CLAIM ON RETURN ISSUES

Return Issue Claims

Struggling to return a product or get a refund? Quaerens is here to help you claim what's yours – legally and effectively.

Have you bought something online or in-store and the seller refused to accept your return, ignored your refund request, or made the return process impossible? If so, you're not alone — and under consumer law, you have rights.

At Quaerens, we help you enforce those rights. We specialise in holding companies accountable when they breach return policies or ignore consumer protections.

What Are Return Issue Claims?

Return issue claims arise when a seller or retailer refuses to accept a valid return, delays or denies a refund, or makes it excessively difficult for you to get your money back.

• Seller ignoring a valid cancellation request
• Return refused because item was "used" — even though inspection was allowed
• No clear return policy or contradictory terms
• Charging unfair restocking fees
• Forcing you to pay excessive return shipping
• Refund never processed, despite sending the item back
• Customer service refuses to respond

Your Rights Under the Law

Under UK and EU consumer law (such as the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015), you’re entitled to:

• 14-day "cooling off" period for most online purchases – You have the right to cancel and return goods within 14 days for a full refund, no explanation needed.
• The right to inspect goods before committing – You can examine the product to assess quality or suitability without losing your right to return it.
• A full refund for faulty or misrepresented items – If the product is defective or not as described, you are legally entitled to a full refund or replacement.
• Transparent and fair return terms – Sellers must clearly state return policies and cannot impose unreasonable or hidden conditions.
• Reasonable timeframes for returns and refunds – Refunds must be issued promptly, usually within 14 days of the return being received.
• No deductions or fees for standard inspections – You can open or handle the item to check it without being penalised, as long as it’s not damaged through misuse.

Sellers who fail to comply with these laws can be held liable — and you may be entitled to a full refund or compensation for inconvenience and related costs.

Who Can Make a Return Issue Claim?

• You returned something and never received your refund – If you sent the item back but the seller failed to issue a refund, you're likely entitled to claim.
• The seller refused the return with no legal justification – Sellers must have a valid legal reason to refuse returns; otherwise, you may be owed compensation.
• You were charged an excessive return fee or restocking fee – Fees must be reasonable and clearly disclosed in advance. If not, they may be unlawful.
• You were told the item was “non-refundable”, despite no fault of your own – Unless goods are customised or perishable, most items can legally be returned.
• Your item was delayed or faulty, and the seller still refused a return – Products that arrive damaged, defective, or late are usually returnable by law.
• You were pressured or misled to waive your right to return – Any attempt to trick or pressure you into giving up your legal rights may make the contract unenforceable.

Even if you've already returned the item or accepted a partial refund, we may still be able to recover the rest for you.

Why Choose Quaerens?

Act Now – Don’t Let Them Get Away With It

If a seller broke the rules, you don’t have to accept it. Start your claim with Quaerens today and let us take the pressure off you.