The Christmas refund rule shoppers should know before buying presents, as high street returns catch people out

With Christmas shopping already underway, many of us are snapping up presents whenever we spot a good deal. But before you start filling your basket, there's one consumer rights rule worth knowing: if you buy a gift in a high street shop and the recipient doesn't like it, you don't automatically have the right to take it back for a refund.

It might come as a surprise, but shops are not legally required to refund you just because you've changed your mind. Under the Consumer Rights Act 2015, retailers must offer a refund when goods are faulty, not as described or not fit for purpose, but unwanted presents are a different matter.

Shopping on the high street

If you buy a present in person and the recipient doesn't like the colour, size or style, the shop doesn't have to give you a refund or exchange it. Many retailers do offer a goodwill returns policy, often allowing customers to return unwanted items within 14 or 28 days, provided they're unused and in their original condition. Some extend this period over Christmas, giving shoppers longer to bring back presents after the big day.

Shopping online

The rules are different if you buy a present online, over the phone or by mail order. Under the Consumer Contracts Regulations, you generally have 14 days from the day after receiving your order to tell the retailer you want to cancel, even if the item isn't faulty. You then have another 14 days to send it back. One thing to remember if you're buying Christmas presents early is that the online cancellation period starts when you purchase the item. So if you buy something in November, the standard 14-day window may have passed long before Christmas Day.

What happens if a present is faulty?

This is where shoppers have stronger legal protection. Whether you bought a gift online or in a shop, the same basic rights apply if it is faulty, not as described or doesn't do what it's supposed to. You normally have 30 days from taking ownership of the goods to reject a faulty item and ask for a full refund. After that, the retailer will generally have the opportunity to repair or replace it first. If a repair or replacement is unsuccessful, you may then be entitled to a refund or price reduction.

The simple rule is to check before you pay, rather than waiting until someone opens their present on Christmas morning. A little preparation now could save an awkward trip to the shops in January.

Natalie Dixon is our Lifestyle reporter, if you liked this article and want to read more about lifestyle you can follow Natalie Dixon on X here