Made.com collapses into administration - what it means for your refund and return rights

Returns won't be processed

The administrator has confirmed it will not accept returns, including of faulty goods.

If you are due a refund for a faulty or returned item - or for an item you had planned to return - that was purchased prior to Made falling into administration, you will be able to register as an unsecured creditor and claim for a refund.  

However, you might have more success trying to get your money back from your card provider if you paid using a credit or debit card - see below for more on this. 

How to try and get your money back from your card provider   

If you're waiting for a refund, were planning to return an item for a refund, or an order you placed hasn't arrived, you may be able to get your money back if you paid using a debit or credit card. So far just over £1.8 million has been recouped by customers from Made.com via chargeback.

• If you paid on credit card: Under Section 75 of the Consumer Credit Act, if you pay for something costing between £100 and £30,000 on a credit card, the card firm's equally liable if something goes wrong. See our Section 75 guide for more details. 
  
  
• If you paid with a debit card: Under chargeback – which isn't a legal requirement, just a customer service promise – your bank will try to get your money back from the bank of the firm you purchased from. Though be aware that even if you're paid, the firm itself can sometimes dispute it with the bank and the money may later be clawed back. You typically have 120 days from purchase to submit a claim. See our Chargeback guide for full info.

Still have questions? Contact PwC

If you're still worried and have any questions, you can via email the administrators at uk_madedesign_creditors@pwc.com