Complaining about goods bought in the UK — your consumer rights in 2026

Consumer Rights Act 2015 — your rights when buying in the UK

The Consumer Rights Act 2015 is the primary consumer protection legislation in the UK. It covers both in-store and online purchases. The key principles: goods must match their description, be of satisfactory quality and be fit for purpose — if they are not, you are entitled to a repair, replacement or refund. The Act applies to any buyer purchasing from a UK retailer, regardless of where the buyer lives.

30 days for a full refund on faulty goods

If you buy goods that turn out to be faulty or not as described, you have 30 days from the date of purchase to demand a full refund (the "short-term right to reject"). During this period the retailer cannot simply offer you a repair or replacement — if you want a refund, that is what you are entitled to demand.

After 30 days but within the first six months from purchase, the UK retailer has the right to attempt a repair or replacement first. If the repair or replacement fails or is not possible, you are then entitled to a refund (partial or full, depending on how much use you have had of the product).

After six months from purchase, the burden of proof shifts to you: you must show that the fault existed at the time of purchase. UK law does however give you up to six years (in England and Wales) or five years (in Scotland) from the date the problem arose to bring a claim, under the Limitation Act 1980 or the Prescription and Limitation (Scotland) Act.

Source: legislation.gov.uk — Consumer Rights Act 2015, sections 20–24.

Online purchases from the UK — 14-day cooling-off right

For online purchases from the UK you have an additional right — a 14-day right to cancel without giving any reason. This derives from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right applies regardless of whether the goods are faulty — you can return them simply because you have changed your mind.

This right applies to UK retailers selling online, regardless of whether you are a UK resident or live in another country. The 14-day period begins on the day the goods are delivered to you.

A practical challenge when buying from Poland: the cost and logistics of return shipping. The UK retailer has no obligation to cover return costs (unless its own terms say otherwise). Shipping from Poland to the UK can cost as much as the product itself. Always check the returns policy before buying — many UK retailers (e.g. ASOS, Next, M&S) do cover return costs from abroad, but this is not a general rule.

Source: legislation.gov.uk — Consumer Contracts Regulations 2013.

What Brexit changed for Polish consumers buying in the UK

Before Brexit, purchases from the UK were covered by EU consumer rules — you could use the European Commission's ODR (Online Dispute Resolution) platform, and the Polish consumer authority (UOKIK) had tools for cooperating with the UK authority (CMA). Since 2021, the UK does not participate in the EU ODR system and there is no binding cooperation agreement between UOKIK and the CMA on consumer matters.

The consequence: if a UK retailer ignores your complaint, your options are: (1) the Resolver platform (UK-based — resolver.co.uk); (2) Alternative Dispute Resolution (ADR) — if the retailer is a member of an approved ADR scheme; (3) chargeback through your card issuer; (4) PayPal Buyer Protection (if you paid via PayPal); (5) Small Claims Court UK — possible even from abroad, but practically difficult. The Polish Trade Inspection and UOKIK cannot help you in a dispute with a UK retailer.

How to complain to a UK retailer from Poland — step by step

Complaining to a UK retailer from Poland means using channels that exist within the UK — email, the retailer's complaints form on their website, or occasionally post. The sooner you act, the better: deadlines run from the date of purchase or delivery, not from the date you decide to take action. Below is the exact procedure and model phrases that will speed up a response from the retailer.

Step 1 — send your complaint by email or through the retailer's form

First, look for a contact form or the customer service email address (usually customer.service@, returns@, or complaints@). Most large UK retailers have a dedicated online complaints form.

In your complaint include: your order number, the date of purchase, a description of the fault or discrepancy with the description, your request (refund / repair / replacement), and a deadline by which you expect a response (the UK Code of Practice recommends a response within five working days). Attach photographs of the fault if the product is physically damaged.

Write in English — the UK retailer has no obligation to respond in Polish. Model opening sentence: "I am writing to report a fault with my order [order number], delivered on [date]. The item [product name] does not conform to the description / has the following defect: [description]. Under the Consumer Rights Act 2015, I request a full refund / repair / replacement."

Step 2 — no response: chargeback and PayPal Dispute

If the retailer has not responded within 14 days or has refused the complaint without justification, you have two quick options:

Chargeback (bank reversal): Contact your bank or card issuer (Visa/Mastercard) and report a disputed transaction. You typically have 120 days from the transaction date (or from the delivery date — check your bank's terms). Provide evidence: a screenshot of the order confirmation, your complaint correspondence and the refusal or lack of response. A chargeback does not require any action by the retailer — the bank retrieves the payment directly.

PayPal Buyer Protection: If you paid via PayPal, open a "Dispute" in the PayPal Resolution Centre. Deadline: 180 days from the transaction. PayPal pursues the funds on your behalf if the goods did not arrive or significantly differ from the description. Important: open a dispute before asking your bank for a chargeback — PayPal will close the case if it detects a parallel chargeback.

Step 3 — escalation: ADR and Small Claims Court UK

If chargeback and PayPal have failed or are not available, the next steps involve escalation within the UK system:

Alternative Dispute Resolution (ADR): Check whether the retailer is a member of an approved ADR scheme (The Retail Ombudsman, CTSI, etc.). A UK retailer covered by ADR is required to participate in mediation. A list of approved ADR schemes is available at: gov.uk/find-an-alternative-dispute-resolution-provider.

