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Can I get a refund on a digital download?

The Consumer Rights Act gives you rights to claim against the retailer if your digital download is faulty. Read our guide to make sure you’re not left with a dud. Faulty downloads The Consumer Rights Act defines digital content as ‘data which are produced and supplied in digital form’. This means you have rights in relation to […]

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How do I cancel an online order?

You have the right to cancel an online order under the Consumer Contracts Regulations. Get the lowdown on the law and find out how to cancel an order. KEY INFORMATION Summary Most but not all online orders can be cancelled, for example bespoke or personalised items can’t be Your right to cancel an order starts […]

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I want to return an unwanted gift

High street shops aren’t obliged to accept returns unless an item is faulty, not as described or is unfit for purpose, but many provide a ‘goodwill’ returns policy. Returning a gift not bought by you If you received the item as a gift, you’ll need proof of purchase if you want to return it and […]

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I want to return something bought online

High street shops don’t have to accept returns unless an item is faulty, but returns for online purchases are covered by the Consumer Contracts Regulations. The Consumer Contracts Regulations Cancellation of online order Sanchia Pereira from Which? Legal says: When you buy an item online you can change your mind up to 14 days after the […]

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How to return an item bought from an EU country

If something goes wrong with a product or service bought from another EU country you’re protected by the Consumer Contracts Regulations and the Consumer Rights Act. The rules on returns Your consumer rights when shopping online are largely the same, but it is unlikely you will be able to enforce your rights in the EU […]

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I want to return my goods, what are my rights?

How you return your goods will depend on where you purchased them and why you want to return them. We explain online returns, faulty goods rights and store returns policies. Your statutory rights when returning goods I want to return my goods, what are my rights? Connor Sibthorpe from Which? Legal says: It is important to […]

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Faulty product? How to get a refund, repair or replacement

If something you’ve bought is faulty, our advice can help you get a refund, repair or replacement. What is a faulty product? The Consumer Rights Act means any products you buy must be of satisfactory quality, fit for purpose and as described. The rules also include digital content like downloaded films, games or apps. So […]

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Letter to ask for a faulty item to be repaired or replaced

Don’t be fobbed off if you want a retailer to repair or replace a faulty product. Use our letter to ensure the retailer takes action. Download letter docx (14 KB) [Your address and contact number] [Company/supplier’s address] [Date] Dear Sir/Madam, [Reference: contract number] On 2022, I [bought/placed an order for] a [item] and received it on 2022. […]

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What can I do if a retailer goes into administration?

If a retailer goes into administration, it may not be clear what your rights are. Read our guide to help you understand what you’re entitled to. What does going into administration mean? When a company goes into administration it means it has become insolvent and will be run  by an appointed administrator, who must be […]

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How can I get my money back if a company goes bust?

It’s not uncommon for shops to fail. But what happens if you haven’t received a product or service from a company that goes bust? Find out what to do. 1 Check insolvency details Before starting a claim to get your money back, you should find out if the business has officially gone bust. As soon as […]

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