Key Highlights
- Your rights on Christmas returns are detailed in this article.
- Different rules apply for returns in stores versus online purchases.
- Template letters for complaints to retailers are provided by Denise Nurse.
- The Consumer Rights Act and the Consumer Contracts Regulations govern your rights.
Your Rights on Christmas Returns: A Guide for Shoppers
BBC Morning Live Legal Expert, Denise Nurse, joined us to explain how you can protect your money during the busy Christmas shopping season. With Black Friday and Cyber Monday in full swing, it’s crucial to understand your consumer rights when making returns.
In Store Returns: The Law of Change of Mind
When returning items purchased in store, the law does not give shoppers an automatic right to return something purely because they change their mind. However, retailers must take back faulty goods or items that do not match what you were told at the point of sale. According to the Consumer Rights Act, if a fault appears within 30 days, you are entitled to a refund. After this period, the retailer has one attempt to repair or replace the item; otherwise, you can move to a full refund.
Online Shopping: The Cooling-Off Period
Online shopping is governed by different rules under the Consumer Contracts Regulations. You have 14 days from receiving an item to change your mind and return it. This rule applies even if the item is perfect, with a few exceptions such as personalised items or certain hygiene products that can’t be resold safely once opened.
Much like in-store purchases, many retailers offer extended returns policies for Christmas gifts, starting from October until January.
These policies are optional but become part of your contract when advertised by the retailer. Always check the policy before making a purchase to ensure you have the flexibility needed.
Complaining and Getting Your Money Back
To make an effective complaint, start by contacting the retailer through a trackable method such as email or online forms. Include receipts, order confirmations, and screenshots of the returns policy. Clearly state the problem in simple terms and what you want the retailer to do, with a short deadline for their response.
For faulty goods, refer to your rights under the Consumer Rights Act.
To aid this process, Denise Nurse has created three template complaint letters covering various scenarios:
- Faulty Goods
- Private Sellers (e.g., eBay or Etsy)
- Cancelling or Returning Online Purchases
You can download these templates from the BBC Morning Live website. Using these letters ensures your complaints are clear and based on your legal rights, helping to speed up the refund process.
Escalating Complaints
If a written complaint does not resolve the issue, escalate through the payment method used. For credit card purchases over £100, you can pursue the card provider under Section 75 of the Consumer Credit Act because they share liability with the retailer. For debit card payments or credit card purchases under £100, request a chargeback from your bank.
While not guaranteed, banks may agree when the retailer has not followed the law or their own policies.
Keep every piece of correspondence to strengthen your case. If the dispute continues, many large retailers have escalation teams that respond once a complaint reaches social media or the stage of a formal dispute. Sticking to your legal rights increases your chances of having the refund processed without further delay.
Your Rights at Christmas: A Final Reminder
Whether you’re shopping online or in-store, understanding your consumer rights can help you navigate the holiday season with confidence. By following these guidelines and using the templates provided, you can protect your money and ensure a smoother return process this Christmas.
If you’ve run into problems when attempting to return something, don’t hesitate to get in touch through our WhatsApp or email.
