Which? has found that a number of the UK’s largest online retailers are failing to provide lawful refunds to shoppers who return unwanted purchases.
In its review, the consumer organisation said retailers routinely did not reimburse customers for delivery costs when goods were returned, and in some cases failed to refund the price paid for the items themselves. Which? described the practices as breaking the law.
The findings add to longstanding concerns about how online returns are handled. Under UK consumer protection rules, shoppers who cancel distance purchases are generally entitled to a refund; in many cases that includes the standard delivery charge. Which? said the apparent failure by some firms to follow those obligations is leaving customers out of pocket.
The report’s publication will increase scrutiny of retailers’ returns processes and could prompt closer attention from consumer protection bodies and regulators. Which? said its investigation highlights the need for clearer enforcement to ensure retailers meet their legal responsibilities to customers.