Am I Entitled to a Refund?

Originally written by Chris Nickson, updated by the editorial team on 1st April 2026

Miss Charlotte Reed asks

A personal item of clothing I had purchased had been damaged by ink off the receipt from the shop. I asked the shop to refund the cost of the goods damaged. I was offered a credit note only, but the item was from another store.

What are my rights for demanding cost of the garment damaged?

This raises a very interesting question. If the item was damaged by ink from the receipt, did that damage occur before or after the sale? The whole thing really hinges on that question.

If you're in a similar situation and want to know whether you can insist on your money back, you can use our free Refund Rights Checker.

It could effectively be argued that when the shop assistant pops the receipt in the bag with the purchase, that completes the sale, and the shop seems to be willing to at least take partial responsibility by offering a credit note.

However, under the Sale of Goods Act 1979 (which still applies to goods purchased before 1 October 2015; for goods purchased from 1 October 2015 onwards, the Consumer Rights Act 2015 applies instead), an item has to be safe, as described, and fit for the purpose for which it was intended. It could very well be argued that the ink on the garment leaves it not as described (as you bought it) or fit for the purpose for which it was intended, and all through no fault of yours – that lies with the retailer. Prove that they were faulty, or if the shop accepts they were because of the ink, and the Act should cover you.

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Under those circumstances, you have the right to repair of the item, a refund, or a replacement. On that the Act is very clear. The shop might well consider the credit note a compromise – they're offering you the chance to replace the item with another of the same value, but technically it's not the same thing. Even if credit notes are store policy, as they seem to be in many places these days, they do not supersede the Sale of Goods Act.

You have a reasonable amount of time in which to exert your rights. There are no specific limits set, but beyond a period of six months, if the shop refused to replace, repair or give a refund on the item, you'd need to prove the fault in the item wasn't of your doing.

In this instance, however, it sounds as if you've contacted the shop quickly. You should try to insist on repair, replace or refund, rather than a credit note. If the shop refuses, try contacting Citizens Advice (which says you don't have to accept a credit note if the goods you're returning are faulty). They can offer fuller advice on the situation.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Refund Rights Checker lets you check whether you're entitled to a refund and how to get it. Takes 1 minute. Try it now →

75 questions

Ask Consumer Rights Expert a Question

Skinny 12/09/2023 at 6:45 pm

I rent a cabinet in and antique shop and sold a gold chain and pendant in perfect condition, the customer sunrang the owner the next day to say the chain had snapped? She has said she has to give a full refund under the sales of goods act, when in my opinion they have had an accident and broken the chain as it was of good quality and in perfect condition when it left the shop?
Who is right please?

Fin 19/06/2021 at 12:44 pm

Hi, a white gold ring purchased from a jeweller on Etsy selling, snapped and fell of my finger in the sea. The ring was lost in the water. What are my rights to get a replacement from the jeweller. They're asking to see the damaged ring which I don't have. Thank you.

netter 07/01/2021 at 10:47 pm

Bought tv online 29th nov and then picked up instore for christmas present didnt open to check tv. Opened after Christmas which was 30days literally two days after the notification time scale and due to current conditions extended returns are 14th Jan. The TV screen was shattered. Spoke to very unhelpful customer services after 2 days trying to get through. I was informed I am outside my 30 days for notifying them and there is nothing they can do. No replacement or refund. I am left with a tv that is useless. Tried emailing with 3 different email addresses for all 3 to be returned undelivered. Need Advice

Pad 31/01/2020 at 3:45 pm

Further to below, I received the report which IKEA are basing their decision on, there isn't a great deal of detail, but this is the wording
Seat foam
Customer reporting that the seat has lost density and dipping so they feel the frame underneath when sat
Customer liability customers condition the seat in question has lost density and has sank down so frame structure is felt when sat on the RHF side this is down to heavy traffic main used seat and cushions not being rotated no repair possible parts required 1x seat cushion interior 60mins to fit parts on return visit
Inspection only and found on the RHF seat cushion is badly dipping lost density and shape due to customer sitting in one particular place and seat not rotated if authorised parts are required 1x seat cushion 60mins to fit parts on return visit'

Thanks

Pad 31/01/2020 at 3:41 pm

I bought a sofa in July 2019. By October a cushion had lost shape and became permanently pushed in. IKEA sent an inspector round who told me personally that this should not be the case. He filed a report to them which contradicted this somewhat and said the cause of the permanent indentation was from overuse. There is no way he could have known anything about the usage as he never asked. For the record, I work full time, I'm of average build and weight and don't have kids or pets. So evenings and weekends are when it gets used.

The sofa came with a 10 year guarantee. So it started to fail after 4 months but I sat on it literally and metaphorically for longer and reported it after 6. They reluctantly agreed to a complete swap of the sofa. I didn't want this as I envisaged the same problem happening again. The other option was a store credit. This sofa was the only thing I could see in the store that I liked and was of a suitable size for the room. I asked for a complete refund so I could draw a line under it all and buy from somewhere else. They refused to do this.

