Clothes and shoes
Not happy with your purchase? Find out if you are entitled to a refund or replacement, and what you need to do next.
If you have bought an item of clothing or footwear, it must be of satisfactory quality, fit for its purpose and as described.
This means it must be:
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Fit to be worn - the seams should not be coming apart or the material flawed.
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What you asked for - for example, waterproof.
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The same size as stated on the label although please bear in mind that there are no official size guidelines that clothes are manufactured to.
If an item of clothing that you have bought doesn't meet the requirements listed above:
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If you have only worn it a few times or haven’t had a reasonable opportunity to check it, you could be entitled to a refund for a fault or a poor description, or alternatively you may request a replacement.
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If the fault is only minor and can easily be put right, it is reasonable to accept a repair. This won’t stop you claiming a replacement or refund if the repair turns out to be unsatisfactory.
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If you have worn it more than a few times or have had a reasonable opportunity to check it, you are probably still entitled to a repair or replacement. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore it to a satisfactory condition. If this does not happen, you are entitled to a replacement or compensation. This could be a sum of money or the cost of repairing the item.
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If the item of clothing cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the clothing.
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If anything else has been damaged, for example if the colour ran due to a fault and discoloured other clothes, or you are out of pocket in any other way, you may be entitled to compensation over and above the price of the original item.
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Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer.
Important points to bear in mind:
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You have no rights if the item simply doesn’t fit.
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You have no rights if you simply change your mind.
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You have no rights if you have selected the wrong clothes for a particular use.
However, you have seven working days to cancel a contract for goods ordered by telephone, mail order, internet, email or fax, except for those goods which are made to order. See Returning or cancelling orders for more information.
Remember that clothes and footwear need to be looked after and no items last forever.
As soon as you have determined that there is a problem with an item of clothing that you have purchased:
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Stop wearing the item of clothing.
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Make certain that the fault was not caused by misuse, an accident, normal wear and tear or by not following the care label.
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Locate your proof of purchase. If you haven’t got a receipt, you can use a credit or debit card statement or cheque stub. Own-brand goods, something exclusive to one shop (such as a customised carrier bag) or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember - it is up to you to show where and when you bought the clothes.
Contact the trader straight away and report the problem. If you bought the items locally, visit the trader. Take the item, the packaging (if possible) and any proof of purchase with you. If you cannot take the clothes back to the shop, either phone or write to the trader.
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For more information on complaining by phone or in writing, see Making a complaint
