Consumer help

Consumer rights, refunds and money disputes

Practical first steps for purchases, complaints, refunds and keeping good records.

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Start with the contract and evidence

Keep receipts, order confirmations, warranty terms and a timeline of what happened. Consumer rights depend on what was bought, how it was purchased, the seller and the relevant UK law.

A retailer's voluntary returns policy is not the same as statutory rights when goods are faulty. Check the applicable rules before assuming a refund is automatic.

Questions to ask

Was the purchase online, in person or from a private seller?
What outcome are you requesting and why?

Raise the problem clearly

Contact the seller or service provider with a concise explanation, supporting evidence and the remedy you seek. Keep copies of correspondence and any reference numbers.

Some card payments may have additional protections, such as chargeback or statutory credit protections in qualifying circumstances; these are not universal guarantees.

Questions to ask

Have you contacted the correct trader or provider?
Are there relevant time limits?

Find independent guidance

Citizens Advice provides consumer guidance for England and Wales, with distinct services in Scotland and Northern Ireland. Regulated financial complaints may follow separate complaint and ombudsman processes.

Do not send bank details or identity documents to an unverified party offering to recover funds.

Questions to ask

Is this a consumer purchase or a regulated financial complaint?
Could independent advice help before escalating?

Useful next steps

This is general UK financial education, not a personalised recommendation. Rules, prices and entitlements can change; check your circumstances and the relevant UK nation.

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A change of mind is not the same as faulty goods

For goods bought from a trader, statutory rights when an item is faulty, not as described or not fit for purpose differ from a voluntary shop returns policy. A customer generally cannot insist on a refund just for changing their mind after buying in person, though distance-sales rules and exceptions may apply. Available remedies and time limits depend on the contract, the goods, the facts and applicable law; seek independent guidance if a dispute arises.

GOV.UK: Consumer rights · GOV.UK: Refunds and returns — legal rules · Legislation: Consumer Rights Act 2015

References checked 14 November 2026. These are limited factual clarifications, not a substantive review of every statement in this guide or individual advice. Please check for later changes.