What are your rights if your Christmas gifts are faulty?

Gift-giving at Christmas can be a minefield, but at the very least, you expect the presents you buy to arrive in one piece.  

Unfortunately, Christmas isn't immune to faulty deliveries. Let's talk about your rights and how you can protect yourself and your loved ones if something goes wrong with a gift. 

You have a right to a refund if presents arrive faulty 

Thanks to the Consumer Rights Act, retailers must provide products that are of satisfactory quality, fit for purpose, and as described.

If you’ve bought a gift that doesn’t meet these criteria, you have the right to a refund, repair or replacement. It’s best to act quickly, before your window of opportunity expires: 

• 30-day window: You have 30 days to reject a faulty item and ask for your money back. 
• Six-month period: After the first 30 days, you lose your legal right to a refund, but you can request a free repair or replacement. If a repair or replacement fails, then you are allowed to reject the item and get your money back. 
• After six months: You will need to prove that the item was already broken when you bought it.  

Your right to make a complaint about a faulty product lasts for 6 years from the date of purchase – whether or not you have a warranty or guarantee. 

What if I didn’t buy the item myself? 

If you receive a faulty gift and you don't have a gift receipt, getting a refund, repair, or replacement can be tricky. But it's still worth visiting the store to see what they can do.

Many retailers have a 'goodwill' policy around Christmas, which might help you sort out the faulty item without involving the person who gave it to you. 

Section 75 offers protection on goods and services over £100 

Under Section 75, all credit card purchases over £100 and up to £30,000 are covered. This means if an item you’ve bought is faulty, not as advertised, or never turns up, you can claim the money back through your credit card provider.  

Because of the added level of legal protection offered on credit card purchases, doing your more expensive Christmas shopping on your credit card can offer that additional peace of mind.  

Just make sure that you can afford to pay at least the minimum monthly repayment, to avoid being out of pocket. If you can pay off the full balance straight away then you won’t be charged any interest, and you’ll still benefit from Section 75 protection.   

Returns on non-faulty items aren’t guaranteed 

If you’ve bought a gift and changed your mind, or you’ve received a gift that you don’t like but there’s nothing wrong with it, then you can only return it if the store has a returns policy.  

Unfortunately, retailers aren’t legally required to have a returns policy for unwanted goods. But, if they do have one, they must stick to it.   

Most retailers have a time limit for returning non-faulty goods, so be sure to check this. Many shops extend their policies around Christmas, so it's worth trying even if you're past the usual window.  

A few things to keep in mind 

When returning an item that isn't faulty, remember these tips: 

1. Take the receipt: Having the receipt makes the process much easier. Without it, stores are more likely to refuse to do anything with your unwanted gift. Some retailers might offer a gift card or an exchange instead of a refund. 
2. Some items can't be returned: This includes DVDs, music, and computer software (if the seal is broken), perishable goods (like groceries and flowers), and personalised or made-to-order items. 
3. Keep the original packaging: Bringing the original packaging can be crucial when seeking a refund. 

Unsure what you can do if something you’ve ordered online hasn’t arrived as expected? We’ve got you covered.