How to Get a Refund From H&M
If you've bought something from H&M that isn't quite right, you have consumer rights that protect you. Whether it's faulty, not as described, or you simply changed your mind after an online purchase, getting your money back is often straightforward. This guide will help you understand your options and take the right steps.
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In the UK, the Consumer Rights Act 2015 states that goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, you have a short-term right to reject it within 30 days for a full refund. After 30 days, you are entitled to a repair or replacement, and if these are unsuccessful, you can still claim a refund. For online purchases, the Consumer Contracts Regulations 2013 also gives you a 14-day right to cancel and return an item for any reason, even if it's not faulty, for a full refund.
Step by step
- 1Understand Your Rights and H&M's Policy: Check your purchase date. If the item is faulty, the Consumer Rights Act 2015 protects you. H&M's own return policy typically allows 28 days for non-faulty items with proof of purchase.
- 2Gather Your Evidence: Locate your receipt or other proof of purchase, such as a bank statement or order confirmation. If the item is faulty, take clear photos or a video showing the defect.
- 3Contact H&M Customer Service: Explain the issue clearly, stating whether the item is faulty, not as described, or if you're exercising your right to cancel for an online purchase. Provide all relevant details and evidence.
- 4Escalate if Necessary: If H&M denies your refund unfairly, remind them of your rights under the Consumer Rights Act 2015. If you paid by debit or credit card, you may be able to initiate a chargeback through your bank. For larger disputes, consider the Small Claims Court.
What they'll say, and your comeback
“You're outside our 28-day return window.”
Comeback, My claim is based on the Consumer Rights Act 2015, which applies to faulty goods and extends beyond your voluntary return policy. The item was not of satisfactory quality when purchased.
“We need the original receipt for a refund.”
Comeback, I have alternative proof of purchase, such as a bank statement or order confirmation, which is legally sufficient.
“The fault is due to wear and tear.”
Comeback, I dispute that. The fault appeared prematurely and indicates the item was not of satisfactory quality or fit for purpose from the outset, as required by the Consumer Rights Act 2015.
FAQ
Can I return H&M items without a receipt?
Yes, you can often use other proof of purchase like a bank statement, credit card statement, or order confirmation email. While H&M might prefer a receipt, legally, any proof of purchase showing the transaction is sufficient.
What if H&M refuses my refund for a faulty item?
If H&M refuses a refund for a faulty item within the legal timeframe, remind them of your rights under the Consumer Rights Act 2015. If they still refuse, you can pursue a chargeback via your bank if you paid by card, or consider escalating to the Small Claims Court as a last resort.
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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.