My question is, do I have a case for a complete refund? Thanks for any information that may help with this.

erty 23/12/2019 at 1:34 am

Taken an engagement ring for repair lost diamond, has come back with a new mount for diamonds bigger and higher than original in wrong colour gold and also wrong size how I have no idea where do I stand legally

Gem 28/04/2019 at 8:16 pm

Hi I brought a ring from h Samuel Christmas 2018 and I have 2 diamonds fall out and repair I have just wore the ring for a meal since being replaced and it’s happen again can I tel them I want my money back I’m getting sick and tired of keep taking it back

ConsumerRightsExpert Editor 29/05/2018 at 11:52 am

The retailer is only bound by the Consumer Rights Act which covers replacement or repair - it doesn't cover compensation for extra costs like fitting, installing etc. You would have to use the legal system to recover any such additional expenses.

SKC 29/05/2018 at 10:23 am

I had 3 folding doors supplied and fitted in 2017. A fault was detected on the glass of all 3 doors following fitting, varnishing and cleaning. After 2 months the doors were replaced by the manufacturer and refitted only to find that now 1 of the doors had the same defect as before. This was again replaced by the manufacturer. In he first instance, the retailer offered a goodwill payment towards the cost of refitting the replacement 3 doors along with an additional credit from the manufacturer which combined, almost covered he cost of cutting and refitting the new doors and which I was satisfied with. However, the cost for resizing and refitting the last door has cost £150 and the manufacturer has offered £60 credit towards costs but the retailer is not inclined to contribute towards this ongoing expense. I feel I have been inconvenienced by no fault of my own and bought the goods in good faith. I did not expect to pay out repeatedly for replacing their faulty goods. Do I have any rights regarding compensation from the retailer for refitting costs?

ConsumerRightsExpert Editor 12/02/2018 at 10:18 am

The retailer can usually choose whether to repair or replace the item but an attempt at repair has already been made. After 6 months the onus is on you the buyer to prove that the item was faulty/not fit for purpose when you purchased it; you've done this by getting a recommendation from the manufacturer itself that it should be replaced. There's no good reason why the retailer should refuse a replacement as they can pursue their own loss with the manufacturer. The small claims court could be your next couse of action but hopefully the retailer will replace it before you get that far.

Ang 09/02/2018 at 12:42 pm

Hi I purchased a Smeg induction hob through a company that was doing work for me it was bought from Appliance city through the company it was delivered on 8 May 2017 in December that year 7 months later it stopped working one side it was repaired on 8th Jan two weeks later the other side stopped working and an engineer was sent out again he said he would recommend it be replaced with a new hob Smeg also said it should be replaced but appliance city are refusing what rights do I have must I have it repaired again

ConsumerRightsExpert Editor 10/03/2017 at 12:26 pm

You can't have a refund if the items are bespoke and you don't like them. The manufacturer has offered to replace them with tapes, that is fair.

JohnH 09/03/2017 at 5:42 pm

I ordered blinds for my home.
The blinds ordered came without tapes. I did order tapes.
I also did not like the blinds.

I want a refund.
But the seller will only offer to replace the blinds with new ones with new tapes.
No refund.

grandad53 16/02/2017 at 7:10 pm

i bought a fridge freezer in a sale from littlewoods jan sale ? dumped my old tired and transferd all my food and went out that day and bought more food to fill the gaps ? my daughter said there was a smell coming from the top half milk was off and there butter rancid and noticed it was warm ?tried turning the thermo in both directions still never worked ?checked the freezer and everything was frozen ? phoned littlewoods never offered me a new fridge but said they would send a engineer out ? he came out 2 days later and told me i had to turn the freezer off because the motor was burning up ? i told him i could not because my freezer was full ? he told me it was not working ? when i opened the freezer everything was thawed out and warm ? phoned littlewoods and tried to get a replacement freezer but was told because the engineer never left a number i had to wait until he sent a report was sent in before i was given a new freezer ? i told her i had health issues and needed to eat a number of small meals through out the day because of diabetic problem and insulin problem ? she was not interested ? i asked her what i should do because my fridge was full of spoilt food ? i was asked to take photos of the food but i told her i had never used the photo on my mobile ? then keep the food until the report comes in about the fridge and you will be told what to do ? i took photos but i then did not know how to put them on my computer ? there worst ordeal was trying to get help every time i tried to speak to some one who did not understand what i wanted ?i asked for a manager or some one senior and the refused or pretended to get some one and would hang up or leave me waiting for up to 30min and then the line would go dead ? in the end i contacted face book several times and pleaded for help and after going back and forth for 3 or 4 days i was asked to fill a form in and contacted by there care team ? i told them i still had the food in my fridge and it was stinking the kitchen out i was told to make a list what was thrown out and then look up how much it would cost me to buy now ?with the price list and the photos i was told to i would get reimbursed ? i get explained i could not get the photos off my mobile because i never updated the app ? family members tried and failed and littlewoods said i could not be paid out but would i accept £15 as a gesture of good will ? this was offered every time i gave them a update on how long it would take they knew i was disabled and not well and everything was getting to much for me ? because they said i could not have my new fridge freezer until i washed the old one out and packed it before it was picked up ? i told them i had trouble dressing myself never mind washing and packing a freezer up that was a dud so no harm came to it ? my daughter

KR 26/01/2017 at 11:53 am

I received a pair of earrings for Christmas; however after only wearing them for 4 weeks I have realised that one has fallen out and I can't find it. Is the manufacturer at fault for not ensuring that the earring back is sufficient? And am I entitled to a replacement?

