Shop return policies vary, but underneath them sits a legal minimum that applies whatever an individual retailer’s page says. Knowing where that line falls is useful, because a shop’s stated policy is sometimes more generous than the law and occasionally less.

This is general information rather than legal advice, and it covers consumer purchases from UK-based retailers.

Changed your mind: 14 days, and it is a right

For most things bought online, over the phone or by mail order, the Consumer Contracts Regulations 2013 give you 14 days from receiving the goods to tell the retailer you are cancelling. You then have a further 14 days to send the items back. You do not have to give a reason, and this applies even if there is nothing wrong with the item.

Two things people are commonly caught out by:

  • Return postage is usually yours to pay unless the retailer says otherwise. Some deduct it from the refund. Others, such as Charles & Keith, advertise free returns — that is them being more generous than the minimum, not the standard.
  • You can handle goods, not use them. You are entitled to examine an item as you would in a shop. Go beyond that and the retailer may reduce your refund to reflect the loss in value.

Some categories are excluded — perishable goods, personalised items, and sealed products unsealed after delivery, among others.

Something is wrong with it: a different right

Faulty goods are covered by the Consumer Rights Act 2015, which is separate from changing your mind. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject them and get a full refund within 30 days of receipt.

After 30 days, the retailer is generally entitled to attempt a repair or replacement first. Return costs for faulty goods are the retailer’s, not yours.

Your contract is with the shop

Not the manufacturer, and not a site like this one. If something is wrong, the retailer you paid is who must put it right, even where a manufacturer warranty also exists.

If you paid by credit card and the item cost more than £100, Section 75 of the Consumer Credit Act may make your card provider jointly liable — a useful route if a retailer stops responding. Debit card payments are not covered by Section 75, though your bank may offer chargeback.

Practical points worth knowing

  • Send returns where they tell you to. Some retailers use a returns address different from the one on their website — SnoozeShade say so explicitly — and a parcel sent to the wrong address can be treated as never received.
  • Keep proof of postage. Until the item reaches the retailer it is your responsibility, and without proof you may be left claiming from the courier.
  • Cancel in writing. Email creates a record of the date, which is what the 14-day clock turns on.
  • A discount does not remove your rights. Buying something with a code changes nothing about returns or faults.

For the current official position, the Citizens Advice consumer pages are the place to check. Individual retailers’ terms are on their own sites, and where we list delivery or returns details on a store page, we have taken them from there.