OddsFrontUK mystery-shopping investigation finds widespread failures to refund online returns
Tests at 17 major retailers found missing product and delivery reimbursements despite statutory protections for distance-shopping customers.
Returns tested across major retailers
A mystery-shopping investigation has found repeated failures by large British online retailers to reimburse customers correctly after returned purchases. The consumer organisation Which? sent 12 shoppers to buy more than 200 products from 17 retailers during June and July, then tracked postal returns and payments. The Guardian published the results on September 15, reporting missing refunds for both merchandise and the standard delivery charge.
Performance varied sharply
John Lewis performed best and became the first retailer to receive Which?'s recommended status for returns. Matalan refunded the price of the returned product in only seven of 12 tested cases and did not repay the original delivery charge in any of them. Pets at Home reimbursed the merchandise in six of 12 cases, while River Island and Sports Direct failed to return the original delivery fee in all tested transactions.
What the law requires
UK rules generally allow a customer who buys online, by mail or by telephone to cancel within 14 days of receiving an order, followed by another 14 days to send it back. The retailer normally has 14 days after receiving the return to issue repayment. It may charge the customer for return postage under its terms, but must reimburse the original standard delivery cost. Premium-delivery surcharges need not be refunded.
Retailers respond to the findings
Sports Direct said it could not meaningfully assess the claims without the underlying order details and maintained that it seeks to address genuine complaints. Pets at Home said it reviews its policies and guidance and invites customers to raise concerns directly. The Guardian reported that Matalan and River Island had been approached for comment. The tests do not establish an enforcement ruling against every company, but they identify transactions that appear inconsistent with statutory obligations.
The wider compliance question
The results matter because a complicated returns process can shift small losses onto large numbers of customers, particularly as online shopping expands. The next question is whether retailers correct the tested failures voluntarily or attract scrutiny from consumer-protection authorities. Businesses also face a practical test: ensuring that merchandise refunds, delivery reimbursements and customer notifications are linked so that completing one part of a return does not leave another payment unresolved.