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Last Updated: March 13, 2025
Sometimes, a business falls short on its promises. And if you have been sent a faulty or damaged item or have been provided with a less than adequate service, you are entitled to a refund.
Report a Company
As a consumer, you have rights when buying:
- Goods.
- Services.
- Digital content.
Can a Company refuse a refund?
Retailers can refuse a refund if you’re not adhering to the terms and conditions of sale or if you’re trying to obtain a refund after the 30 days have lapsed.
If you are certain you are due a refund, there are a few ways you can complain, report them and get a refund.
Are You Entitled to a Refund?
If you’ve got an item that was faulty or damaged at the time of sale, it needs to be returned to the retailer within 30 days for a refund.
If there’s a problem with your item or service, you’re entitled to a refund whether you bought it online or in store.
This would apply if the item or service:
- Is not of satisfactory quality.
- Is not as described.
- Is not fit for purpose.
- Does not last for a reasonable amount of time.
These fall under the Consumer Rights Act 2015 and override the retailer’s own returns policy and/or terms and conditions.
If the item needs returning for any of the reasons above, you don’t even need the receipt, you do however need to be able to prove the purchase, you could use the card you paid with or a bank statement.
How to Report a Business for Refusing to Refund
If, after liaising with the company directly, they still unlawfully refuse to give you a refund for a faulty or unfit product or service, here’s a 7 step guide on how you can escalate the matter.
- File a Compain with the Company Directly.
- Send a letter before action if no resolve.
- File a complaint with the Consumer Helpline.
- Seek legal advice.
- Leave a Negative Review.
- Report them to the ombudsman or trading standards.
- Use the steps below to obtain a refund.
Where to Report a Company
Financial Ombudsman
If all else fails and you have tried every other way above to try and secure your refund, and your claims have proved unsuccessful, you need to complain to the financial ombudsman service which is free to use.
Trading Standards
If you think a business has broken the law or acted unfairly, you can report them to Trading Standards.
Although Trading standards won’t be able to recoup your money, they will be able to take steps to stop any companies that scam the public, sell fake illegal or unsafe goods and fail to provide services.
Ways to Obtain a Refund
Here’s a comprehensive guide on how you can escalate your complaint.
Speak Direct to the Company
Before escalating the matter, it’s always good to send a letter before action, and if you google ‘letter before action sample’, you will find many examples for different situations that you can use as a template.
You can also use the Resolver website for more help, advice and templates about making a shopping complaint.
Manufacturers Warranty
You might be covered under a manufacturers guarantee or warranty:
- Warranty – A manufacturer’s guarantee or warranty is included with goods purchases may enable you to claim a free repair or replacement within a set time.
- Exteneded Warranty – Check if you purcahsed an extra warranty when you bought your product or service, this acts like an insurance policy, and may well cover you.
- Guarantee – These are usually free but you often have to complete a form and send it to the manufacturer to validate it.
Credit Card
If your travel provider is refusing to give you a refund, you might be able to get one through your bank by issuing a Section 75, which is part of the Consumer Credit Act 1974.
If your transaction was between £100 and £10,000 and you paid using a credit card, you have purchase protection.
The CCA means your credit card provider is jointly responsible for any breach of contract or misrepresentation by a retailer or trader.
Chargeback
If you didn’t use a credit card, you still may be covered by visas ‘chargeback scheme‘, which you would need to get in touch with your bank or building society to apply for – this is at VISAs discretion.
A chargeback allows your visa card issuer to provide you with a refund, if:
- You do not get the goods or services you paid for, including if the company has gone out of business
- Goods or services turned out to be faulty, counterfeit or defective (you will need to return the goods)
- You’re charged the wrong amount, or charged twice by mistake
- You’re charged for a repeat payment after cancelling a subscription.
Insurance
If you have home or travel insurance, then you will also be covered, remember to check your poilicy carefully.
Things to Remember
- Companies have a 14-day required period to issue refunds, so please be patient.
- Paying by credit card is the best way to ensure you can get a refund under any circumstances (such as if a company goes in to administration).
- Where a company can no longer provide you with a service, such as spa/experience days, Package Holiday, Non-refundable Hotel & Flight bookings, goods and services, and offers you to change dates, and the change of dates means your holiday is more expensive, ask for a price match.
- Lastly, I would like to urge you to remember the businesses that were forthcoming with refunds, and leave them a good review.I think we’re far too quick to complain, and never give praise to companies that provide good resolutions to complaints.
f you have had any success getting a refund from a non-compliant business or need any further help, please let us know in the comments below…