Hils 09/01/2017 at 5:04 pm

I bought a watch for my husband from an England based online company in October 2016.
He has worn it a few times since and found it had stopped.
The company advises changing the battery but that has had no effect.
They say to send the watch to the manufacturer - at my own cost presumably- but they are not a uk based company.
What is the right thing you do?

ConsumerRightsExpert Editor 19/12/2016 at 1:00 pm

Unfortunately the Consumer Rights Act does not apply to items bought in Dubai. Here in the UK it would be the retailer's responsibility but as the retailer was in a different country you cannot ask for a refund in the same way. The manufacturer has offered a credit note, so we suggest you accept that.

Mary 17/12/2016 at 4:12 pm

I purchased a Guess Handbag from Dubai whilst we were in Holiday in October 2016. After using the handbag for two days the handbag become a faulty. on the handbag strap they had a black trim which started to fall apart. we came back to London and took the handbag to store in London. the Sale Assistant asked me to write to a head office. I wrote to the head office provided with the picture of a faulty handbag a copy of receipt which stated the date when the bag was bought on 25th October 2016. The Guess Head office reply was that they can give me a credit note and I need return the bag back to Guess. As a consumer we have a right to have a refund it the product is faulty especially if I reported within 7 days of purchase also as a consumer you loose faith in product. Hence I have been sending the email but I have not received any reply back from Guess so far.

ConsumerRightsExpert Editor 08/11/2016 at 10:35 am

Now you're out of the 30 day period, you may have to accept the retailer's choice of a repair or replacement (i.e the retailer can choose).

Jo 06/11/2016 at 7:57 am

My dad had a new shower unit and a new Micra shower fitted in late September by a bathroom company and within a week the shower pressure was poor and the water was going cold when set at hot.Bathroom Company sent an electrician out who checked it who said that Micra would have to send someone as he couldn't repair it.Micra engineer came did something to shower & left.Shower has worked for a few weeks but has went back to a drizzle coming out and going between freezing and roasting.Can they insist on getting a new shower fitted rather than this one being looked at again?

SimonR 08/06/2016 at 6:45 am

Hello,
Between October 2015 and January 2016 we paid for the services of a plumber to correct a number of issues with our combi-boiler and this is still on-going.

1. We were having problems when the heating was on, the hot water wasn't working and if we turned the hot water on, the heaters would heat up. So we hired a plumber. Whilst here he replaced the actuator to the diverter valve, though while carrying out this work, he managed to fuse the programmer accidentally, which he replaced with a wall mounted one. We received an invoice for £285 for this work.
2. Soon after this work was completed, oil was not feeding into the boiler following a lock-out from low fuel. He replaced a new pump for which we were invoiced £107.98. A number of days later he had to return to repair an oil leak from the pump causing serious fumes in the kitchen area.
3. At this time he had mentioned about the water drip from the filling loop which was causing a drop in pressure and advised us to fix this to prevent any further damage to the boiler. We asked him to carry out this work, requiring the system to be drained and replace the faulty filling loop, for which we were invoiced £119.39. He advised us to keep an eye on the pressure just in case.

Over this period, the bill has come to £512.37 for various repairs to our boiler system.

Since this work has been carried out however we have continued to suffer from a series of problems with the boiler, much of which was meant to have been fixed.

4. While the heating is on, no hot water is available.
5. On occasion the heaters heat up when the hot water is on.
6. The water pressure has had to be 'topped up' at least once a month (more than on any occasion prior to his work being carried out).
7. Hot water does not flow fully, requiring us to temper the hot tap to ensure enough hot water flows for long enough to have a bath or shower. We cannot turn the taps on full, which should be normal practice for this boiler.

I emailed the boiler-man with the above information, but his response was as follows (edited):

1. Heating is on but no HW available - this does appear to be a stuck diverter valve and would require replacement ( The actuator should be ok though)
2. This relates to the same problem.
3. There are a number of reasons for pressure drops in a system. Initially the water leak from the filling loop appeared to be the root cause and, following the replacement of the filling loop, the pressure did not drop whilst I was in attendance. The advice to 'Keep an eye on the pressure' was, as explained at the time, in case there were secondary issues causing the pressure drop. This would now appear to be the case.
4. Experience points to this being caused by a blocked, or partially blocked, secondary heat exchanger. This part would require replacement and, I would recommend, the installation of a system filter to reduce the possibility of this happening in the future.

