They said this… · Refunds & faulty goods

“It is outside our 14/28/30-day returns window”

Misleading without context

A retailer’s voluntary returns window does not automatically determine a statutory faulty-goods claim.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • First separate “I changed my mind” from “the goods do not conform to the contract”.
  • For qualifying faulty goods, the Consumer Rights Act remedy sequence has its own rules and time-sensitive stages.
  • The shop’s policy can be more generous than the law, but cannot contract out of mandatory statutory rights.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Proof of purchase or another record linking the transaction to the trader
  • Photos/video of the fault and when it appeared
  • The product description, advert or specification
  • The trader’s written refusal and the remedy already offered

If they still refuse

Move the dispute forward.

  1. Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
  2. Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
  3. If necessary, consider ADR or a county court claim after the appropriate pre-action steps.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Refunds & returnsRead the full guide.Faulty goodsRead the full guide.Repairs & replacementsRead the full guide.