Can they actually do that? Your retail and online shopping rights explained

Shopping online is supposed to make life easier. But between hidden fees, delayed deliveries, disappearing refunds and confusing return policies, buying something can quickly turn into an argument.

And when customer support tells you:

• “it’s store policy”
• “you agreed to the terms”
• or “we can’t do anything”

it’s hard to know whether they’re right or just hoping you give up. So, can retailers actually do these things? Sometimes, yes. But not always. Here’s what shops and online sellers can, and can’t legally get away with.

Can retailers refuse refunds on faulty goods?

No. If something you bought is faulty, not as described, or doesn’t do what it’s supposed to do, you have rights under the Consumer Rights Act.

You may be entitled to:

• a repair
• a replacement
• or a refund

depending on the circumstances. If the item develops a fault within 30 days, you usually have the right to reject it and get your money back.

After that, the retailer normally has one opportunity to repair or replace the item before further remedies apply.

Retailers cannot simply refuse responsibility by saying:

• “contact the manufacturer”
• “it’s outside store policy”
• “we don’t do refunds”

Your contract is with the retailer that sold the product to you.

Can shops refuse returns without original packaging?

Sometimes. If you’re returning a faulty item, missing packaging does not automatically remove your rights.

A retailer cannot refuse to deal with a faulty product just because:

• the box was opened
• the packaging was damaged
• you threw it away

But things are different for non-faulty returns.

If you simply changed your mind, retailers can set their own return conditions, including requirements around:

• original packaging
• tags
• resale condition

For online purchases, you usually have 14 days to cancel under distance selling rules, but the item should still be returned in reasonable condition.

Can retailers delete bad reviews?

They can moderate reviews but they shouldn’t manipulate them unfairly.

Retailers may remove reviews that are:

• abusive
• fake
• defamatory
• spam
• irrelevant

But deleting genuine negative reviews simply because they’re critical becomes more questionable. New UK rules targeting fake and misleading reviews are designed to improve transparency around online feedback and endorsements. If a retailer only appears to publish glowing five-star reviews while removing legitimate criticism, consumers are right to be sceptical.

You should always:

• check multiple review sources across different platforms
• look for repeated complaint patterns
• be wary of suspiciously perfect ratings
• check whether the review was incentivised

Can prices change while you’re checking out?

Sometimes, yes.

Prices online can change quickly because of:

• dynamic pricing
• stock changes
• demand spikes
• algorithmic pricing systems

Usually, a retailer is not legally bound to sell an item until your order is accepted.

That means prices can sometimes change:

• during checkout
• before payment completes
• or before dispatch

But pricing must still be transparent.

Retailers should not:

• hide mandatory charges
• mislead consumers about costs
• drip-feed unavoidable fees at the last second

If pricing feels deliberately confusing you should challenge it with the seller.

Can companies charge for returns?

Yes, sometimes.

Many retailers now charge customers to return unwanted items, especially in fashion retail.

If the item is not faulty and you simply changed your mind, businesses can usually ask you to cover return costs as long as this was made clear before purchase.

But faulty goods are different.

You generally should not have to pay return costs if:

• the item arrived damaged
• the product is faulty
• the wrong item was sent
• the goods were misdescribed

If you’re asked to pay to return a faulty item, complain and ask for reimbursement.

Can companies keep delivery fees after a refund?

Sometimes, but not always.

If you return faulty goods, you should normally receive:

• the item refund
• standard delivery costs

However, retailers may not refund:

• premium delivery upgrades
• express shipping upgrades
• optional extras

For non-faulty returns, refund policies vary depending on:

• the retailer’s terms
• whether the purchase was online
• the type of goods involved

Always check:

• who pays return postage
• whether original delivery fees are refundable
• any deductions listed in the returns policy

Can companies add a carrier bag charge to an online order?

Usually, yes, if it’s clear before payment.

Some retailers now add carrier bag charges automatically to online grocery or click-and-collect orders.

The important issue is transparency.

Charges should be:

• clearly shown
• easy to remove if optional
• explained before checkout

The retailer may offer you the option to have the charge reimbursed if you return and recycle the bags, so look out for this with your next order. If an extra fee feels misleading or unavoidable, it’s reasonable to challenge it.

Can retailers refuse refunds for delayed deliveries?

Sometimes, but delays can give you rights. Delivery dates matter more than many retailers admit.

If you agreed to a specific delivery timeframe and the item does not arrive, you may be entitled to:

• cancel the order
• receive a refund
• reject the goods

especially if:

• the delivery date was essential
• the delay was significant
• the item was for a specific event or occasion

Retailers cannot simply avoid responsibility by blaming:

• couriers
• warehouses
• “high demand”
• seasonal pressure

Your contract is still with the seller.

Can online sellers ignore consumer complaints?

No, even if it feels like they do. Online sellers are still businesses with legal obligations.

You have the right to:

• raise complaints
• request refunds
• challenge faulty goods
• escalate unresolved issues

The problem is often getting a meaningful response.

Some companies rely on:

• slow responses
• chatbot loops
• generic emails
• complicated complaint processes

because many consumers eventually give up.

If a seller ignores you:

• keep records
• complain in writing
• set clear deadlines
• escalate where possible
• consider chargebacks or payment protection

In these cases persistence matters.

Can stores refuse cash payments?

Yes. In the UK, businesses are generally allowed to choose which payment methods they accept unless specific laws say otherwise.

That means shops can legally become:

• card-only
• app-only
• cashless

as long as customers are informed clearly before attempting payment.

This frustrates many consumers, especially:

• older people
• vulnerable customers
• people without easy banking access

But legally, “legal tender” does not mean every business must accept cash in every situation.

Can “final sale” items be non-refundable?

Sometimes. If an item is heavily discounted, clearance stock or marked “final sale”, retailers may refuse returns for change-of-mind purchases.

But this does not remove your rights if the item is:

• faulty
• unsafe
• not as described

“Final sale” does not mean:

• “no consumer rights”
• “we can ignore faults”
• “you can’t complain”

Retailers cannot use discount labels to avoid legal responsibilities.

Can retailers cancel orders after payment?

Yes, sometimes. Placing an order does not always mean a binding contract has been formed immediately.

Retailers may cancel orders because of:

• pricing errors
• stock shortages
• suspected fraud
• technical problems

Most terms and conditions allow this.

However, problems arise when:

• cancellations happen repeatedly
• retailers advertise unrealistic prices
• refunds are delayed
• customer service gives conflicting information

If your money has been taken, refunds should usually be processed promptly and if an order cancellation leaves you significantly out of pocket, for example after obvious misleading advertising, it’s worth complaining.

Retailers can set many of their own policies around:

• returns
• pricing
• cancellations
• payment methods
• delivery charges

But store policy does not override consumer law.

You should push back when:

• faulty goods are dismissed
• refunds are unfairly refused
• hidden charges appear
• complaints are ignored
• returns become deliberately difficult
• companies rely on confusing small print

Many consumers lose money simply because they assume the company must be right, and that’s not always the case.

If you’re unsure where you stand, check Resolver’s free consumer rights guides for plain English advice on everything from refunds and subscriptions to travel, broadband and banking.

And if you’re already stuck in a dispute or struggling to get a response from a company, you can raise a complaint for free through Resolver. Resolver helps you track your case, escalate complaints and keep everything in one place.

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