How to return unwanted goods

Returning goods after buying online or by mail order

You can cancel most orders of this type or send the goods back provided you do so within 14 days of receiving them.

You will not be able to return certain things, for example a T-shirt with a personal message, made-to-measure curtains, or perishable items such as food.

Charges for returned goods

You should not be charged for cancelling your order within the cooling-off period. However, if you paid for a more expensive delivery method, you might only be refunded the standard delivery charge.

And in some cases, you may be responsible for return postage. If this is the case, it should be stated on the company’s returns policy which was provided to you when your order was accepted.

Returning goods after buying from a shop

High-street retailers are under no obligation to offer refunds for unwanted items that aren’t faulty.

However, many will allow you to exchange unwanted goods or give you a credit note.

Typically, items have to be returned within a certain period, say 14 days, and must be in perfect condition.

Some stores have a policy of not offering exchanges on goods bought in the sales, however.