How to chase a refund: your rights, and what to say

A refund that was promised but hasn't arrived is usually stuck, not refused. Knowing the deadlines the law sets makes the chasing call short and firm. Here are the rules for the common cases, a script, and the next steps if it still doesn't come.

How long they have to pay you

  • Faulty goods, rejected within 30 days. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days, and once the trader agrees you're owed it, the refund must be paid within 14 days (legislation.gov.uk). After 30 days you're usually entitled to a repair or replacement first (Which?).
  • Changed your mind about something bought online or by phone. You normally have 14 days from delivery to cancel, and the refund is due within 14 days of the trader getting the goods back, or of you giving proof you've sent them (Citizens Advice).
  • It never arrived. The seller is responsible for goods until they're delivered to you, so a lost parcel is their problem to fix, not a courier dispute for you (Citizens Advice).

Before you call

  • Order number, date, amount, and how you paid.
  • What was agreed and when: the email or chat where they said they'd refund you.
  • The date you returned the item, and the tracking or proof of postage.
What to say
  1. I'm calling about a refund for order [number], for £[amount].
  2. It was agreed on [date], and I returned the item on [date].
  3. Has the refund been processed? On what date, and to which card or account?
  4. When should it reach me, and what's the refund reference?
  5. Could you email me confirmation, and can I take your name?

Keep it factual and polite, and write down the time of the call, the name of the person and exactly what they promised. That note is what makes the next step easy if the money still doesn't turn up.

If a call doesn't fix it: put it in writing

A written complaint gives you a dated record and a deadline. Citizens Advice has free template letters you can adapt; mention the dates and anything you were told on the phone. If the trader belongs to an alternative dispute resolution (ADR) scheme, you can ask for your case to go to it.

If they still won't pay: your card may help

  • Credit card, item over £100 and up to £30,000: under Section 75 of the Consumer Credit Act your card provider is jointly responsible with the seller, so you can claim from them instead (Citizens Advice).
  • Debit card, or credit card under £100: ask your bank for a chargeback. It isn't a legal right, and banks set time limits, so ask early (Citizens Advice).
  • Last resort: in England and Wales you can make a court claim for money online.

Where Ringdone fits

The chasing call is the bit people put off, because it usually starts with a long hold queue. Dito can make it for you: it waits a few minutes on hold (if the queue runs longer, it stops and tells you), asks the questions above, and sends you the answer with the time of the call and the name you were given. It won't accept a lower offer or share card details; decisions stay with you.

Questions

How long does a company have to give me a refund?
For faulty goods rejected within 30 days, 14 days from when they agree you're owed it. For online purchases you cancel within 14 days, 14 days from when they get the goods back or you show proof of return.
Is it better to call or write?
Call first for a quick status and a promise on record; write if it's still stuck. The notes from the call make the letter stronger.
What's the difference between Section 75 and chargeback?
Section 75 is a legal right for credit card purchases of an item over £100 and up to £30,000. Chargeback is a voluntary card-scheme process your bank can use for debit cards and smaller purchases.

Sources

Checked on the date above. Rules change: if something looks out of date, the source is the one to trust.

Calls Ringdone can make for this