High Street Retail
Faulty goods — refund refused within 30 days; Store policy wrongly refusing refund (no statutory right to change mind in-store); Misleading sale pricing ('was/now' claims)
Max award: £25000 (Retail ADR if member)
4-8
Uphold rate: Not published%
Key Legislation
Consumer Rights Act 2015 ss.9-24 (goods — same as online); Consumer Protection from Unfair Trading Regulations 2008 (misleading was/now pricing); Prices Act 1974 (price display)
Companies in This Sector
PrimarkNextH&M UKZaraTK MaxxM&SRiver IslandNew LookSports DirectJD Sports
Annual complaint volume: Billions of transactions; no central data
Note: No statutory cooling-off right for in-store purchases (unlike online). Consumer must prove goods faulty for refund. Store goodwill returns policies do not override statutory rights. Trading Standards handles misleading pricing