Get a Refund from Boohoo or PLT for a Return
Waiting for a refund after returning an item can be frustrating, especially when your money is tied up. You have clear rights when it comes to getting your cash back for goods you've sent back. Don't let retailers drag their heels, take action to secure your refund.
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When you return an item bought online, the Consumer Contracts Regulations 2013 state that the retailer must issue your refund within 14 days of receiving the goods back, or 14 days from when you provide proof you sent them. This applies to non-faulty items returned within the cooling-off period. If the item was faulty, the Consumer Rights Act 2015 provides you with a right to a refund, repair, or replacement.
Step by step
- 1Gather all your evidence, including proof of purchase, return tracking numbers, and any communication with the retailer.
- 2Contact Boohoo or PrettyLittleThing's customer service directly. Clearly state your issue, provide your order number, return date, and tracking information. Reference the 14-day refund window under the Consumer Contracts Regulations 2013.
- 3If customer service doesn't resolve it within a reasonable timeframe, escalate your complaint. Ask for a manager or use their official complaints procedure. Keep a record of all interactions.
- 4If all else fails, consider initiating a chargeback with your bank or credit card provider. If you paid by credit card for items over £100, you may also have protection under Section 75 of the Consumer Credit Act 1974.
What they'll say, and your comeback
“We haven't received your return yet.”
Comeback, I have proof of postage and tracking showing it was delivered on [date]. Under the Consumer Contracts Regulations 2013, you must refund me within 14 days of receiving the goods or proof of return.
“Refunds are taking longer than usual due to high volume.”
Comeback, While I understand, the Consumer Contracts Regulations 2013 mandate a refund within 14 days of receiving the return or proof of postage. My refund is now overdue.
“The item was not in a resalable condition.”
Comeback, I returned the item in the condition it was received, with all tags attached. I have photographic evidence to support this.
FAQ
How long do I legally have to return an item bought online?
Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your goods to cancel your order, and then another 14 days to return the items. Many retailers, including Boohoo and PLT, offer longer voluntary return periods.
What if I don't have proof of postage for my return?
It's much harder to prove you sent the item without proof of postage. Always keep your tracking number or proof of postage receipt. You can still contact customer service, but your case will be weaker without this evidence.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.