Martin Lewis: Do you have a legal right to return goods bought in-store? Most get this WRONG!

ITV's The Martin Lewis Money Show Live – Tuesday 3 December 2024

From The Martin Lewis Money Show Live on Tuesday 3 December 2024 courtesy of ITV. All rights reserved. Watch the full episode on ITVX.

Transcript of what Martin Lewis said on the show…

Below is a direct transcript of what Martin said, though we've split it into sections for ease.

Most people get their in-store return rights WRONG

Jeanette Kwakye, Martin's co-host: "Martin, the question was [referring to a poll Martin ran on X (formerly Twitter) on Tuesday 3 December]: 'if you bought an item in-store and it doesn't look good on you, what are your legal return rights?' This is what people believe the answer to be... [Jeanette highlights the X poll results on screen, see below for a copy]."

Martin Lewis: "So, we've got 35% who said you need a receipt."

Jeanette: "Yes."

Martin: "21% said you only need proof of purchase, like a credit card statement, which, if this was a faulty item, which it isn't, would be correct; you do not need a receipt.

"2% said you get a free replacement, which if you were returning a faulty item after 30 days, would be one of the options. And 42%, only 42%, got it right.

"You have no right to anything, which I'm about to explain and it's shocking for many people in my 'News You Can Use'...

"Okay. Sorry. There are three ladies here [pointing to three women in the audience]. You do not like that answer do you? They were all looking at each other going 'I do not think so'. Well, I'm sorry, so you need to listen carefully here..."

If you've bought an item in-store, unless it's faulty, you DO NOT have the legal right to return it

"You have no legal return rights for goods bought in-store unless they're faulty.

"So, the shop may have its own policy. It may publish its return rights, in which case it's a contractual right. But your statutory rights, your in-law rights means you can't take it back. And it's important at this time of year, during the Christmas sales and the January sales, sometimes, even if they normally have contractual rights, they suspend them.

"So if you're buying stuff in-store, know unless it's faulty, you can't take it back. So check beforehand if you were planning to try it on when you get it home that they [the store you bought it from has] a returns policy, not a returns right.

You DO have the right to change your mind if you bought the item online

"Now, you do have a right to change your mind for online purchases. You've got 14 days to notify them and then 14 days after notification to send it back. So maximum 28 days.

"Clearly, if you're not ready to send it back, don't notify them until the last moment because it gives you longer to do it. Some shops' websites, including major brands - though I haven't quite legally dotted I's and crossed T's - get this wrong and say you've got less.

"This is the law. That's right [pointing to the rules on-screen]. Their website is wrong if they say you've got less.

"The main exclusions are for perishable items, clearly, because you can't really take them back or personalised items. So that big 'I Love Martin t-shirt’, Jeanette, that you've ordered."

Jeanette: "Sorry."

Martin: "I'm afraid if it's not the right size you can't send it back."