Returning online shopping: what every online shopper should know

Your rights as a buyer when shopping online

Just as when you buy in a physical store, online shoppers have strong protections under the Consumer Contracts Regulations 2013. These rules exist to give online shoppers clear expectations. They explain how long you have to change your mind, how refunds work and what retailers must do.

The law is designed to keep things fair. Buying online means you can’t check an item in person before you commit, so you’re given more control when something arrives and isn’t right.

How long you have to return your items

Most online shoppers have:

• 14 days to tell the retailer that you want to return your item
• 14 more days to send it back once you’ve told them

This is often called the “cooling-off period.”

Some retailers offer longer return windows as part of their own policies, especially during busy shopping seasons. Others might shorten the window for specific items. Some may provide free returns while others might charge a return fee. Always check the retailer’s returns page before you buy so you know what to expect.

Custom-made or personalised items aren’t usually covered. These are created specifically for you so can’t be resold. Retailers aren’t expected to take them back unless there’s a fault.

When to expect a refund

Once your return reaches the retailer or you provide proof you’ve posted it, they normally have 14 days to issue your refund.

Some may refund the original delivery cost, though this varies and isn’t common, especially if they’re covering the return postage.

Refunds usually go back to your original payment method. It’s always best to check the retailer’s returns policy before buying so you know what to expect.
 

Faulty or misdescribed items

If your item’s faulty, damaged or not as described, your rights are stronger than if you’ve simply changed your mind about wanting it. Under the Consumer Rights Act 2015, you’re entitled to a refund or repair but how long you’ve had the item determines what the retailer must do:

• From 0 – 30 days: You can claim a full refund
• From 30 days – 6 months: They can try one repair or replacement before offering a refund
• After 6 months: They can try one repair or replacement then may still offer a partial refund. You may need to prove the item is faulty

If you want a replacement instead of a refund within 30 days, you can ask the retailer, but they shouldn’t refuse a refund.

The 30-day refund rule doesn’t apply to downloads like music, games or apps. For faulty digital products, you can ask for a repair or replacement, or a price reduction if that's not possible.

The period is shorter for perishable goods like baked goods, fresh produce, diary, meat, poultry and seafood as they have shorter expiry dates.

Items that can’t usually be returned

Some items usually can’t be returned, either at all or once they’ve been opened. Examples include:

• Earrings and other pierced jewellery
• Fresh flowers and certain food
• Sealed health and beauty items once opened
• Underwear and swimwear once opened
• Digital downloads once accessed
• Custom-made or personalised items made, or personalised items made or personalised items
• CDs, DVDs or software, if you break the seal on the wrapping
• Items from a private seller on a social media marketplace or online auction site

If something can’t be returned, retailers should make this clear in their online journey before you place your order.

What to check in a retailer’s returns policy

Reading the retailer’s returns policy before you buy helps avoid surprises. Look for:

• How long you have to return an item
• Whether returns are free or paid
• Which return methods are accepted (eg post, locker or in-store)
• Any condition requirements
• Whether proof of purchase is needed
• How marketplace sellers handle returns
• Whether the seller is based overseas

Marketplace and third-party sellers’ considerations party

When you buy through platforms like Facebook Marketplace, Amazon Marketplace, eBay or TikTok Shop, sellers operate as private individuals. This means your rights may be different.

Before buying, check:

• Whether the seller accepts returns
• If the marketplace offers buyer protection
• Reviews from other customers who bought from the seller
• Who pays return postage, you or the seller
• Whether the seller is overseas (as the return cost may be expensive)

Keep records of your conversations, save screenshots of the listing and use secure payment methods that offer buyer protection wherever possible

How to log a return correctly

Starting the return process early helps avoid delays. Follow these steps:

• Notify the retailer first: Most retailers need you to tell them before sending your item back by logging what item or items you want to return. You might do this through your online account, email or live chat
• Follow their instructions: Pay attention to any labels you may need to print, return addresses, how to package and label items correctly, and the return deadline
• Keep records: Even when you’ve sent off your return, keep your order and return confirmations, reference numbers and proof of posting or collection receipts. If anything goes wrong, you’ll have these as proof to show the retailer

Getting your item ready to return

If you change your mind and want to return your item or items, make sure they are:

• Unused
• In a resaleable condition
• In their original packaging where possible

Packaging your return

When you’re packing up your item you want to return, make sure you pack it up carefully by:

• Reusing the original packaging
• Removing or covering old labels
• Sealing the parcel firmly with plenty of tape
• Including any required paperwork (e.g. if a retailer asks you to tick a reason for the return)

Our guide to packing parcels securely may help.

Choosing a tracked service

If the retailer doesn’t offer free returns, choose a tracked service. It gives clear proof of posting and delivery, in case any issues arise.
 

Online shopping returns: we can help with that

Many online retailers now let you drop off returns at thousands of Post Office branches. This gives you a convenient and secure way to send items back during your day. With many branches open longer hours and some even on Sundays, you can drop off around your busy schedule.

Retailers will use varying courier for returns. Post Office partner with the UK’s biggest couriers and can accept parcels returned using Royal Mail, EVRI, DPD, Amazon  and Parcelforce Worldwide. Check which are available at your local branch. What’s more you can print your returns label in any Post Office branch if the retailer uses QR codes; handy if you don’t have a printer at home.

How the drop off process works at Post Office

We work with couriers to make dropping off returns simple. Follow these steps:

1. Start the return process at home: Follow the retailer’s instructions, packaging and addressing the item, and applying any supplied labels
2. Take it to your nearest Post Office branch: We can scan the QR card and print your returns label if needed. If you need to pay for the return postage, our range of in-branch posting services let you choose the price and features that suit what you’re sending. Remember to always check if your local Post Office branch can accept the parcel you’re returning
3. Leave the rest to us: We’ll give you a receipt or tracking number as proof you’ve sent your return to the retailer

Benefits of dropping off returns at a Post Office branch

• Wide choice of couriers: We can accept returns sent with Royal Mail, Parcelforce Worldwide, Evri, DPD and Amazon so if you’ve more than one item to return or post using different couriers, you can get everything done in one place. Please check with your local branch as service availability may vary
• Print return labels in branch: If your return postage is paid by the retailer, but you can’t print the label at home, our team in branch can print it for you. Just show them a QR code from the retailer
• Helpful with posting services: If you need to pay for postage, your local branch team can suggest suitable options or you can buy postage online to suit your needs and budget and drop off your return later
• Proof of posting: You’ll get a Certificate of Posting as proof you’ve returned your parcel to the retailer
• Convenient branches: There are over 11,500 Post Office branches across the UK. Many offer longer opening hours so you can drop off returns when it suits you