Shopping
Bought something recently that suddenly stopped working? Or was your online order left on the doorstep without your permission and stolen? Our advice can help resolve your shopping problems and get money back if things go wrong.
Faulty goods
Do you know your rights if something you buy develops a fault? Goods must be as described, of satisfactory quality and fit for purpose. If not, you could get your money back - our guides can help.
- Faulty product? How to get a refund, repair or replacement
- How to complain to a company
- Letter to ask for a faulty item to be repaired or replaced
- Consumer Rights Act 2015
Online shopping
When you shop online, you are protected under consumer law. Our guides can help you exercise your consumer rights if you have a problem with an online order.
- How do I cancel an online order?
- Letter to request a private seller refunds goods not as described
- Am I protected when selling with PayPal?
- Consumer Contracts Regulations
Delivery rights
If you’ve had a damaged delivery or it didn’t arrive at all, your rights are protected by the Consumer Rights Act and the Consumer Contracts Regulations. Our guides can help you make a complaint.
- My delivery or online order hasn't arrived, what can I do?
- How to complain if you receive damaged goods in the post
- Letter to ask for a refund for goods not received
- Consumer Contracts Regulations
Returns & refunds
Under the Consumer Rights Act, you have the right to a return or refund if something you buy is faulty or unfit for purpose. We help you navigate the law so you're not left out of pocket.
- Can I get a refund on a digital download?
- Can I return a smart toy that I’m concerned could be hacked?
- How can I get my money back if a company goes bust?
- Consumer Rights Act 2015
Pets and vets
Getting a new pet is an exciting time, but it's important to ask the right questions before you pick your new family member and why it can be stressful dealing with vet care and costs.
- I’m unhappy with my vet, what are my rights?
- I’m not happy with the fees my vet is charging, what can I do?
- What are my consumer rights when buying a dog, cat or other pet?
Vouchers
When a company goes into administration it can be confusing as to whether you’ll still be able to use your vouchers. Read our guides to find out the best thing to do with vouchers when a company goes bust.
- Letter to claim refund for vouchers from bust company
- What are my rights with gift vouchers and cards?
Sales and special offers
When you hit the sales - whether it's for half-price clothes or a new TV - your rights are still protected by the Consumer Rights Act. Read our guides to sale shopping to make sure you know your rights.
- How to complain if you’ve been misled by a sale or special offer
- What are my rights when I shop in a sale?
- Consumer Rights Act 2015
Second-hand goods
If your second-hand goods aren’t what you expected, you may be entitled to a refund. Whether you can get one will depend on who you’ve bought your items from - a trader or an individual. Read our guides to learn more.
All second-hand goods guidesWarranties
All electrical items are sold with a warranty yet retailers also sell extended warranties. But what’s covered and what’s not? Knowing what to expect is important if something goes wrong. Read our guides to find out all you need to know.
- When can I use a manufacturer's warranty or guarantee?
- Letter to warranty provider who is refusing to pay for repairs
- Consumer Rights Act 2015
Product safety
Unsafe and recalled products can pose a serious danger to you and your family. Use our guides to know if a product you own is unsafe or recalled.
All product safety guides