It’s best to contact the online seller first. You may be entitled to a refund, repair or replacement if your item is:
- broken or damaged
- can't be used
- wasn't what was advertised.
Citizens Advice has information on what you’re entitled to and what to say.
If the seller is based in the UK, you’ll usually have a 14-day ‘cooling-off period’, depending on what you buy. This means you’ll have 14 days after you’ve received your order to change your mind about it. You don’t need to give a reason and nothing needs to be wrong with the item to get a refund. Find out more on Citizens Advice.
Contact your card provider or e-payment service
If the seller can’t or won’t help, you can ask your card provider to help. If you used an e-payment service like PayPal, check their website for information on how you can claim your money back. Find out more on Citizens Advice.
If you think you’ve been scammed
If you think your card details have been stolen, contact your bank so they can stop the card. If you use online or mobile banking, you may be able to pause or stop your card in your online account too.
If you think you’ve been scammed, you can report it to Action Fraud or in some cases to Trading Standards.
Find out more on What to do if you’ve been scammed.