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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Your rights
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 from the day after delivery or ownership 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 gives you 14 days from receiving the goods to notify H&M of your cancellation, then a further 14 days to send the item back for any reason, even if it's not faulty, for a full refund. H&M must then issue your refund within 14 days of receiving the goods back or proof of you having sent them.
Step by step
- 1Understand Your Rights and H&M's Policy: Check your purchase date. For online purchases, H&M allows 30 days for full-price items and 14 days for sale or designer collection articles to register a return. After notifying H&M, you have a further 14 days to send the goods back. If the item is faulty, the Consumer Rights Act 2015 protects you for 30 days from the day after delivery.
- 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. Be aware that H&M deducts a £2.99 return fee per brand for online returns, which you can avoid by returning the item to an H&M store. If you return every item in an order, H&M will refund the delivery fee.
- 4Escalate if Necessary: If H&M denies your refund unfairly, remind them of your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. 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 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. For online purchases, I notified you within 14 days of receipt and have a further 14 days to return the item under the Consumer Contracts Regulations 2013.
“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.
What actually happens
Most H&M refunds for non-faulty items are straightforward if you act within their stated return periods, which are 30 days for full-price online purchases and 14 days for sale items. Be aware of the £2.99 return fee for online returns, which you can avoid by returning to a store. For faulty items, the Consumer Rights Act gives you 30 days to reject them. Once H&M receives your return or proof of postage, they aim to process the refund within 14 days. Card refunds typically clear within 5 working days, but PayPal refunds can take up to 30 days. Many issues are resolved at the initial customer service stage, especially with clear evidence and knowledge of your rights. Chargebacks are a powerful next step if H&M is uncooperative.
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.
How long does an H&M refund take?
H&M aims to process refunds as soon as possible, and no later than 14 days after they receive your returned items or you provide evidence of having sent them. Card refunds can take up to 5 working days to clear, while PayPal refunds may take up to 30 days.
Will H&M refund my delivery fee?
H&M will refund the delivery fee if you return every item in your order. If you only return part of an order, the delivery fee will not be refunded.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-10.