Changed my mind, can I return it?

Lesson 2 of 12 in our free Consumer Rights guide: a 5-minute money game with the key points below.

This lesson is in the full version.

Free with a code from your uni, college, council, landlord or employer (worth £600/year). Lesson 1 of Consumer Rights is free for everyone.

Questions you'll answer

Mo bought a jumper in store, it's perfect, but Mo now hates the colour. The shop offers store credit only. What's the situation?

Myth: “Shops must legally accept returns of non-faulty items bought in store.” — There's no legal right for change of mind in-store. Any returns policy is a goodwill bonus.
Fact: “If a shop HAS a returns policy, it should stick to what it says.” — Once they promise it, it becomes part of the deal. Read it before you buy.
Myth: “A 'no refunds' sign means you can't get a refund for faulty goods.” — A trader can't take away your legal rights for faulty goods. 'No refunds' only applies to change of mind.
Fact: “Gift receipts usually give you an exchange or store credit, not cash back.” — Gift returns are policy-based. Most shops offer credit or an exchange.
Refund for a kettle that won't switch on → Legal right. Faulty = Consumer Rights Act.
Returning shoes in-store because they 'don't vibe' → Shop policy. Change of mind in-store depends on the shop.
Extended returns over the Christmas period → Shop policy. A nice policy perk, not the law.
Cancelling an online order within 14 days of delivery → Legal right. Distance selling rules give a cooling-off period for most online buys.