/ Shopping

Ask Which? – Why do I have to give my details for a refund?

Till and card reader

Sylvia asks: I often find that when I return an item to a shop for a refund I’m asked to fill in a form for the shop to keep. It asks for my printed name, my signature, my full address and sometimes my phone number.

They say it’s to prove that the cashier did not take the money from the till. Clearly this is nonsense as a cashier wishing to steal from a till could make up details and fill in a form. Usually there is a manager with them anyway, so they have a witness.

I oblige with only an illegible squiggle and tell them they can’t have any more information as it breaks the Data Protection Act – it usually shuts them up!

But I find this request for so much information worrying and totally unnecessary. If shops have a problem with staff stealing from their tills they need to sort out their staff – not put customers’ information at risk. Or do they sell the details? Why do they take this information?

Joanne Lezemore, senior solicitor for Which? Legal Service, responds:

I appreciate your concern and confirm that companies are not obliged to offer refunds by law and if they do so, it is due either as a gesture of goodwill, or because it has a returns policy.

Where a returns policy is in place, the retailer can set it on whatever grounds it feels fit. However, unless the policy specifically states that you will be obliged to give such information, then it cannot force you to. In fact, I have never seen a returns policy that clearly states upon return that personal details will be taken – normally it will simply state a refund will be given upon production of a receipt. Therefore, you can refuse to offer that information.

You’re right to mention the Data Protection Act (DPA). Under this act, you have a right to know what information companies hold about you and to ask an organisation not to hold or use information about you that causes ‘substantial unwarranted damage or distress’. See our guide on the DPA for more information, including sample letters to use when contacting companies.

Companies use this information for different purposes. It may be that the information is taken for security, or for marketing but it cannot sell that information without your specific consent.

I hope this helps you; please be aware that the guidance I have given is limited by the information I have and should not be treated as a substitute for taking full legal advice.

Are you often asked to give personal details when you get a refund? Would you prefer not to? Have you ever refused to give these details?

Maisie Parrish says:
8 August 2014

I alwys seen to be asked for my full address details when returning an item. Today I returned an item that did not fit to Debenhams, it was under £10 in the sale. The assistant told me she needed all my address details to prevent fraud. I have never heard anything so ridiculous in my life. Usually you start getting junk mail shortly afterwards. Matalan always want these details, and I am pleased to know that I am not obliged to give them

Private says:
21 November 2014

Anyone else noticed that you have to give your email address to even comment on this subject?

Everyone is obsessed with getting your information. If a shop asks me for information when I am buying something (pcworld, etc), then I walk out. They want my money more than I need their product. But seeing as they prepared to lose a sale if they can’t get your details, then maybe it is power they want more.

Sandra says:
17 February 2015

Hi! I would like to know if it’s legal for a retailer to ask for the costumer personal info. to add them on the company data! The reason is that recently my company has introduce the database to our system , and I’m a sales assistant and my manager has been into a hell of a pressure and has been a threatened of losing his job and so the staff members if we don’t take emails and postcodes of the costumers ! As a costumer point of view I find that very personal as I don’t give my details away for caution ! And I feel bad that I have to push for emails and postcodes otherwise I lose my job. From sale assistant I have become and marketing assistant because nowadays it doesn’t matter if a store does target , if it didn’t took that many emails is the same as nothing !

[This comment has been tweaked to align with our commenting guidelines. Thanks, mods]

Elise says:
31 March 2015

My case was infuriating! I bought 2 packs of napkins at £1 each. Their cash register made a mistake and charged me £5, so when I recrived the wrong change, they told me ‘I need your name and address for a refund’. I have done nothing wrong, I didn’t even have a change of mind! I was simply charged the wrong price. It was completely their fault and yet they harassed me for name and address to ‘cover their staff’

Anyone with similar experience?


I wonder what they would have said if you had said you would take them to court for overcharging you. 🙂

I once had a sales assistant at a well known high street shop insisting that I must use one of their carrier bags because that was company policy. I wanted to use my own bag and pointed out that the receipt was adequate evidence that I had purchased the goods. I won that argument and the sales assistant had to endure a lecture on environmental responsibility.

Elise says:
31 March 2015

Well done you for saving the environment! That was all nonsense about ‘you have to use the company’s carrier bag’! How could someone insist on that! They are just being unhelpful.

In my case, I agree that I could have taken them to court for overcharging me! I had the goods in my hand with the price tags and the receipt. I only realised that they have overcharged me when they gave me the wrong change.The sales person was quite young, she looked really apologetic and said ‘by law we need to ask for your name and address’, when I refused, the more senior person said ‘you can just scribble…’ Looked like she didn’t care about the name and address at all, but was too afraid to break the company’s policy.

I understand that the sales assistants don’t want to get into trouble, so they do what they were told, but to tell me that ‘name and adddess are required by law’ was a complete joke! They shouldn’t have said that, if I did take them to court, they would be in so much trouble!


If a sales assistant makes a mistake then surely they could call a supervisor for advice. It must have been obvious that you had a good case for not supplying your name and address in the circumstances.

Of course I would not have taken anyone to court over a couple of pounds but I might say that to help make a sales assistant aware that what they have done is wrong.

Anyway, Elise, I’m sure it won’t happen again.

Nina says:
15 May 2015

Me and my partner have bought some building materials from Jewsons to follow the architects recommendations but as it turned out there was a cheaper and better way to do our flooring. Went back to Jewsons to return the goods in their original packaging and with receipt worth of over £2000 and guess what…no refund as we were told refund it’s up to manager and if they think they can’t sell it quick enough they won’t refund it. How about putting that info by the till or at least mentioning before selling it. How very convenient for them.


I am afraid that is the general rule in retail. Shops are not obliged to give refunds for returned goods unless there is something wrong with them. Some stores make a policy of giving refunds for purchases even if you have changed your mind and t