Guides › Faulty Goods and Refunds › Refund Not Received After Returning an Item
Refund Not Received After Returning an Item
If you cancelled an online, phone or mail-order purchase and returned it, the seller must refund you within 14 days of getting the goods back, or of you giving evidence that you sent them, whichever is sooner. If a refund for a faulty item was agreed, it must be paid within 14 days of agreeing.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Refund Deadlines
Online Orders: Refund Deadline
The seller must refund you without undue delay, and within 14 days of getting the goods back or of you supplying evidence that you sent them, whichever is sooner. If nothing needs returning, within 14 days of being told you are cancelling. The refund must use the same payment method, with no fee (regulation 34). source
Refund Deadline
Refunds must be paid without undue delay, and within 14 days of the trader agreeing you are entitled to one. source
Getting Your Money
Section 75
If you paid by credit card, or with regulated buy now pay later, Section 75 can let you claim from the card or credit provider as well as the shop. source
Section 75 and Chargeback
Section 75 and chargeback can help if the retailer will not refund: credit card (over 100 pounds and up to 30,000 pounds, bought directly from the trader) or debit/charge card chargeback; PayPal disputes must be opened within 180 days of payment. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysRefund after you cancel and returnFrom the seller getting the goods back, or your evidence you sent them
- 14 daysRefund once agreedWithin 14 days of the seller agreeing you are entitled to one
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Find your proof of return: the postage receipt or tracking number.
Step 2 of 5
Write to the seller, give the date it received the item (or your proof of posting) and ask for the refund by a set date. Our free letter templates can write it for you.
Step 3 of 5
Check your account statement: refunds go back to the payment method you used.
Step 4 of 5
If the seller does not pay, ask your card provider about chargeback or Section 75, or PayPal if you paid that way.
Step 5 of 5
Get help from the Citizens Advice consumer service if you are stuck.
(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 Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
Always get proof of postage when you return something, and keep it until the refund arrives.
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: 12 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/uksi/2013/3134/regulation/34 Checked 4 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026