Refund Method after 30 days for Faulty Item

r4chyr001577

Hi All, 

This is my first post so thank you for reading.  

I bought an item on 11 Sept 2025 for my husband's anniversary gift.  It was a cashmere hoodie that has now developed a huge hole along one of the seams.  I have contacted the retailer and sent a photo and they have agreed the item is faulty/sub standard.  They won't repair it and they don't have any more in stock.  They have said I can chose a replacement similar to the item and at a similar price but they don't have any other cashmere hoodies on the webpage that are around the same price.  The ones they do have are much more expensive.  

I have declined the replacement and they have offered a full refund but only to a gift card.  I would prefer them to just refund me to the card I bought it from.  This will allow me to buy another hoodie from a different retailer.  My question is, am i obliged to accept the refund on a gift card or can I push for the money back to me on my credit card?  

I have tried to look up the information in various places - Gov website, AI, Which - but most of the answers refer to refunds within 30 days, and I am outside this timeframe.  I can see that a full refund is due under the Consumer Rights Act and the retailer has done all the right things so far, its just I cant see if the Act says how the refund should be given.    

Can any of you help me please?  

Many thanks 

MyRealNameToo

r4chyr001577 said:

This is my first post so thank you for reading.  

I bought an item on 11 Sept 2025 for my husband's anniversary gift.  It was a cashmere hoodie that has now developed a huge hole along one of the seams.  I have contacted the retailer and sent a photo and they have agreed the item is faulty/sub standard.  They won't repair it and they don't have any more in stock.  They have said I can chose a replacement similar to the item and at a similar price but they don't have any other cashmere hoodies on the webpage that are around the same price.  The ones they do have are much more expensive.  

I have declined the replacement and they have offered a full refund but only to a gift card.  I would prefer them to just refund me to the card I bought it from.  This will allow me to buy another hoodie from a different retailer.  My question is, am i obliged to accept the refund on a gift card or can I push for the money back to me on my credit card?  

I have tried to look up the information in various places - Gov website, AI, Which - but most of the answers refer to refunds within 30 days, and I am outside this timeframe.  I can see that a full refund is due under the Consumer Rights Act and the retailer has done all the right things so far, its just I cant see if the Act says how the refund should be given.    

Can any of you help me please?  

You are free to accept a gift card if you want to but arent obliged to. If they cannot repair or replace the item then a full refund should be given as under 6 months of use. Anti-money laundering recommends it should be back to the same payment method but thats a separate matter. 

r4chyr001577

Thanks for your reply.  When I asked for a refund to my card i was told that their returns policy only allows refund to a gift card.  I think this is a fob off as there is nothing in their published returns policy that says this.    The AML reference, is that a firm rule or just guidance, do you know?  I am hoping for some reference in some legislation somewhere that I can quote to make them give me the money back.  Thanks 

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/ukpga/2015/15/section/20

(16)If the consumer paid money under the contract, the trader must give the refund using the same means of payment as the consumer used, unless the consumer expressly agrees otherwise.

If they are a UK company their policy doesn't override the above. Timeframe is irrevelavent  

MyRealNameToo

r4chyr001577 said:

Thanks for your reply.  When I asked for a refund to my card i was told that their returns policy only allows refund to a gift card.  I think this is a fob off as there is nothing in their published returns policy that says this.    The AML reference, is that a firm rule or just guidance, do you know?  I am hoping for some reference in some legislation somewhere that I can quote to make them give me the money back.  Thanks 

AML legislation isnt as prescriptive as saying refund must be to source, it has the advantage that the legislation doesnt need to be changed when people come up with better ways of doing stuff but makes compliance much more subjective. Typically it has wording like "Establish and maintain policies, controls and procedures to mitigate and manage effectively the risks of money laundering and terrorist financing"

Doesnt say what the controls and procedures should be so no matter what you do you could be gone after if they feel you have failed to meet the obligation to mitigate the risks of money laundering. Returning funds to source is an exceptionally common method but not prescribed in law. 

The key is that you are returning the items under your statutory rights in the CRA not under their returns policy. 

r4chyr001577

This is perfect!  Thank you, exactly what I was after.  

born_again

Who is the retailer?
Are they a UK co?