As the festive season brings a surge in shopping, a leading consumer rights expert has issued a stark warning about the common lies and misleading information used by some retailers to deny customers refunds and returns. Martyn James, a prominent campaigner, broadcaster and journalist, explains your fundamental legal protections and how to enforce them.
The Most Common Retailer Excuses – And The Truth
James states that he regularly hears from readers who are given incorrect information by shops attempting to shirk their responsibilities. Your contract is always with the retailer who sold you the item, not the manufacturer. If goods are faulty, not as described, or don't last a reasonable length of time, the shop is legally obliged to resolve the issue.
"The most common fob-off is when you're told to go back to the firm that made the item," James explains. While you can contact a manufacturer directly, especially for premium brands, you must always notify the retailer first. This action is crucial because it stops the clock on your refund deadlines. For example, if you report a faulty phone on day 28, you have legally reported it within the 30-day window for a full refund.
Who is Responsible for a Missing Parcel?
Another frequent problem is missing deliveries. James is clear: your contract is with the retailer, not the courier. The business that sold the goods is responsible for getting them to you safely and intact. This includes situations where a parcel is left in an unauthorised location, with an unauthorised neighbour, or in an unsecured communal area.
Retailers often reject complaints by showing a photo of a parcel by a door. "That only proves a parcel visited a door at some point," James argues. "It doesn't prove you received it, or that the courier left it there after the photo, or even that it was your door." He advises consumers not to waste time arguing with delivery firm chatbots but to insist the retailer fulfils its obligation.
How to Navigate Refund Delays and Contact Problems
Contacting customer service is increasingly difficult, with many online shops omitting phone numbers and email addresses. This leaves consumers facing often unhelpful 'live chat' systems, which may just be basic chatbots. James suggests typing words like "complaint" or "adviser" repeatedly to trigger a connection to a human agent. If that fails, take screenshots declaring your intent to return the item as evidence.
Once a return is agreed, retailers have a maximum of 14 days from receiving the goods back to issue your refund. "There's absolutely no reason why retailers can't refund you immediately," says James. If the money doesn't materialise, you can ask your card provider to initiate a 'chargeback'. You may need to sign a form outlining the steps you've taken. Services like PayPal have similar dispute resolution schemes.
Your Rights on Return Costs and Specialist Repairs
For faulty or mis-sold goods, you should never have to pay to return them. James highlights that some retailers incorrectly try to charge for returning bulky items like sofas or mattresses. "This is ridiculous – and false," he states.
Similarly, if a retailer sends a specialist to assess or repair a faulty item, they must cover the cost. James advises filming the fault on your phone as evidence, which is also useful if the item mysteriously works when the engineer arrives.
For items bought from online marketplaces, the platform itself has a responsibility to ensure sellers follow UK law. These sites should have dispute resolution services, and your chargeback rights still apply if they fail to help.
High Street Returns and International Retailers
For high street returns after Christmas, always take your receipt. While some shops extend return periods until the end of January, others do not. For non-faulty items, the store sets the rules, so check their policy online first and consider taking a screenshot.
If you're dealing with a firm based abroad that trades in the UK, don't be put off by offers of credit notes or vouchers instead of a cash refund. They must follow UK consumer law, which entitles you to a full refund for faulty goods within 30 days, or within 14 days if you change your mind about an online purchase.
Martyn James concludes by urging shoppers to stand their ground. "Don't back down. Know your rights and be prepared to point out the law calmly and clearly."
