Refunds and Returns: What You're Entitled To

When you buy something—online or in a store—you may have a right to return it or get a refund under the contract or under the law. But refund and return terms vary a lot: some companies offer 30 days no-questions-asked; others say "no refunds" or impose strict conditions. Knowing what the contract says and what your statutory rights are can help you get your money back when you're entitled to it. Here's what to look for in refund and return terms—and how your legal rights may apply.

What the contract says

Before you buy, check the seller's refund and return policy. It's often on the product page, at checkout, or in the terms of sale.

Refund window

How many days do you have to return the item or request a refund? 14 days? 30 days? From when—the purchase date or the delivery date? In the EU and some other places, you have a statutory right to change your mind within 14 days for distance sales (e.g. online)—so the contract can't give you less than that. But the contract might give you more (e.g. 30 days). Note the deadline and what triggers it.

Conditions

What are the conditions for a refund? Must the item be unused and in original packaging? Do you need the receipt? Who pays for return shipping—you or the seller? Some contracts say you pay return shipping; others offer a prepaid label. If the item is faulty or not as described, you may have a statutory right to a refund regardless of the contract's conditions—so check your jurisdiction. For "change of mind" returns, the contract can set conditions (e.g. unused, in packaging).

Restocking fees and deductions

Does the seller charge a restocking fee (e.g. 15%) or deduct from the refund for opened items? Are there any other deductions? The contract should spell this out. If it doesn't, and you're charged a fee you didn't expect, you may be able to dispute it—especially if your statutory rights don't allow such deductions.

Statutory rights

In many places the law gives you rights that the contract can't take away. These often include:

Right to reject faulty goods

If the item is faulty, not as described, or doesn't do what it's supposed to, you may have a right to reject it and get a full refund—usually within a certain period (e.g. 30 days). The seller can't say "no refunds" for faulty goods if the law gives you that right. You may also have a right to a repair or replacement first; the exact rights depend on your jurisdiction.

Cooling-off period for distance sales

In the EU and some other places, you have a right to change your mind within 14 days of receiving the goods (or from the conclusion of the contract for services) and get a full refund—for distance sales (e.g. online, phone). The seller must inform you of this right; if they don't, the period may be extended. There are exceptions (e.g. personalised goods, perishables); the contract or the law will say what they are.

Digital content and services

For digital content (e.g. software, streaming) and services, the rules can be different. In the EU, you may have a right to withdraw within 14 days—but if you've consented to the performance starting before the period ends, you may have to pay for what you've received. Check the terms and your local law.

Practical tips

• Read the refund policy before you buy. If it's "no refunds" or very strict, you'll know what you're agreeing to—and whether your statutory rights give you more.
• Keep proof of purchase and return. Receipt, order confirmation, and proof of posting the return (e.g. tracking number) help if there's a dispute.
• BeforeYouSign can highlight refund and return clauses in your purchase terms so you know what you're entitled to—and what the seller's policy is—before you pay.