How to Check a Money-Back Guarantee Before You Buy Online

A guarantee is not the same as your rights

A seller’s guarantee is a promise. Your legal rights exist anyway. Citizens Advice says that when you buy goods online you usually have 14 days after receiving them to tell the seller you want to cancel, and then another 14 days to send them back. The seller then has to pay your refund within 14 days of receiving the item or proof you posted it. Citizens Advice describes 14 days as the absolute minimum, and many sellers give longer.

There are exceptions, including personalised or custom-made items. Digital content is also different: Which? explains that you give up the 14-day period if you agree to get a download straight away.

Five questions to ask of any guarantee

1. Who is making the promise?

Find the company name and address. Sellers must give you their business address and details of your right to cancel. Some products are sold through a separate payment platform, so check who handles refunds.

2. How long is it, and when does the clock start?

“60 days” could start on the order date or the delivery date. If delivery takes two weeks, that matters.

3. What conditions apply?

Look for “unopened only”, “first purchase only”, “one bottle only” or a requirement to send proof of use.

4. Who pays for return postage?

For an overseas seller, return postage can be a large part of the price. Check the return address before you buy.

5. How do you claim?

Look for a clear email address or form. A guarantee that only works by phone in limited hours is harder to use. Note the date you ask and keep the reply.

How you pay can protect you

Citizens Advice says to try the trader first. If that does not work, you can ask your card provider or PayPal for help:

• Credit card or buy now, pay later: Section 75 of the Consumer Credit Act may apply if you paid more than £100 and no more than £30,000. Check the current Citizens Advice page for the exact conditions.
• Debit card: ask about chargeback. Your card provider might not agree to it, so act promptly.
• PayPal: you have 180 days from when you paid to open a dispute.

A two-minute routine before you buy

• Take a screenshot of the guarantee and the terms.
• Note the last date you can claim in your calendar.
• Keep the order confirmation and any tracking.
• Check for a subscription hidden in the order.
• Read our fake review checks if the page relies on testimonials.

A worked example: reading the small print

Imagine a supplement sold with a “60-day money-back guarantee”, shipped from abroad. The small print says the 60 days start on the order date, delivery takes up to 14 days, only unopened bottles are refunded, and returns go to an overseas address at your cost. On paper it is 60 days. In practice you have about 46 days, you cannot try the product and still claim, and the postage could be a large share of the price. These details are invented for illustration, but each of them appears in real terms.

Now compare a shorter 30-day guarantee from a UK seller that covers opened items and pays return postage. The shorter promise may be worth more. Look at what you would actually have to do to get your money back, rather than at the headline number.

Watch out for subscriptions and bundles

Some offers add a repeat order at checkout, often through a pre-ticked box or a discount for “subscribe and save”. Check your order summary before you pay and look at your bank statement afterwards. With bundles, check whether the guarantee covers every item or just the first. If you buy three and only one can be returned once opened, the guarantee covers less than it appears to.

If you need to claim

Write to the seller, and say what you bought, when, and what you want. Keep it short and factual, attach your order confirmation, and give a reasonable deadline. If they do not reply, use the card or PayPal routes above. The Citizens Advice consumer service can also explain which rules apply to your situation, and it can pass complaints to Trading Standards.

FAQ

Does a money-back guarantee replace my legal rights?

No. It sits alongside them. Your rights still apply, and a guarantee can only add to them.

Do I have to pay for return postage?

It depends on the seller and the terms, so check before buying. Terms should make this clear.

How quickly must I get my money back after cancelling?

Citizens Advice says the seller must pay within 14 days, starting the day after they receive proof you posted the item or the item itself, whichever comes first.

What if the seller ignores me?

Keep your evidence, then ask your card provider or PayPal for help. The Citizens Advice consumer service can also advise you.