Which? Finds Major UK Retailers Breaking Refund Laws
Which? reports that several leading UK online retailers are breaking the law by failing to provide customers with legally required refunds for returned goods.
A mystery shopper investigation by Which? found that several leading UK online retailers are breaking the law by failing to provide customers with legally required refunds for returned goods. Between June and July, 12 mystery shoppers purchased over 200 items from 17 retailers to test the returns process.
The investigation revealed that Matalan, River Island, and Sports Direct failed to reimburse original standard delivery charges. Pets at Home failed to refund the cost of the goods themselves in half of the tested cases. Under the Consumer Contracts Regulations 2013, retailers are required to refund standard delivery charges when a customer cancels an order within the statutory period.
In contrast, the John Lewis Partnership was named the first recommended provider for returns due to its strong performance. In response to the findings, Pets at Home stated it regularly reviews its policies to ensure clear guidance, while Sports Direct declined to provide meaningful comment on the specific claims.
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