I realise that this is incon

ConsumerRightsExpert Editor 18/05/2016 at 11:18 am

How long had you had the car before the fault was apparent. You only have 30 days to reject a second-hand car and get a full refund under the Consumer Rights Act. If it's more than 30 days but less than six months, you must give the garage a chance to repair the vehicle. Note if you bought a car that was not described as being in excellent condition or good working order and it you don't really have any right to reject it or to claim compensation.

joelo 15/05/2016 at 7:46 pm

I purchased a car from a garage around fifty miles from me and this was sold to me with a collapsed rear right wheel bearing. this was also MOT'd on the same day of purchase by the garage and passed. they still have the car for repair and say the part has been ordered but they have had my car three weeks so far. am I entitled to a refund as this has caused me inconvenience and they have sold me a car unfit for purpose and with an MOT that should have picked up on the fault?

Emma 22/01/2016 at 12:37 pm

Hi, I bought a top of the range Samsung laptop i7 processor in May 2013. I started having issues with it a few months ago, the charger would not get recognised, it would heat to the point where i have heat marks (still) on my leg. I went to the retailer as i realise it is out of the first Warranty and they want to charge me £210 to fix, as I was concerned with the reason for the issue i asked Samsung to take a look - The motherboard has melted and stress cracks on the casing from the heat as well as the charger port being affected. Prior to sending i bought a new charger to see if that was the problem. I sent both off and have been told the chargers are at fault but they can not confirm which one caused the issue. To me this is ridiculous, if the original charger is corrupt surely this is a fault with the original parts? Samsung want to replace the charger also and charge me £310 for the repair. I'm not sure which route to take now, having spoken to Samsung they are advising i write to complain to take it further. Do i continue down this route or go back to the retailer? Can i ask the Manufacturer repair centre to repair it and claim against the retailer? Please help

ConsumerRightsExpert Editor 16/12/2015 at 10:34 am

No, the dealer does not have to refund these expenses. If you want to claim compensation for this, you should do so via the civil or small claims court.

Oppizzle 15/12/2015 at 2:03 pm

I bought a car about 2 Saturday's ago.The car drove fine until we got home However it would not drive since then.On examination at a mechanics ,he said that the gearbox is faulty and will cost about £1200 estimate to fix it.I have decided to return the car to the dealer,however I have spent extra money on this car just because of this problem.For instance towing vehicle fee to take the car back to the dealer.Also insurances and tax,can I ask the seller to pay this money back to me?

Chelsey 29/11/2015 at 10:16 am

I purchased an engagement ring from F Hinds September 2014, the ring cost £1000. In January 2015 a diamond came out so I took the ring back they sent it off for around 3 weeks and repaired the ring last week another stone has come
Out ! So in a year and 2 months 2 stones have come out - I have asked for a refund as I find this discusting an engagement ring is meant to last fore ever. They have said the ring will be sent off and they will see who is at fault I have not knocked the ring I always look after it well I no they will come back and say it's my fault so they don't have to refund the ring however I don't want to have to keep goin back and forth to get the ring
Fixed as it's obviously not very good quality where do you think I stand

anne 22/10/2015 at 5:45 pm

I have two matching siemens buit in ovens. one has a microwave which has been deemed irrepairable by siemens as its leaking microwaves ( its 18 months old). I bought these two to fit in a new kitchen and obviously they look the same. Siemens now want to replace the broken oven with their newer designed oven which looks nothing like the one i have. They refuse to accept that in such a short time span i am expecting them to replace both ovens so they match.
I feel that as i purchased them as a pair some consideration should be given to my request, especially as i have only had them both 18 months and out of that time i have had 3 engineer visits to this oven trying to repair it.
Please help.

ConsumerRightsExpert Editor 26/03/2015 at 1:51 pm

@Mike Peters. You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. You should not have to cover the cost of returning an item. If your goods don’t match the description given, you have the same consumer rights under the Sale of Goods Act as you have when buying in store.

Mike Peters 24/03/2015 at 11:32 am

Mail Order Returns Question.

We recently did an online search for 14" Wall Hanging Baskets (the half-moon shape). We were directed straight to a retailer's Mail Order website which initially showed 14" Circular Hanging Baskets and then next to them the half-moon style which we wanted, so we then ordered and paid for four Wall Baskets to be sent.

On receipt we found the baskets to be far larger - 20" in fact which are too big for our needs.

On re-checking the website we found that whilst the Circular Baskets description clearly indicated 14", the Wall Baskets did not have a size in their description. However as the initial search had been specifically for 14" Wall Baskets and we had been lead to that part of the retailer's website we felt that it was only natural to presume that the two types of basket were of the same size. We wish to return these baskets either for an exchange for the correct size or a refund.

After some extensive searching we find that the retailer's website does not have a Returns Policy section at all. We emailed the retailer explaining the problem of the misleading product description and asked for an exchange or refund.

The Retailer responded to the effect that they only stocked that large size of basket but accepted their website was misleading and would have it updated. He then went on to say that "as there would be no-one in the office for a week or so, would we arrange to send the baskets to his home address whereupon he would refund the cost of the baskets but not the postage".

