When something you bought is faulty, wrong, or never arrives, getting your money back can feel like a fight. It usually is not, once you know your rights and the right order to use them. This guide covers what UK law actually gives you, how to escalate, and the mistakes that let sellers stall you.

What the law gives you

The Consumer Rights Act 2015 is the backbone of shopping protection in the UK. It says goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have clear remedies. Services must be carried out with reasonable care and skill.

The 30-day right to reject

For faulty goods, you generally have a short window, commonly described as 30 days, to reject the item and get a full refund. After that, the seller usually gets one chance to repair or replace before a refund comes back into play.

Who is responsible

Your contract is with the retailer who sold you the item, not the manufacturer. So you claim from the shop or website, even if the fault is the maker’s. Do not let a seller send you off to the manufacturer to avoid their duty.

Using your payment method as leverage

Section 75 for credit cards

If you paid for something between a certain value range on a credit card and it goes wrong, Section 75 of the Consumer Credit Act can make the card provider jointly liable with the seller. This is powerful when a retailer disappears or refuses to help.

Chargeback for debit and other cards

Chargeback is a scheme run by card networks rather than a law. It can claw back a payment when goods do not arrive or are not as described. It is not as strong as Section 75, but it covers many debit card cases and has time limits, so act promptly.

A real scenario

Someone buys a coffee machine online that stops working after two weeks. The retailer offers only a repair. Because the fault appeared within the early rejection window, the buyer points to the Consumer Rights Act and asks for a full refund instead. When the retailer stalls, the buyer notes they paid by credit card and can raise a Section 75 claim. Faced with clear rights, the retailer refunds. The order of pressure, law first, then payment provider, is what worked.

Common mistakes and how to fix them

  • Accepting store credit for a faulty item: For faulty goods you are generally entitled to money back, not just a voucher.
  • Complaining to the manufacturer: Claim from the retailer who sold it to you.
  • Being vague: State the fault, the law, and the exact remedy you want in writing.
  • Waiting too long: Rejection rights and chargeback both have time limits. Act quickly.
  • Not keeping records: Save receipts, order numbers, and all messages as evidence.

Your action checklist

  • Write to the retailer, describe the fault, and state the remedy you want.
  • Reference the Consumer Rights Act 2015 for faulty or misdescribed goods.
  • If ignored, raise Section 75 (credit card) or chargeback (debit card).
  • Keep every receipt, email, and reference number.
  • If stuck, get free guidance from Citizens Advice.

Conclusion and next step

Refunds are far easier when you claim in the right order: retailer first, backed by the law, then your card provider. Your next step is to put your complaint in writing today, clearly stating the fault and the refund you expect, so there is a record from the start.

FAQ

Can a shop refuse a refund on a faulty item?

For genuinely faulty goods, your rights under the Consumer Rights Act generally override a shop’s own no-refund policy. A no returns sign cannot remove those legal rights.

What if I just changed my mind?

Change-of-mind returns are not guaranteed for in-store purchases, though many shops allow them as a courtesy. Online purchases often carry additional cancellation rights, but these differ from faulty-goods rights.

How is Section 75 different from chargeback?

Section 75 is a legal protection for many credit card purchases that makes the card provider jointly liable. Chargeback is a card scheme, not a law, and commonly applies to debit cards. Section 75 is generally the stronger route when it applies.

Where can I get free help?

Citizens Advice offers free, well-known guidance on consumer rights in the UK and can help you understand your position before you escalate.

References

  • Consumer Rights Act 2015, the primary UK law on faulty goods and services.
  • Consumer Credit Act 1974, Section 75, on credit card purchase protection.
  • Citizens Advice (citizensadvice.org.uk), a well-known source of free consumer guidance.