.
Check the wrapping
When you’re unwrapping your gifts, take your time and keep an eye out for any gift receipts tucked in with the present. A gift receipt is essential for returning gifts. It is basically an additional receipt provided by the retailer with the price not included, so the person who gets the gift can return and exchange items. It’s at the discretion of the store whether you get a cash refund, store credit or the money is paid back to the purchaser. But a gift receipt usually means you get the cash or credit.
What gifts can’t I return?
There are a few things you’re just going to have to live with, I’m afraid:
- Perishable goods: From food to flowers, you’ll have to use them or lose them. If there’s something wrong with the items, then the person who gave you the gift can apply for a refund.
- Broken packaging: A bit of a contentious one this. You are allowed to open a package to see if the goods are as advertised and to see if they are not damaged. But some stores get funny if you cut the tags off. If you’ve had a cheeky night out in an outfit and given it the once over with some Febreze to hide your sins, then you’ll be rumbled. And underwear or other ‘intimate’ items are usually excluded for obvious reasons.
- Crafty gifts and things made for you: If the gift has been personalised with your name or initials then you can’t return the goods (so think twice before getting that expensive phone engraved). The same goes for things created for you, as these have effectively been commissioned, though the seller may consider a return if the item could be resold.
Before you attempt to return an item
Check the website of the store and note down its returning policy. Remember if you’re going to the high street, staff will be dealing with the sales and long queues of grumpy people, so be nice. It helps to have the returns policy to hand just in case, so why not save a screenshot on your smartphone or print one off? If you can contact the business beforehand, you could save yourself a lot of time and frustration.
Regift or sell it on
Of course, you can take matters into your own hands and sell on the item. There are literally hundreds of vintage, specialist and second-hand online and app-based marketplaces where you can sell pretty much anything. Watch out for the buyer/seller contract rules though and make sure you’ve checked the postage rules.
Many a budding retailer has come unstuck when a delivery dispute is raised by the buyer. Remember even the most hideous jumper or ornament will have someone out there who loves it. So don’t bin anything that you can’t sell, share or regift (just make sure you remember who gave you the item in the first place!)
- Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist
