Many retailers announced extended COVID-19 returns policies, but are they being honoured? We want to know if you’ve been refused a refund.
Did you receive a faulty item during lockdown? Or is that exercise bike you optimistically bought back in March still sat in its box?
Now that shops across the UK are reopening, you can avoid the dreaded Post Office queue and make your returns in-store.
But are all retailers honouring their extended COVID-19 returns policies? Or are you battling to get your money back?
Refused a refund?
Most retailers extended their returns policies when stores shut back in March.
If you’ve got a return to make, it’s well worth double checking what the retailer’s policy is.
Some, such as Argos and Tk Maxx, allow customers 30 days once stores have reopened to make returns, while others such as Debenhams and Sports Direct offer 14 days.
If you think any retailers aren’t honouring their updated policies, or if you’ve had trouble making returns in-store, we want to hear in the comments below.
Your return rights
Online shopping has understandably surged throughout lockdown – here’s what you need to know about making returns:
🔷 You have the right to cancel an online order at any time from the moment you place it, up to 14 days from the day your goods are delivered (though most retailers have extended this window during lockdown).
🔷 If you’ve been sent an item that’s faulty or not as described, you have the right to reject the item and get a refund within 30 days of possessing the goods (again, this window will have been extended by most retailers).
🔷 If you’ve owned the faulty item for less than six months, the retailer must give you a full refund in an attempt at a repair or replacement is unsuccessful.
🔷 You should get a refund within 14 days of the retailer receiving the goods back, or you providing evidence of having returned the goods – whichever is sooner.
🔷 If the retailer has offered to collect the goods, it should refund you 14 days from the date you informed it you wanted to cancel the contract. You don’t have to wait for the retailer to collect the goods to get your refund.
Some retailers offer a courier pick-up service for unwanted items, which can be useful for those self-isolating or not wanting to leave the house.
Have you faced any challenges arranging a pick-up? Or have you been forced to wait a long time for the money to reach your account?
Again, we’re keen to hear of any courier horror stories you might have.
Let me know in the comments if you’ve had issues with retailers honouring their new returns policies.