Get a refund if a seller misled you into buying

The short version

• If a seller misled you or used aggressive tactics, and that was a big reason you bought, you have the right to cancel and get your money back.
• You have 90 days to cancel, as long as you haven't used up what you bought.
• If it's too late to cancel, or you'd rather keep it, you have the right to a discount.
• Start by writing to the seller to say what it did and what you want.

What the law says

The law bans sellers from misleading you or using aggressive tactics to get you to buy.

This includes giving false information about a product, or presenting it in a misleading way. A fake countdown or a false 'only 2 left' message can count, if it was likely to affect your decision.

Aggressive tactics include harassment, threats or force, or using a position of power to pressure you.

You have a right to get your money back if:

• you bought from the seller or paid them
• the seller misled you or used aggressive tactics, or the maker of goods or a download did and the seller knew or should have known
• it was a big reason you decided to buy

Other illegal practices don't give you this right on their own, but you can still report them.

This applies anywhere in the UK if you bought mainly for your own use, not for a business. It doesn't cover most financial services, or buying or renting property, apart from some tenancies and holiday lets.

If it's been less than 90 days

You can cancel and get your money back.

The 90 days start from whichever is later: the day you agreed to buy, or the day the goods arrived, the service started or you got the download.

You can cancel as long as you haven't completely used up what you bought. You need to let the seller collect any goods. If you've been getting something for more than a month, like a subscription, the seller might be able to take off the value of what you've had.

If you're still within 14 days of most online orders arriving, you can also cancel for any reason. That's simpler, because you don't have to show the seller did anything wrong.

If it's too late to cancel, or you want to keep it

You have the right to a discount. It's 25%, 50%, 75% or 100%, depending on how serious the seller's behaviour was and how much it affected you. If you've already paid, the seller has to give you that share back.

You can't cancel and get a discount for the same thing.

If you lost money or suffered distress

You can also claim compensation if what the seller did cost you money or caused you distress, alarm or inconvenience. It only covers harm the seller could have expected.

The seller won't have to pay if it can prove something outside its control caused the problem, like a mistake or an accident, and that it took all reasonable care.

What you can do

1. Take screenshots of what the seller showed you while it's still online, and note down anything it said. Keep your emails and receipts.
2. Write to the seller saying what it did, whether you want to cancel or get a discount, and any compensation you're claiming. Give the seller 14 days to reply.

If the seller refuses:

• If you paid by credit card and a single item cost over £100 and up to £30,000, you can claim from your card provider. This is a 'section 75' claim.
• If you paid by debit, charge or credit card, you can ask your card provider to reverse the payment, known as a 'chargeback'. Your card provider doesn't have to agree.
• In England and Wales, you can make a court claim for money online.

You can also report the seller to the Competition and Markets Authority (CMA). In England and Wales, report it to Trading Standards through the Citizens Advice consumer service.

Contact the Citizens Advice consumer service if you're not sure what to do next. In Scotland, get consumer help from Advice Direct Scotland. In Northern Ireland, contact Consumerline.