They said this… · Refunds & faulty goods

“We can only give you store credit”

Generally incorrect

Where the law gives a consumer a right to a refund, a trader cannot normally substitute store credit merely because that is its preferred policy.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Whether you actually have a right to a refund depends on the route: fault, final rejection, distance cancellation or voluntary policy.
  • A voluntary goodwill return can legitimately be offered as store credit if no statutory refund right exists.
  • State the legal basis of the refund you say is due.

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.