TL;DR: Too long, Didn’t read
Faulty Item? You have a legal right to a full refund if you return it within 30 days.
Changed Your Mind? If you bought it in a shop, you have no legal right to a refund. It is up to the shop’s policy.
Lost the Receipt? You do not need a physical receipt. A bank statement or transaction record is valid legal proof of purchase.
Sale Items: You have the exact same legal rights for sale items as full-price items if they are faulty.
We have all been there. You buy something, it breaks a week later, and you take it back to the shop. The manager crosses their arms and says, “Sorry, no receipt, no refund.” Or worse, “We don’t do refunds on sale items.”
Are they right? Usually, no.
If an item is faulty, the law is on your side, not theirs. Signs that say “No Refunds” are often illegal.
A Quick Story: Meet Tom
Tom buys a winter coat for £80.
Two weeks later, the zip snaps and the lining rips.
He takes it back, but he has lost the paper receipt.
The shop assistant says, “Store policy says we need a receipt. We can only offer you a gift card.”
Tom feels stuck. He doesn’t want a gift card; he wants his £80 back.
The Verdict: Tom is right. Because the coat was faulty (not fit for purpose) and he returned it within 30 days, he is entitled to cash. He can use his banking app to prove he bought it.
The “Golden Rule”: Faulty vs. Changed Mind
This is the single most important distinction in UK Consumer Law.
Scenario A:
The Item is Faulty If the item is broken, poor quality, or not as described, the Consumer Rights Act 2015 protects you.
0–30 Days: You have the “Short-Term Right to Reject.” You can demand a full cash refund.
30 Days – 6 Months: You must give the retailer one chance to repair or replace it. If that fails, then you get a refund.
Scenario B:
You Just “Changed Your Mind” If the item is fine but you just don’t like the colour or it doesn’t fit:
In-Store: You have ZERO legal rights. The shop does not have to refund you. (Most good shops will, but they don’t have to).
Online: You have 14 days to cancel the order and another 14 days to return it. This is called the “Cooling-Off Period.”
The “No Receipt” Myth
Shops love to say “No receipt, no return.” This is false.
The law says you need “Proof of Purchase.” This does not have to be the thermal paper receipt. You can use:
A credit card statement.
A bank transaction on your phone app.
An email confirmation.
If you can prove you bought the item from them on a specific date, they must accept it.
Your 3-Step Action Plan
If a shop is refusing you, follow these steps.
Step 1:
Quote the “Short-Term Right to Reject” If you are within 30 days, use these exact words:
“Under the Consumer Rights Act 2015, this item is not of satisfactory quality. I am exercising my short-term right to reject it for a full refund.” Most managers will fold immediately when they hear this legal term.
Step 2:
Show Alternative Proof If they ask for a receipt, open your banking app. Show them the transaction date and amount. Say:
“Here is my proof of purchase. The law states I do not need a specific paper receipt, just valid proof of the transaction.”
Step 3:
The “Chargeback” Option If they still refuse, stop arguing. Leave the shop.
Call your bank and ask for a “Chargeback” (for Debit cards) or a “Section 75 Claim” (for Credit cards if over £100).
Tell the bank the retailer is breaching your statutory rights. The bank can often take the money back from the shop forcefully.
Summary:
Don’t Be Bullied Shops rely on you not knowing the rules.
Broken Item? You get cash, not a credit note.
No Receipt? Use your bank statement.
Sale Item? You still have full rights if it’s faulty.
(Sources: Consumer Rights Act 2015, Citizens Advice – Return Goods)