Can I get a refund if I change my mind?
It depends on how you bought it and why you're returning — there's no automatic right to a change-of-mind refund in a shop. If you change your mind about something bought in a physical shop (and it's not faulty), you have no legal right to a refund, exchange or credit note — any return is at the retailer's discretion (goodwill). But a shop's advertised returns policy (e.g. "28 days with receipt") becomes a promise it must keep, on its own terms. If you bought online, by phone or mail order, the Consumer Contracts Regulations 2013 give you 14 days to cancel for any reason and get a refund. And faulty goods (any channel) carry a stronger right: a full refund within 30 days. In short: no in-store, yes online within 14 days, always for faults.
📋 The rules
- In-store change of mind: no legal right to a refund
- A shop's returns policy is a promise it must keep
- Online: 14 days to cancel for any reason (refund)
- Faulty goods: full refund within 30 days (any channel)
- Goodwill returns may be a credit note, exclude sale items
🔓 Exceptions
- Online cancellation excludes bespoke, perishable and unsealed items
- A trader may reduce an online refund for handling beyond inspection
- The 30-day right to reject doesn't apply to a change of mind
⚠️ Penalties & fines
There's no fixed penalty for the consumer — the remedy is the refund, repair or replacement, enforced by Trading Standards. The key distinctions: a change of mind in store has no statutory backing (only the shop's goodwill policy); an online change of mind gives 14 days to cancel and a refund within 14 days (extendable to 12 months if the trader didn't disclose the right); and faulty goods give a full refund within 30 days, then repair/replacement, with faults in the first 6 months presumed present at sale. Beware a myth: "a shop must give me a refund if I change my mind" is false for in-store purchases — there's no legal right unless the item is faulty or not as described, or the shop's own policy promises it. To return: check how you bought it and the shop's policy, and keep proof of purchase.
📎 Official sources
- GOV.UK — accepting returns and giving refunds →
- Citizens Advice — changing your mind →
- Consumer Rights Act 2015 — s.22 →
❓ Frequently asked
Can I get a refund if I just change my mind?
It depends where you bought it. If you bought it in a physical shop and it isn't faulty, you have no legal right to a refund for simply changing your mind — it's at the retailer's discretion. If you bought online, by phone or mail order, you have 14 days to cancel for any reason and get a refund.
Does a shop have to take something back?
Not for a change of mind. A shop only has to refund or replace if the item is faulty, not as described, or unfit for purpose. For change-of-mind returns, it's down to the shop's own returns policy, which is voluntary. If the shop advertises a returns policy, though, it must honour it on its stated terms.
What's different about buying online?
Buying online, by phone or mail order gives you extra protection under the Consumer Contracts Regulations 2013: a 14-day cooling-off period in which you can cancel for any reason and get a refund. This change-of-mind right doesn't exist for in-store purchases. Some items, like bespoke or perishable goods, are excluded.
What if the item is faulty?
Faulty goods have stronger protection under the Consumer Rights Act 2015, regardless of how or why you're returning. You can reject faulty goods for a full refund within 30 days of buying them. This is separate from, and stronger than, change-of-mind rights, and it applies whether you bought in store or online.
Can the shop give me a credit note instead?
For a change-of-mind return, yes — because it's a goodwill gesture, the shop can set the terms, which may include offering a credit note or exchange rather than cash, and excluding sale items. For faulty goods, however, you're entitled to a refund of your money, not just a credit note, if you reject within 30 days.
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