Buying Goods In Store

The goods must meet the three key standards: satisfactory quality, fit for purpose, and as described. If they don't, you have a clear path of remedies.

Changing Your Mind

Do not presume that you have the right to return goods just because you have changed your mind – shops do not have to have to provide a returns policy by law and if one exists, check its terms, what can be returned, by when and what proof of purchase is required.

Faulty Goods

First, within the initial 30 days from when you receive or collect the goods, you have a short-term right to reject them for a full refund if they're faulty or not as described.  However, the burden is on you to prove that the goods were faulty at the time of sale.

After those first 30 days, you can still ask for a repair or replacement at no extra cost to you — the seller must do this within a reasonable time and without causing you significant inconvenience. The seller usually gets one chance to get it right, but if the repair or replacement fails or isn't possible, you move to the next stage.

You can then choose a price reduction (keeping the faulty item) or exercise the final right to reject for a refund. For the final rejection, if the fault appears within the first six months, it's assumed to have been there from the start (unless the seller proves otherwise), and you normally get a full refund with little or no deduction for use. After six months, a deduction for use might apply.

Always keep your proof of purchase (receipt, bank statement, or email confirmation) and act reasonably quickly — delays can weaken your position.

Payment Method Matters for Extra Backup

- Chargeback: Available for debit and credit cards — your bank can reverse the transaction if the seller won't help (time limits usually around 120 days, but check with your bank).

- Section 75: Only for credit card purchases of £100–£30,000 — the card company is jointly liable, so you can claim directly from them even if the shop has gone out of business.  Even if the claim is rejected you can still refer the matter to the Financial Ombudsman Service.

Most shops want to resolve complaints quickly to protect their reputation. Start politely but firmly in writing if possible (email or letter). If they refuse or delay unreasonably, we can help draft a formal letter setting out your rights or advise on next steps like small claims.