M&S return not refunded? Get your money back
It's frustrating when you've done everything right, returned an item to Marks and Spencer, and weeks go by without your money back. Don't let your refund get lost in the system. You have clear consumer rights to ensure you get what you're owed.
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Build my claim →Your rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is returned because it fails these standards, or if you've exercised your right to return under Marks and Spencer's policy or the Consumer Contracts Regulations 2013 (for distance sales), you are entitled to a refund. Once your return is accepted, Marks and Spencer is obligated to process your refund promptly, typically within 14 days.
Step by step
- 1Gather all proof: your original purchase receipt, the return receipt or proof of postage/tracking, and bank statements showing the original payment and lack of refund.
- 2Contact M&S Customer Services directly. Explain the situation clearly, providing all your evidence. State the date of return, the item details, and the expected refund amount.
- 3If the initial contact doesn't resolve the issue, escalate your complaint. Request to speak to a manager or submit a formal written complaint, reiterating your evidence and the expected refund timeframe.
- 4If Marks and Spencer still fails to issue the refund, consider initiating a chargeback through your bank or card provider. This can be done if you paid by debit or credit card and the retailer has breached their contract by not refunding you.
What they'll say, and your comeback
“Refunds can take up to 14 working days to process.”
Comeback, It has already been more than 14 days since my return was accepted. Under consumer law, refunds should be processed promptly, typically within 14 calendar days.
“We can't find your return in our system.”
Comeback, I have proof of return here, including [tracking number/return receipt number] which shows it was delivered/accepted on [date]. Please investigate this further using the provided details.
“The item wasn't in a resalable condition.”
Comeback, The item was returned in the exact condition it was accepted, as per your returns policy. If there was an issue, it should have been raised at the point of return.
FAQ
How long should I wait for a refund from Marks and Spencer?
Once your return is accepted, Marks and Spencer should process your refund promptly. For distance sales, the Consumer Contracts Regulations 2013 state this should be within 14 calendar days of them receiving the goods back or you providing proof of postage.
What if I don't have my return receipt?
While a return receipt is ideal, you can still provide other forms of proof. This includes your original purchase receipt, bank statements showing the transaction, proof of postage with tracking information, or even your M&S Sparks card history if the purchase was linked.
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.