Can a shop refuse to give a refund in the UK?
Short answer
Only for change of mind in a physical shop, if they have no policy offering one. They cannot refuse where goods are faulty, not as described or not fit for purpose. Within 30 days you have an outright right to reject and get a full refund, and 'no refunds' signs are unlawful.
Verified · 4 cited sources
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for any purpose you made known, and as described. These rights are automatic and cannot be excluded by any sign, term or store policy.
The remedies are tiered. Within 30 days of taking ownership you have a short-term right to reject faulty goods for a full refund, with no deduction for use and no obligation to accept a repair. After 30 days you must give the retailer one chance to repair or replace, at their cost, within a reasonable time and without significant inconvenience. If that fails, you can reject for a refund or keep the goods and claim a price reduction.
For the first six months, a fault that appears is presumed to have been present at the point of sale, and the retailer must prove otherwise. After six months the burden shifts to you, which for expensive items usually means an independent report.
The overall limit for bringing a claim is six years in England, Wales and Northern Ireland and five in Scotland. That is not a guarantee the item will last that long — it is the limitation period for a claim.
Online, distance and off-premises purchases are different. Under the Consumer Contracts Regulations you have 14 days from delivery to cancel most of them for any reason at all, including simply changing your mind, and a further 14 days to return the goods. Exceptions include personalised items, perishables and sealed audio, video or software once unsealed.
You need proof of purchase — a receipt, card statement, order confirmation or warranty card — but not the original packaging.
- 'No refunds' signs are unlawful; consumer rights cannot be excluded
- 30 days: outright right to reject faulty goods for a full refund
- After 30 days: one repair or replacement, then refund or price reduction
- Six months: the retailer must prove the fault was not present at sale
- Online purchases: 14 days to cancel for any reason, plus 14 days to return
People also ask
Sources & provenance
Facts verified
- 1.Consumer Rights Act 2015 Legislationlegislation.gov.ukUsed for: Satisfactory quality, the 30-day right to reject and the tiered remedies
- 2.If something you bought is faulty OfficialCitizens AdviceUsed for: Practical application of the remedy tiers and the six-month burden of proof
- 3.Consumer Contracts Regulations 2013 Legislationlegislation.gov.ukUsed for: 14-day cancellation right for online and distance sales and its exceptions
- 4.Receipts and proof of purchase OfficialCitizens AdviceUsed for: What counts as proof of purchase
All rights described come from the Consumer Rights Act, the Consumer Contracts Regulations and Citizens Advice as cited. Limitation periods differ between Scotland (five years) and the rest of the UK (six). This is general information, not legal advice; free help is available from Citizens Advice, Advice Direct Scotland and Consumerline.
Facts on this page are taken from the sources listed above — UK government departments, devolved administrations, regulators, statutory bodies and official statistical releases. Comparisons, judgements and "which option suits whom" conclusions are AI-assisted analysis written over those sources; they are marked in the text and listed as an AI-analysis entry in the sources, not attributed to any authority. Rates, thresholds, fees and processing times change, usually at the start of a tax year in April; figures are current as at the review date shown and should be confirmed with the responsible body before you rely on them. Much of what follows differs between England, Scotland, Wales and Northern Ireland — where it does, this site says so.