This all seems very unsatisfactory: the website was wrong, there is no Returns Policy, there is no-one to accept returns at their registered address and only an offer to refund the actual cost. The baskets are quite heavy and so will be expensive to send back so is it right that we should have to bear the cost of delivery both ways when the retailer is at fault?

I welcome your advice on how to proceed further.

Monnie 11/08/2014 at 10:32 am

Hi I was hoping you could help me. I bought an external harddrive from a sony shop, the first couple of months that I was using it kept playing, for example, would not come up on the desktop when plugged in and also sometimes would just dissapear from the desktop and I have lost some things from there as they just have dissapeared. I was spper busy with uni work so was not abke to get to the shop for a while. However I did go in before the 12 months have run out. But all they could offer me was for their engineer to have a look at it and they refused a refund. So I am just wondering even though they cover the 12 months warranty, I wanted a refund purely because I did not want it to play up again and especially when their warranty runs out. Thank you.

tunna 23/06/2014 at 6:23 pm

I credit took 79.99 out my account with out me knowing so I wand to cancel and want a full refund

tunna 23/06/2014 at 6:19 pm

I I want a refund and cancel my member ship they took 79.99 out my account without me knowing

mark 30/05/2014 at 11:36 pm

I order and paid for goods from the USA and they never arrived.
All emails to their website have never been answerd. Its been over a month now, still nothing. What do I do ??

kaya 17/03/2014 at 5:32 pm

I booked a caravan in december for Saturday 22nd March and was told today i couldn't go because im 16, their refusing to refund my money, what can i do?

Lisa 12/12/2013 at 7:25 pm

Hi could you please advise, I purchased a Roman Mirrored Column / Pedestal from a Company called so interiors. After 2 weeks there were corners of the glass broken off and it also shattered. I purchased via paypal and opened a case up in the resolution centre as the seller said he had spoken with his supplier and he could not get a refund so he would not refund my money.

Anyway after a battle, Paypal refunded me my money, the seller is now taking legal action in a small claims court and I would like some advice, he said I should receive the papers by Monday. I have been speaking with Trading Standards as I advised this is a Health & safety issue with glass breaking off daily, they informed me they are looking into the situation with his supplier. Could you please advise as I paid £200.00 for this item and After 3 weeks has fallen to pieces?

Please advise.

Regards

Lisa Brown

Nat 16/06/2013 at 3:29 pm

I recently purchased an ottoman from one of these daily deal companies, now while I understand that they send you a voucher within a few days where I have to pay the
P & P to the merchant, there was no code and this particular company took my £33.99 which included the P & P so I was led to believe that they were the merchant, this was in March and now despite up to 10 emails, and no goods, they also refuse to issue a refund or even a credit note, where do I stand please?

Many thanks
Nat

shas 16/10/2012 at 9:49 pm

Carrying my shopping home from the supermarket, a carton of what should have been sealed apple juice leaked out into my bag and onto my mobil phone,which has caused it to cease working. Can I expect the supermarket to compensate me for the value of my now unworkable phone?

cathy 10/10/2012 at 5:15 pm

I brought and paid upfront a bed and mattress from Dreams on the 10.8.2012.
The bed frame & mattress was due to be delivered to my new house on the 10.09.12.
The matress was delivered, but the bed was left in the store. I t was not made aware to the shop until I telephoned to confirm delivery.
The store was 150 miles away from my new house. The staff reasured me this would be delivered in 3 weeks. IT WAS NOT, the bed had now been 'LOST'This had held up the whole delivery ( my son's cabing bed & mattress).
My partner has had spinal surgery and needed a bed to sleep on. The sales staff & customer servies informed me the bed had been 'lost'.
Customer serives maanger wanted me to put the cost of the oringal bed to another bed, hence having to pay out extra.
What are my rights when dealing with the complaints dept. Shall I accept the refund, or the bed, and delivery & set up cost plus £40.00 pounds compensation? Or do i take this further. Please help!!

ash 11/09/2012 at 12:00 pm

I paid £2450 for the supply and fitting of a bathroom in february. we paid in full once the work was 90% completed and all that was left to be fitted was a half pedestal and some trimmings around the window.

it is now September and he has still not completed the work. can i ask for a refund and under what section of what act is this enforceable. he has not responded to any letters or calls.

bert w 25/08/2012 at 10:58 am

On 3rd April 2012 I ordered and paid £240.00 for supply and fitting of flooring for a wetroom being built for a disabled relative; I used my Santander Mastercard and the supplier was Home Flooring, Mochdre, Colwyn Bay.
When Home Flooring failed to appear to fit the floor, did not answer phone and their premises were always locked up it became apparent to me that something was amis, particularly when one of my visits to their premises coincided with another irate customer who had also been let down. By this time I had ordered flooring elsewhere as I had an elderly relative with no showering facilities and I was leaving UK on 23rd April for 3 months.
Before leaving UK I phoned Santander Card Services, explained the situation and requested that they record my call as I would be following up on my return.
I returned to UK at end of July and went to Home Flooring premises to find them open, the premises had been cleaned up and were being operated by an organisation called Home Flooring UK. I was informed that the owner of Home Flooring had 'done a runner' and Home Flooring UK had no connection with Home Flooring and were not responsible for their debts.
At this point I proceeded to make a claim from Santander (Claim No 5.530.774), today I received notice that my claim has been refused apparently because of 'TIME ELAPSED' since the date of the transaction.
Should I contest their ruling?

