Guides › Faulty Goods and Refunds › Shop Offered a Credit Note Instead of a Refund
Shop Offered a Credit Note Instead of a Refund
If you are entitled to a refund for a faulty item, the trader must pay it the same way you paid, with no fee, unless you expressly agree to something else such as a credit note. If you are returning something you simply changed your mind about in a shop, the shop's own policy applies, and it may only offer a credit note or exchange.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Refunds for Faulty Goods
The Law
A refund must be given without undue delay and within 14 days of the trader agreeing you are entitled to it. It must use the same means of payment you used, unless you expressly agree otherwise, and the trader must not charge you a fee for it. source
Change-of-Mind Returns
Shop Policy
Shops do not have to accept returns when you change your mind, so the shop's own policy decides what you get, which may be a credit note or exchange. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysRefund paidFrom when the trader agrees you are owed it
Steps to Take
Step 1 of 5
Check whether you are returning a faulty item or changing your mind.
Step 2 of 5
If faulty, say you want the refund to your original payment method.
Step 3 of 5
Do not accept a credit note unless you want one.
Step 4 of 5
Put the request in writing and keep a copy.
Step 5 of 5
If you paid by card, ask your card provider about chargeback.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Shop
Ask in writing for a refund to your card.
Your Card Provider
Chargeback or Section 75 if the shop refuses.
Citizens Advice Consumer Service
Free advice; can pass cases to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Check any expiry date on a credit note you do accept.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- legislation.gov.uk/ukpga/2015/15/section/20 Checked 13 October 2026
- citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought Checked 13 October 2026
- citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue Checked 8 October 2026