How long do I have to return a faulty product?

You have 30 days for a full refund on faulty goods. After 30 days but within 6 months, the retailer must attempt a repair or replacement first.

Can the retailer refuse my refund?

Not if the item is faulty, not as described, or unfit for purpose: these are your statutory rights under the Consumer Rights Act 2015 and can't be overridden by store policy.

What is Section 75 protection?

If you paid £100–£30,000 by credit card, your card provider is jointly liable with the retailer. You can claim from either party.

Complain to The Works

UK discount books, stationery, and toys retailer

Retail

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Common The Works Complaints

Faulty or Defective Product

Full refund within 30 days, repair/replace after

Item Not as Described

Full refund or replacement

Item Never Arrived

Full refund if not delivered

Return Refused

Challenge unfair return policies

Laws That Protect You

Consumer Rights Act 2015

Products must be of satisfactory quality, fit for purpose, and as described.

Section 9Section 10Section 11

Consumer Contracts Regulations 2013

14-day cooling-off period for online and distance purchases.

Regulation 29Regulation 30

Section 75 Protection

Credit card purchases between £100-£30,000 have joint liability protection.

Tips for The Works Complaints

Keep all receipts and order confirmations
Take photos of any defects or damage
You have 30 days for a full refund on faulty goods
The retailer is responsible, not the manufacturer
Online purchases have a 14-day cooling-off period

If The Works Doesn't Respond

1
Customer Service
Allow 14 days
Contact the retailer's customer service team directly
2
Formal Written Complaint
Send a formal complaint letter citing the Consumer Rights Act 2015
3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
4
Small Claims Court
File a claim for up to £10,000 via Money Claims Online
Visit website

Contact Emails

customerservices@theworks.co.uk

Customer Service

Expected Response Time

14 days

Retailers should acknowledge complaints within 14 days. No statutory deadline, but unreasonable delays strengthen your case.

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Frequently Asked Questions

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to The Works or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.