AJM 09/08/2012 at 9:57 pm

I bought my Laptop In August 2011 in Argos and I emailed them in December, as well as HP with a complaint, but after being university for 8 months,I was very busy. HP sent me recovery disks which I used and it restored the laptop to factory settings, It did not work, I contacted Argos again in May when I was home from Uni and asked for A Repair and they forwarded me to HP, and I told them I was still receiving the same problem (lagging in many programs and just generally slow and as time progressed it got slower) HP took the laptop in for repaired it and replaced the hard drive, after a few days the problem started to occur again, as well a speaker was producing distorted noise and there were screws missing from the machine, after the first repair. So again I contacted HP about those the problem, and they told me to run scans, it passed all of them, but still the problem occurred, so they took is back in for repair for the 2nd time. The Lagging Issue still occurred. So they said as a good will gesture they will send me and 4gb Ram. My laptop already a 4gb Ram would then be 8gb Ram, so I waited 2 weeks for this Ram, put it in myself and it keeps knocking off, I ring HP to find that my laptop can only run off 4gb and I had been misinformed. So HP took it back for the 3rd time, Altogether being without my laptop for 6 weeks, I get it back and the same day I am still getting the same problem and they say there is no fault with the machine when there clearly is, otherwise I would not be sending it back. What do I do ?

kate 09/08/2012 at 9:15 pm

Hi i am wondering if you can help me i bought a bestway lay-z-spa at the beginning of june for £350 we used it once and came to put it up and use it again yesterday only to find that the water pump (heater) wasnt working and was coming up with a error code afer calling the aftercare team i was sent a troubleshooting email to try and repair it we tried these and they did not work.I called the aftercare team again and was told i would be entilted to a replacement water pump (heater) however after reading lots of reviews and other various thing online it seems this is a common problem with the lay-z-spa and some people have had up to 10 diffrent heaters which have all broke so i have sent a email explaining my concerns as i dont wont to keep having to have replacement water heaters sent out then after the warrenty is up which is 12 months been stuck with something that cost me £350 that i cannot no longer use so i have asked for a full refund would i be entilted to this ?

many thanks
kate

vk 04/08/2012 at 9:49 am

I have received a voucher for a spa treatment last year which is still valid. I have tried to use it at the two spas it was issued for and they told me the company is different now and has different management so I cannot use the voucher.
This surely is disappointing and I feel that I am entitled to a refund. The lady after a lot of consulting, offered me 20% off the full price which does not compensate for the annoying fact, I have received a gift from family who spent some amount for my birthday that I cannot use. Are we entitled to a refund in such cases when company change hands?

thanks

bhebie 04/07/2012 at 9:50 am

i bought pair of shoe for my baby 3 yrs old....im not looking the size inside the cartoon coz i though all inside are size 26 ....and after we was in cashier and paid that shoe...my duaghter wanted to wear the shoes after we bought going at home....when we are at home my baby said she had a pain on her left foot and im looked so thats why is not the same size ...so thats friday i bought and im back monday to say is a different sizes i bought....im so dissappointed what they said the shoe is used and they dont want to change and also their manager also said they will not accept ...so i have no choice but i'ts hurt me so much coz i though we are the costumer always right to change that not fit and also im pay in a right way but why they are not good to handle thier costumer....

dizyden 28/06/2012 at 8:28 pm

Hi.
we bought a second hand caravan last friday. I asked if it had any damp problems and was assured that it has always been dry. On the following Monday I took it to be serviced and it was classed as dangerous wet and rotten only fit for scrap. Will this come under the sale of goods act as not fit for the purpose for which it was bought. Can get a refund from a private sale. I did not sign anything saying bought as seen. I understand that this should not effect my rights. Please tell me if it would be a good idea to have my layer send a letter saying that I will go to court over this matter. What are my chances of getting the money or something back. We are talking about £1.800.00.

dizyden 28/06/2012 at 8:27 pm

shopaholic Editor 28/06/2012 at 11:55 am

@Bigkev Call the Citizens Advice Bureau, they'll be able to help you with this

awhite6000 20/06/2012 at 10:14 am

My son purchased some goods online with Hollister, he then asked me to return one of the items (pair of swim shorts) he had purchased online to the Hollister shop in Edinburgh. The item was purchased online for £38 with a £10 delivery charge. When I spoke to the Hollister sales person they could only give me a store card to the value of £18.90, the reason was that the item was now for sale in the shop and he could only give me credit for the sale price. That's a loss of £20 withing a week.

Am I not entitled to a FULL refund on the purchase price?
What is the law on this?

