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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Your rights
Under the Consumer Rights Act 2015, 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 for a refund within 30 days of purchase or delivery. If you return an item under M&S's 28-day policy (14 days for online sale items) or cancel an online or telephone order under the Consumer Contracts Regulations 2013, you are entitled to a refund. For online cancellations, M&S must refund you within 14 calendar days of receiving the returned products or proof you sent them back. For faulty goods, once M&S agrees you are entitled to a refund, it must be paid within 14 days. M&S states refunds typically take 3-5 working days to appear in your account after processing, with processing times varying from 1 day for store returns (Fashion, Home & Beauty) to up to 10 days for postal, Foodhall, or outlet returns.
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, M&S states refunds typically take 3-5 working days after processing. Processing itself can take up to 10 days for postal returns. Even considering these timelines, it has now been longer than expected since my return was received on [date]. Under the Consumer Contracts Regulations, for online cancellations, I am entitled to a refund within 14 calendar days of you receiving the goods or proof of postage.
“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.
What actually happens
Most M&S refunds are processed without issue, typically appearing in your account within 3-5 working days after M&S processes the return. Store returns for Fashion, Home, and Beauty are usually processed within one day, while postal returns or those from Foodhalls and outlets can take up to 10 days to process. Delays often occur with postal returns, where items might be misplaced or processing takes longer. Initial contact with M&S customer services (Step 2) often resolves these delays, especially if you have clear proof of postage or return. For more persistent issues, escalating to a manager (Step 3) can be effective. If all else fails, a chargeback through your bank (Step 4) is the final recourse, particularly for larger purchases where M&S has failed to meet its refund obligations within the 14-day legal limit for online cancellations or agreed faulty goods refunds. Amounts can range from small clothing items to larger home furnishings.
FAQ
How long should I wait for a refund from Marks and Spencer?
M&S states refunds typically take 3-5 working days to show in your account once processed. Processing times vary: 1 day for Fashion, Home & Beauty store returns, and up to 10 days for Foodhall, outlet, or postal returns. For online or telephone orders cancelled under the Consumer Contracts Regulations, M&S will refund you within 14 calendar days of receiving the returned products or evidence you sent them back. For faulty goods, once M&S agrees you are entitled to a refund, it must be paid within 14 days.
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.
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Reclaim it now, free →More money you might be owed
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-08.