Overview

• Under the Consumer Contracts Regulations 2013 online shoppers have 14 days to notify retailers of a return and a further 14 days to send items back for a refund.
• MoneySavingExpert identified at least 30 major retailers including HMV, Home Bargains, Selfridges, Monsoon and New Look inaccurately limiting return windows to 14 days on their websites.
• Failure to inform customers of their statutory return rights at the point of sale automatically extends the return period to 12 months.
• Martin Lewis has forwarded his findings to Trading Standards and is contacting each retailer to secure details on how and when they will correct their policy breaches.
• Monsoon has already updated its website wording to clarify that its returns policy fully complies with customers’ statutory 28-day rights.