Jm 08/06/2012 at 1:26 pm

When we had visited Paris, the hotels vending machine dint give back the necessary change.So the hotel
had agreed and gave us a credit note. Next day when we requested for the change, the hotels receptionist
told us she did not have the exact change and asked us to bring the change for the excess amount.
We gathered the change and got back to her, we were asked to wait as she was addressing guests, after
our wait for 25 mins she told she wont be able to give us the change and the vending machine does not
come under the hotel. We were mainly upset because she made us wait for long and was very rude
with us and could have initially informed us she will not be able to pay us back. The amount of change is negligible but her act was very upsetting and we had to leave to catch our flight.

Please advice.

Pondy 19/05/2012 at 10:30 pm

Purchased a leather sofa online slightly changed the design so it is a bespoke item. But the sofas have two/ three places where the leather is flawed and scuffed. We have reported this to the company and they said they will send some one out to repair as in the companies T&C we cannot ask for refund. Not happy where do we stand legally ?

wendy 16/03/2012 at 9:32 am

I sold my 3year year old dog 3 weeks ago. I told the buyer he is good with other animals & only has the odd mishap in the house when left for long periods. She is now demanding a full refund on him because he messes in the house when left when she goes to work (he never messed in the house when we had him). Am I within my rights to refuse the refund?

Annie 22/01/2012 at 3:10 pm

I bought a camera a week ago from a well known photographic store and am so disappointed with it . My old cheaper camera was a lot better.
Can I take it back and buy a different one?

Katie 03/01/2012 at 11:37 am

My mother purchased Clogau earrings for my 40th birthday supposedly 9ct gold from FHinds online. No problems until I wore earrings and had an earlobe infection over the Christmas period. GP confirmed that the infection caused by earrings and because of it being so severe have been put on pencillin and had to attend walk in clinic to have ear cleaned due to yellow pus being present. Am not allowed to wear earrings so if I do decide to wear them again I will have to have my ear re-pierced. More upsetting is the disappointment for my mother who saved up a lot of money for earrings that I can not wear and have infected my earlobe.

steve 13/11/2011 at 5:48 pm

Recently when getting my car washed at the local ARC i paid to use the self service vacuum cleaner which has a vending machine operation i.e. put £1 in the vacuum vendor and get 5 mins of vacuuming. Prior to putting my money into the vending machine I didn't notice that there was a sign explaining that the machine was closed for service. I am aware that the sign was visible but i didn't notice it. I approached the attendant of the carwash who informed me that he would not return my money as the mistake this was my fault and i should have noticed the sign. i explained that i hadn't received any service and therefore he was making 100 per cent profit when all he had to do was open the machine door and return my money or switch the second vacuuming machine on for 5 minute. He didn;t do either, informed me it was my fault and that he wouldn't be returning my money and left.

My concern is that this could either be a scam or simply terrible service. i am aware that the machine was out of order put do i have consumer rights in this occasion? how do i get my money back? who should i contact re: this? (please note the attendant was the business owners son and at first he informed me he did not know who the business owner was when i asked who to contact re: complaining about the service i have received)

I am also concerned that this machine is being used to scam consumers to attain 100 per cent profit to the company and that the company may not be declaring this income and therefore committing tax fraud.

1977 30/08/2011 at 12:00 am

I bought a mobile phone and i after getting it home i decided
I didn't like it so i took it back to the shop. They have refused to give me
a refund or exchange unless its faulty. Am i entitled to a refund?

guinness66 17/08/2011 at 9:24 am

I bought a second hand car from a dealer two weeks ago, there is a problem with the eml, the dealer says he cant find the problem. What are my rights can I ask for a refund on the car?

Buster 10/08/2011 at 7:12 pm

Hi. I bought an experience voucher from last minute for brothers and dad birthday last nov. Booked in boating date for May. However on morning of experience the company phoned and cancelled due to boat yard been broken in. Rearranged the experience for date in August. Brother sent an email (wed) to confirm all ok for sun. Response from company stating that they had to cancel again. So only when sent email to them they suddenly told us it was cancelled. I phoned company one adviser stated it was down to injury of employer and another stated due to damage to engine. I asked for refund as wanted it for summer experience. Company said not entitled to refund! Dont trust the company at all now as feel they will just cancel again. Am awaiting to hear back from 'groupon' type company to see where I stand. Any advice would be appreciated. Paid by debit card

maggi 31/07/2011 at 2:05 pm

My son bought some pants from footlocker yesterday, when he got home they looked too big for him. He has took them back to the shop today but, they are refusing to refund his money and have given him gift vouchers. We don't normally shop here. Can I go into the shop and ask for the money rather than the voucher. My son is only 14yrs. Many Thanks

Hitower 19/07/2011 at 5:42 pm

I purchased on line a projector for my laptop. The advert stated there were two left in stock and there was a 7 day delivery. I purchased the item for my business using my business debit card. 7 days later I recieved an email stating the projector was out of stock and a subsequent delivery wouldn't be available for another 10 days. I cancelled the order via email and was told that I would be refunded forthwith. I waited 7 days for the payment to enter my bank account and then wrote to the vendor again to ask where it was. They told me that they had inadvertently sent the projector, now that they had sourced new ones and that I should refuse delivery of it when it turned up and that when they recieved it back they would refund me in full. I complained saying that as it was their fault the delivery was sent then they should refund me straight away. They disagreed and I waited another 7 days. I then rang them to say why hadn't they refunded me to which I was told they would and it would be in my bank within 4 working days. You guessed it, it never arrived.
I wondered if someone could tell me of my rights to recover the money?

