07-07-2025
Major retailers including Home Bargains and The Range misleading shoppers about their refund rights – are you due cash?
MAJOR retailers including Home Bargains and The Range are reportedly misleading shoppers about their refund rights.
Findings from Martin Lewis's Money Saving Expert found that over 30 shops and cafés' online return policies suggest consumers have fewer rights than what the law entitles them to.
Under the Consumer Contracts Regulations 2013, customers always have 14 days after the day of receiving a product to notify the retailer that they wish to make a return.
Shoppers then have a further 14 days after that to send the product back.
But it is important to note that this does not apply to certain goods such as perishable or personalised items, or sealed audio, video or computer software which has since been opened.
These can only be returned if they're faulty, or if the retailer's policy allows it.
Retailers must inform customers of their legal return rights before they make a purchase.
If shoppers are not informed of their return rights, for example not displaying information on the website, the window for a return is extended to 12 months.
These statutory rights overrule a retailer's individual policy.
For example, Home Bargains ' return right states: "You can return your order, or part of it, for any reason within the specified period of time after delivery. Via EVRi/Courier: 14 Days. To Store: 28 Day".
MSE said this breaches shoppers rights as law states that online shoppers have 14 days to change their mind, and a further 14 days to return the item.
Meanwhile, The Range also states that customers only have two weeks to return, when they should have up to 28 days.
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Meanwhile, Selfridges also claimed that customers only have 14 days to return products.
Monsoon was also found to have miseled customers, but told The Sun it has since updated the language on its website.
They said: 'We read Martin Lewis's comments this morning and have taken immediate steps to update the wording on our website to make it clear that our returns policy complies fully with our customers' statutory rights'
All mentioned parties have been approached for comment.
Keeping this mind the next time you shop online can ensure you don't miss out on cash you are owed back as part of your return.
Martin Lewis, MSE founder told the outlet: "It's important for people to know that as a legal minimum… while you can only return goods bought in-store if they're faulty… buy something online and you have a no-fault right of return, provided it is not perishable or personalised.
"You have up to 14 days after delivery in which to tell the retailer you're sending an item back, and 14 days after you tell them to return it."
YOUR RETURN RIGHTS EXPLAINED
THE SUN'S Head of Consumer, Tara Evans, explains your return rights:
YOUR right to return items depends on where you purchased it and why you want to return it.
If you bought an item online then you are covered by the Consumer Contracts Regulations, which means you can cancel an item 14 days from when you receive it.
You then have a further 14 days to return the item, once you've notified the retailer that you want to return it.
If an item is faulty - regardless of how you bought it - you are legally able to return it and get a full refund within 30 days of receiving it.
Most retailers have their own returns policies, offering an exchange, refund or credit.
Shops don't have to have these policies by law, but if they do have one then they should stick to it.
