Leading UK retailers ‘breaking law’ by not refunding customers for returned goods, Which? finds
Summary
A Which? investigation found that many major UK online retailers are not following the law by failing to refund customers properly when they return goods. Some shops did not refund delivery costs or the price of the items, leaving customers out of pocket.Key Facts
- Which? sent 12 mystery shoppers to buy over 200 items from 17 large UK online retailers.
- Shoppers returned items by post and tracked refund processes, including return costs.
- John Lewis was praised for good communication and became the first to get Which?’s recommended provider for returns status.
- Matalan failed to refund properly in several cases and did not give refunds for original delivery charges.
- Some shoppers paid for delivery and return postage but did not get these costs back.
- Under UK Consumer Contracts Regulations 2013, customers have 14 days to cancel orders and 14 days to return items.
- Retailers must refund standard delivery charges when customers cancel, but do not have to refund extra fees for faster delivery.
- River Island and Sports Direct did not refund standard delivery fees in tested cases and still charged for return postage.
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