Accepting returns and giving refunds

Last updated: 27 August 2018

You must offer a full refund if an item is faulty, not as described or does not do what it's supposed to.

Visit GOV.UK for information on:

  • when you do not have to refund a customer
  • online, mail and phone order sales
  • repairs and replacements
  • warranties and guarantees
  • proof of purchase
  • items returned by someone other than the buyer
  • penalties for displaying notices

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