Martin Lewis has issued a 14 day warning to online shoppers as most people take retailers return policies at face value despite their errors.
This is because the right to return is tied to when the buyer notifies the retailer, not just when the parcel arrives.
In a clip shared on Good Morning Britain’s TikTok, the MoneySavingExpert founder pointed out that some major retailers are describing their own returns policy incorrectly on their websites.
Lewis explained that the right to return an online purchase applies specifically to distance shopping. “If you buy something online, which is primarily what we’re talking about today, then unless it is a personalised or perishable item, then you have an absolute right to change your mind,” he said.
The financial advisor said most of the confusion comes surrounding the timing you have to send things back.
He explained: “You have 14 days after delivery, important, it’s after delivery, not after order, in which to tell them you’re sending an item back.”
Therefore, you have 14 days since delivery to notify the retailer of the intention to return something, not physically send it back.
Then, from notifying sellers you have a further 14 days to return the item.
He added: “And 14 days after the point at which you’ve told them to actually send it back, which means a maximum of 28 days.”
He critiqued several stores for describing their return policies incorrectly on their websites.
For example: “New Look, you can return sale items within 14 days. No, you can notify within 14 days,” he said.
He pointed to a second example too. “Range, you need to return your item to us at our Range Marketplace partner within 14 days of receiving it. No, you have 14 days of receiving it to notify us you’re sending back, and a further 14 days to send it back.”
These specific rights apply to online and other distance purchases in the UK, with in store purchases carrying different legal rights.
Shoppers are advised to check these rules to ensure they are not falsely led to believe they are running out of time to return an item.