Scottiedog 06/07/2011 at 3:29 pm

My gym is on the verge of bankrupcy and only managed to stay open this month because of a whip round from members. I cancelled my direct debit because I didn't know long it would remain open. I have paid this month's membership by cheque and have told them I will continue to pay by cheque for as long as they remain open. The owners say I must now give a month's notice if I wish to cancel which seems unfair.

rs 01/07/2011 at 10:46 am

On 14t April I bought a brand new car from a dealership. There was a rattle in the dashboard which I reported 2 weeks later. The car went in 4 times before they found the fault. I have now been waiting 5 weeks for the part. They have no idea when they will get the part in and have admitted it could be 'months'. Am I entitled to a refund or replacement car??

squirrel 24/06/2011 at 10:43 am

I purchased a push bike two years ago. The carbon frame was guaranteed for three years. The front forks have begun to fail. The supplier now has the bike and is trying to find replacement forks. They state the manufacturer does not have the same ones supplied with the bike so are looking for alternative forks. Am I entitled to a full refund on the bike or do I have to accept the replacement forks? I'm concerned that if the forks have started to fail then the rest of the frame may do the same. Thanks

kc 22/06/2011 at 2:05 pm

The above Company took payment via RBS worldpay for furniture they did not have in stock on 9th June. I called them for a delivery date as they had not contacted me on 13th June and they confirm they had mailed me on Friday 10th June advising they did not have stock and a refund would be made that would take 3 days.On 21st June no refund had been made and I tried calling the company but ended up mailing the company who the did the refund but have incurred charged on my credit card which I have asked them to pay. They say they have 14 days to do a refund but I cannot believe that when they took money knowing they did not have the stock available.Please advise.Transaction for the value of:

Kaz 10/06/2011 at 10:22 pm

Blinds misfitted on window. Seller not willing to sort out situation to my satisfaction. I haven't paid. Can they be returned?

loops 07/06/2011 at 6:29 pm

I have just had to cancel my wedding which was in 7 weeks. I understand that people involved are entitled to keep a deposit of the monies paid. I have paid £800 in full to my photographer and he is not willing to give any of the money back. Is he entitled to do this?

jabes 25/05/2011 at 10:07 am

Can you get a refund on a car that you have bought if the V5 says it is a different colour than what it says on the order form?

paula 24/05/2011 at 11:00 am

I have been charged over £1000 to fit a new ECU in my car after the dealer told me that this was why my car kept breaking down. Two weeks after the new one had been fitted my car broke down again with exactly the same faults on the computer. Am I entitled to a refund for this ECU as it obviously wasnt the part that was at fault?

JJ 23/05/2011 at 1:51 am

Bought a gift voucher as a last minute gift for someone. Decided almost as soon as a I left the store that the purchase was a bad idea as I was not sure they'd shop there. Went back to store a week later with my credit card to get a refund and was not gift vouchers are non refundable. Is this correct? Does not say anything to this effect on the reciept on anywhere on the store signage?

JJ 11/05/2011 at 6:22 pm

I recently booked a an economy international flight via a telephone with a company based on a promotional fare advertised on their website. I paid over the telephone using my debit card. The flight details arrived in the post and shock horror it is to an EU destination I have never heard of and it is a first class ticket. I checked my bank statement and the travel company have charged £200 more than was advised for the international flight I booked. I called them and they claim that the booked was based on information I gave over the phone and I am not entitled to a refund. This is totally untrue and ludicrous. How could I have booked a first class ticket to a destination I have never heard of. and first class seats at that. What recourse do I have?

skully 10/05/2011 at 10:24 pm

Do I have to accept a repair on a brand new sofa it has over 10 manufacturing faults and they have also used second legs and foam cushions.

snooks 08/05/2011 at 10:12 am

I purchased a bed for my 5 year old daughter in June of last year, the bed has since snapped in half. I have sent the company an email on the 17 April 2011 and l requested a refund for the bed, the company are saying that I am not entitled to a refund.

dave 05/04/2011 at 8:31 pm

I bought a car 4 months ago its beem in the garage for a month and a half already it has a intermittent engine fault that they can't trace yet it said it was a good runner on the advert but he wrote sold as seen on the receipt. I bought the car for £3,000 it has cost £1500 so far do I have a case for repair charges

rich 28/03/2011 at 10:37 am

I got an i-phone from a pay weekly store and a few months down the line it went faulty. They accepted responsibility and would repair it, it has now been 8 weeks and I'm still paying for it do they have a time limit to get it repaired? All they keep telling me is that the parts are not in yet.

ConsumerRightsExpert 15/03/2011 at 11:41 am

The same would apply if the item were faulty. As the Sale of Goods Act 1979 states: an item has to be safe, as described, and fit for the purpose for which it was intended.

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