Over 30 Retailers Found by Money Saving Expert to be Misleading Customers About Online Returns
MSE discovers a list of 30 major retailers that have been misleading customers about their online returns policies, making it appear as though customers have less time than legally allowed.
MoneySavingExpert.com has recently revealed a list containing 30 big-name retailers that have been misleading customers about what's legally allowed for their online returns. This has, in turn, made it seem that customers have less time to return the item than is stated under the Consumer Contracts Regulations 2013.
MSE has found that stores such as HMV, New Look, Boden, CEX and more state that they only accept returns (whether on sale items or regular-priced items) within 14 days of purchase. This is not true, and consumers have a legal right to return any item within 28 days from the date they receive the item, not from the date of purchase.
Customers have a legal right to notify a company within the first 14 days that they wish to return an item and then another 14 days to actually return the item, resulting in a total of 28 days.
(Image credit: Getty Images)
When speaking on the topic, Martin Lewis said, "It's important for people to know that as a legal minimum… while you can only return goods bought in-store if they're faulty… buy something online and you have a no-fault right of return, provided it is not perishable or personalised. You have up to 14 days after delivery in which to tell the retailer you're sending an item back, and 14 days after you tell them to return it."
As a result of these findings, Martin Lewis promised that they will be, "forwarding our findings to Trading Standards and contacting each store to make sure it is aware of its breach and to ask how and when it'll correct them".
Since the 10th of July 2025, 14 stores have promised to fix this discrepancy on their respective websites. This list includes Caffe Nero, Early Learning Centre, ForbiddenPlant, Gruum, Guinness, HMV, Hotpod Yoga, Hush, New Look, Monsoon, PerfectDraft, Robert Dyas, Ryman and Selfridges. Hopefully, we see more stores follow suit in the future.
Hey, I’m Matt. I first joined MyVoucherCodes as a Deals Expert, scouring the internet and leaving no stone unturned in finding the best discount codes, sales, and offers for our customers. Moving into my first home during the worst possible time (during lockdown) I understand the necessity of saving money when the purse strings are tight. I’ll do my very best to save you money wherever I can.
Outside of saving money, I’m into video games, movies, books and music. I host a video game podcast called The Retry Hard Podcast, where my friend and I go through news, reviews and video games in general. I also put out music through my pop-punk band, Truika, and as a solo artist under the name Matt Kiano, where I won Best Male Artist of 2025 at the Radio Wigwam awards.
