Shopping online is convenient, but it's easy to feel unsure of where you stand when something arrives faulty, doesn't fit or turns out to be an unwanted gift. UK law gives you a solid set of rights when you buy from a business, and many retailers offer more on top. This article explains the basics in plain English. It's general information, not legal advice; for your specific situation, Citizens Advice is a good free starting point.
Two different situations: changing your mind vs faulty goods
It helps to separate two cases, because different rules apply.
- You've changed your mind about something that's fine: it doesn't fit, you don't like the colour, or you found it cheaper elsewhere.
- The item is faulty, not as described, or not fit for purpose.
Changing your mind: the 14-day cancellation right
When you buy goods online, by phone or by mail order from a trader, you normally have a right to cancel. According to gov.uk guidance for businesses:
- You can tell the seller you want to cancel within 14 days of receiving the item.
- You then have another 14 days to send it back.
- The seller must refund you within 14 days of receiving the item back (or evidence you've sent it).
Some points to know:
- Return postage: the seller can ask you to pay for returning an item you've changed your mind about, but only if they told you so before you bought. Many big retailers offer free returns anyway.
- Handling: you can handle the item as you would in a shop to check it, but if you've used it beyond that, the seller may be able to reduce the refund.
- Exceptions: some goods are usually excluded, such as personalised or made-to-order items, perishable goods, and sealed items like cosmetics or earrings once unsealed for hygiene reasons. Digital content you've started downloading is also usually excluded.
This right doesn't apply in the same way when you buy in a physical shop. There, returns for change of mind are usually down to the shop's own policy.
Faulty goods: your rights under the Consumer Rights Act
Goods bought from a business must be of satisfactory quality, fit for purpose and as described. If they're not:
- In the first 30 days you can normally reject the item and get a full refund.
- After that and within six months, you're usually entitled to a repair or replacement first. Gov.uk explains that within six months it's generally up to the seller to show the item wasn't faulty when you bought it.
- If a repair or replacement doesn't work, you can then ask for a refund or a price reduction.
- After six months, you can still claim, but you may need to show the fault was there when you bought it, for example with an independent report.
Your claim is against the retailer you bought from, not the manufacturer, although a manufacturer's guarantee may give you extra options.
Christmas gifts and extended returns
Many large UK retailers extend their returns window over the festive period, so items bought in November can be returned in January. This is a policy, not a legal requirement, and it varies a lot. Before buying gifts:
- Check the retailer's Christmas returns dates.
- Ask for a gift receipt where offered, so the recipient can exchange without seeing the price.
- Remember the 14-day cancellation clock usually starts when the item is delivered, which could be well before Christmas.
Marketplace sellers and private sellers
On Amazon and eBay, you may be buying from the platform itself, from a business seller, or (on eBay) from a private individual.
- Business sellers must follow consumer law, including the 14-day cancellation right.
- Private sellers don't have the same obligations. Items must be as described, but there's no automatic right to return because you changed your mind.
- Platforms often have their own buyer protection schemes on top of the law, with their own claim windows. Check them if something goes wrong.
Our article on checking a seller on Amazon and eBay explains how to tell what kind of seller you're dealing with.
If an item doesn't arrive
When you buy from a trader, the goods remain the seller's responsibility until they're delivered to you or someone you've nominated. If a parcel goes missing in transit, contact the seller rather than the courier.
Paying by card adds protection
- Credit card purchases over £100 (and up to a set upper limit) may be covered by Section 75 of the Consumer Credit Act, which can make your card provider jointly responsible.
- Debit cards, and credit card purchases under £100, may be covered by chargeback, a scheme run by card networks rather than a legal right.
Check with your bank or card provider for details.
How to make a complaint
- Contact the seller in writing, saying what's wrong and what you want (refund, repair or replacement).
- Keep copies of order confirmations, photos and messages.
- Give them a reasonable time to respond.
- If that doesn't work, get free advice from Citizens Advice, or use the platform's dispute process or your card provider.
Quick summary
- Changed your mind on an online order from a business? Usually 14 days to cancel, then 14 days to return.
- Faulty? Reject for a refund within 30 days; repair or replacement after that.
- Christmas returns are extended by many shops by policy, not by law.
- Private sellers have fewer obligations.
Knowing these basics makes it much easier to shop for Black Friday and Christmas without worrying about getting stuck with something that doesn't work.