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Consumer Rights Act 2015, short-term right to reject

Complain to Missguided about faulty goods within the first 30 days

Within 30 days, a faulty product is a no-questions full refund - not a repair, not a credit note, not a store policy override. Here is the section that says so.

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The law on your side

Consumer Rights Act 2015, short-term right to reject

Consumer Rights Act 2015, sections 9-11 & 20-22

  • The 30-day period starts at delivery, not at purchase.
  • Goods must be of satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11).
  • The retailer cannot demand the original packaging - only a reasonable means to identify and return the product.
  • The retailer is liable, not the manufacturer. Don't let them deflect.

What you are owed

SituationRemedy
Refund (within 30 days)Full refund, original payment method
Cost of returning faulty goodsBorne by the retailer (s.20(8))
Time limit to reject30 days from delivery (s.22)

Source: Consumer Rights Act 2015, sections 9-11 & 20-22. Figures are the published statutory amounts at the time of writing.

Copy-paste letter template

Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.

Dear Missguided Customer Service,

I am writing about [PRODUCT] purchased from Missguided on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods are faulty: [DESCRIBE_FAULT].

Under section 20 of the Consumer Rights Act 2015, I have the short-term right to reject goods that do not conform to contract within 30 days of delivery and to receive a full refund. The 30-day period has not yet expired.

I require a full refund of £[PRICE] within 14 days, paid to the original payment method. I am happy to return the item; please confirm whether you will arrange a free collection or provide a pre-paid returns label, as the cost of returning faulty goods falls on the retailer.

If this is not resolved, I will pursue the matter through [ADR_SCHEME / Section 75 of the Consumer Credit Act 1974 / Money Claim Online].

Yours faithfully,
[FULL_NAME]
[ADDRESS]
[EMAIL]
Personalise this letter with AISee all Missguided contact routes

If they ignore the first letter

  1. 1

    Write to the retailer

    Cite section 20 of the Consumer Rights Act 2015 and request a full refund. Make clear you are exercising the short-term right to reject.

    Allow 14 days for a response

  2. 2

    Section 75 or chargeback

    If you paid £100-£30,000 by credit card, your card provider is jointly liable under Section 75 of the Consumer Credit Act 1974. If you paid by debit card, ask your bank for a chargeback.

  3. 3

    Trading Standards via Citizens Advice

    Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.

  4. 4

    Money Claim Online

    Issue a small claim for up to £10,000.

Final stop: Trading Standards (via Citizens Advice consumer service) or the retailer's ADR scheme if signed up.

Quick answers

Can the retailer insist on a repair instead of a refund?

Not within the first 30 days. Section 20 gives you the unconditional short-term right to reject and demand a refund. After 30 days the retailer can offer a repair or replacement first.

What if I bought it on sale or in clearance?

The same statutory rights apply. The only thing that changes is what counts as satisfactory quality - the retailer can argue a known cosmetic flaw flagged at sale isn't a defect, but the duty of fitness for purpose still applies.

Who pays for return postage?

The retailer. Section 20(8) of the Consumer Rights Act 2015 makes the cost of returning faulty goods the trader's responsibility.

What if the retailer says my warranty has expired?

Statutory rights and warranties are separate. A 12-month warranty does not override your six-year statutory limitation period. Cite the Consumer Rights Act 2015, not their warranty.

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Missguided. This page summarises Consumer Rights Act 2015, short-term right to reject (Consumer Rights Act 2015, sections 9-11 & 20-22) for general guidance and is not legal advice. Always check the current statutory text before acting.