Leading UK retailers ‘breaking law’ by not refunding customers for returned goods, Which? finds

Matalan refunded the cost of the returned product to just seven of Which?’s 12 mystery shoppers. None received a refund for their original delivery fee. Photograph: John Keeble/Getty Images

Leading retailers are breaking the law by failing to properly refund customers for returned goods, a Which? investigation has found.

Some of the UK’s biggest online shops routinely failed to reimburse delivery costs when customers returned unwanted purchases, while others failed to refund the cost of the goods themselves.