Complain to Morrisons 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.
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
| Situation | Remedy |
|---|---|
| Refund (within 30 days) | Full refund, original payment method |
| Cost of returning faulty goods | Borne by the retailer (s.20(8)) |
| Time limit to reject | 30 days from delivery (s.22) |
Source: Consumer Rights Act 2015, sections 9-11 & 20-22.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Morrisons Customer Service, I am writing about [PRODUCT] purchased from Morrisons 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]
If they ignore the first letter
- 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
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
Trading Standards via Citizens Advice
Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.
- 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.
How do I complain to Morrisons?
Call customer services on 0345 611 6111, open 8am to 10pm every day, or use one of the contact forms on the help hub at morrisons.com/help. To put it in writing, the address is Customer Service Department, Wm Morrison Supermarkets Limited, Hilmore House, Gain Lane, Bradford, BD3 7DL. Quote the order number or the receipt, say what went wrong, and say what you want back.
What is the Morrisons customer service number?
0345 611 6111, open 8am to 10pm every day of the week. It is the number Morrisons prints in its own terms of sale and on its help hub, and it covers online orders, More Card queries and in-store problems alike. The 0345 611 5000 line you may also find is general and corporate enquiries, which is not the one you want for a shopping complaint.
Is there an ombudsman for Morrisons?
No. Goods retailers are in no ombudsman scheme and Morrisons names none in its terms of sale. If Morrisons will not put it right, the routes left are a chargeback through your bank, reporting it to Trading Standards through Citizens Advice, and a county court money claim. Section 75 is the other card route, but it only covers a single item costing more than £100, which a grocery shop rarely reaches.
How do I get a refund for a missing or substituted item in a Morrisons delivery?
Reject it at the door if you can: Morrisons’ terms say every substitute is identified on delivery, and anything you reject is not charged and goes back at their cost. If you only spot it afterwards, request the refund through the Morrisons website within 48 hours of delivery. Past 48 hours it is customer services on 0345 611 6111, and they can ask for reasonable evidence, so keep the item and the receipt.
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Build my Morrisons complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Morrisons. 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.