Guides › Faulty Goods and Refunds › What Is Chargeback, and the 120-Day Limit?
What Is Chargeback, and the 120-Day Limit?
Chargeback is a way to ask your bank or card provider to reverse a card payment when something goes wrong, for example goods that are faulty or never arrive and the seller will not refund. It works for debit cards as well as credit cards. Ask within 120 days of realising there is a problem. It is different from Section 75, which covers credit card purchases costing over 100 pounds and up to 30,000 pounds.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Chargeback
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
Cards, Cash and Cheques
Card, cash and cheque payments have separate protections from the bank transfer scheme. For card payments, see the Section 75 and chargeback routes. source
Credit Card Claims
If you paid by credit card, you may also be able to claim from the card provider under Section 75 or through a chargeback. source
Section 75
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
Section 75 Consumer Credit Act: if you pay by credit card (or buy now, pay later) for an item costing over 100 pounds and up to 30,000 pounds you can claim from the card provider for breach of contract or misrepresentation even if only part was paid by card; chargeback may help with debit cards. Escalate to the Financial Ombudsman Service if refused. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Ask the seller for a refund first, in writing, and keep a copy. Our free letter templates can write it for you.
Step 2 of 5
If the seller refuses or does not reply, contact your bank or card provider and ask for a chargeback.
Step 3 of 5
Do it within 120 days of realising there is a problem.
Step 4 of 5
Send evidence: the order, the problem, and your messages with the seller.
Step 5 of 5
If the card provider refuses a Section 75 claim, you can complain to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
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.
Financial Ombudsman Service
You are unhappy with your bank's final response. It is free, and its limit is 430,000 pounds.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
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
- 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
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026