Resolver.co.uk: A free UK platform that formats and escalates consumer complaints to UK retailers, Citizens Advice and regulatory bodies. You can use it from Poland — just an email address and a description of the issue in English.

Small Claims Court (England & Wales — Money Claims Online): You can file a claim for up to £10,000 online at moneyclaims.service.gov.uk. The court fee is 5% of the claim value (minimum £35, maximum £455). The case is conducted by correspondence — you do not need to be physically present in the UK. However, enforcing a judgment against a UK retailer that refuses to pay requires additional steps, so this route is most practical for higher-value claims.

Shipping and customs when returning goods to the UK — what you need to know

Returning goods to a UK retailer from Poland is not just a shipping question — goods leaving the EU for the UK are subject to customs procedures. Incorrectly labelling the parcel can result in the UK side charging duty and the retailer refusing the package. Below are the specific rules for correctly describing a return shipment to avoid customs problems.

How to label a return parcel to the UK — customs declaration

Every parcel sent from Poland to the UK must have a completed customs declaration: CN22 or CN23 (for parcels above 2 kg or above 300 SDR in value). On the declaration write: "Returned goods — purchased in UK, returned to sender" and tick the category "returned goods". Enter the value of the original purchase invoice.

Important: use the phrase "returned goods" and attach a copy of the original invoice or order confirmation — a UK customs officer can use this information to release the parcel from re-importation duty under a returned goods relief procedure.

The UK retailer should provide you with an RMA number (Return Merchandise Authorisation) or return instructions — these usually indicate exactly how to label the parcel. If the retailer has not provided an RMA number, attach the email confirming acceptance of your complaint and approval of the return.

Return shipping costs and who bears them

A UK retailer is obliged to cover return costs only if the goods are faulty (Consumer Rights Act 2015, section 20). If you are exercising the 14-day right to cancel without giving a reason, return costs are normally borne by the buyer — unless the retailer's terms say otherwise.

Shipping costs from Poland to the UK vary significantly depending on weight, dimensions and courier. Courier companies offering PL–UK shipping with collection in Poland include DPD, DHL, GLS and Poczta Polska (Parcel Connect). Check current courier prices — we cannot quote specific amounts as they depend on many factors.

Tip: if the return value is low (e.g. £20–30) and shipping costs are comparable, consider whether a bank chargeback without physically returning the goods may be more cost-effective — banks may award funds without requiring physical return of low-value disputed items.

What the current rules say

When complaining about goods bought in the UK you have full rights under the Consumer Rights Act 2015 — 30 days for a full refund on faulty goods and 14 days to cancel an online purchase without giving a reason. Your complaint goes directly to the UK retailer — the Polish Trade Inspection has no jurisdiction here. If the retailer does not respond, use a chargeback through your bank (120 days from the transaction) or a PayPal Dispute (180 days) — these are the fastest and most effective tools available from Poland. Prices quoted are indicative ranges — exact quote after document review.

FAQ — frequently asked questions

As a Polish citizen, can I complain about goods bought from a UK retailer?

Yes — the Consumer Rights Act 2015 protects every buyer purchasing from a UK retailer, regardless of where you live. You have 30 days for a full refund on faulty goods and 14 days to cancel an online purchase without giving any reason. Your complaint goes directly to the UK retailer.

Can the Polish Trade Inspection help me with a complaint against a UK retailer?

No — the Polish Trade Inspection (Inspekcja Handlowa) and UOKIK have no jurisdiction over a UK retailer. After Brexit the UK does not participate in the EU ODR system. You must act directly through the retailer, through resolver.co.uk, through a UK ADR scheme, or via a bank chargeback.

What should I do if the UK retailer does not respond to my complaint?

If the retailer has gone silent for 14 days: (1) request a chargeback through your bank or card issuer — you typically have 120 days from the transaction; (2) open a PayPal Dispute (180 days from the transaction) if you paid via PayPal; (3) use resolver.co.uk or a UK ADR scheme. Small Claims Court is a last resort for higher-value amounts.

How long do I have to complain about a fault in goods bought in the UK?

Up to six years from when the problem arose (England and Wales) or five years (Scotland) to bring a claim. However: in the first 30 days you have the right to a full refund without discussion. From day 31 to six months the retailer may first attempt a repair or replacement. After six months you must show that the fault existed at the time of purchase.

Who pays for the return shipping to the UK retailer?

If the goods are faulty — the UK retailer is obliged to cover return costs (Consumer Rights Act 2015, s. 20). If you are exercising the 14-day cancellation right without giving a reason — you normally bear the costs, unless the retailer's policy says otherwise. Always check the returns policy before buying.

Official sources

• Consumer Rights Act 2015 — full text — legislation.gov.uk
• Consumer Contracts Regulations 2013 — right to cancel — legislation.gov.uk
• Your rights when shopping online — GOV.UK — GOV.UK
• Find an Alternative Dispute Resolution provider — GOV.UK