Consumer Rights Act 2015: Do you need a receipt for a refund?
If an item you bought is faulty, broken, or not as described, you do not legally need a paper till receipt to get a full refund in the UK.
Under the Consumer Rights Act 2015 (CRA 2015), your statutory rights are between you and the retailer who sold the goods. The law requires you to show proof of purchase, but nowhere does it state that proof must be an original paper till receipt.
What counts as proof of purchase without a till receipt?
Retail store clerks are often trained to ask for the till receipt automatically. However, if you don't have it, any of the following documents are legally sufficient proof:
- A bank or credit card statement: Showing the retailer's name, the date, and the amount paid.
- A smartphone photo or digital scan: A clear photo of the original till receipt.
- An order confirmation email or digital receipt: For online orders or e-receipts sent at the till.
- A dispatch note or packing slip: Carrying the retailer's order or invoice reference.
- Loyalty card transaction history: If the purchase was scanned to a store app or card.
If you present a bank statement showing a £149.99 charge at Curry's on 12 August, and you bring back the faulty microwave on 20 August, the retailer has sufficient proof of purchase and cannot legally refuse your statutory claim.
The difference: faulty goods vs. change of mind
It is essential to distinguish between faulty goods and change of mind:
1. The item is faulty, damaged, or misdescribed
Your rights are protected by statute under the Consumer Rights Act. Store policies cannot override the law. A sign saying "No refunds without original receipt" has no legal standing against a faulty item.
2. You changed your mind (wrong color, wrong size, unwanted gift)
There is no automatic legal right to a refund for store purchases if there is nothing wrong with the item.
Any return policy for change of mind is purely voluntary. If a store chooses to offer a 28-day return policy on unworn clothes, they are legally entitled to set their own conditions — including demanding the original paper till receipt and tags.
The online exception: Consumer Contracts Regulations
For purchases made online, over the phone, or via mail order, you have additional protection under the Consumer Contracts Regulations 2013:
- You have a statutory cooling-off period of 14 days from delivery to cancel your order for any reason (even change of mind).
- You then have another 14 days to return the goods to the seller.
- An email order confirmation or invoice is all the proof required.
Digitizing receipts with Bilbx ensures you always have immediate proof of purchase and warranty documentation ready on your phone, making returns seamless at any customer service desk.
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Common questions
Do I legally need a receipt to return faulty goods in the UK?
No. Under the Consumer Rights Act 2015, you only need to show proof of purchase. A till receipt is the easiest proof, but a bank statement, credit card slip, order confirmation, or digital photo is legally valid.
What are my statutory rights if an item is faulty?
Under Section 22 of the Consumer Rights Act 2015, you have an early right to reject faulty goods within 30 days of purchase for a 100% full refund. After 30 days, the retailer has one opportunity to repair or replace the item.
Are 'no refunds without a receipt' signs legal in the UK?
For faulty goods, no. Signs stating 'No refunds without receipt' or 'Sold as seen' are misleading under the Consumer Protection from Unfair Trading Regulations 2008 because they unlawfully restrict your statutory rights.
Can I return an item without a receipt if I just changed my mind?
In a physical shop, no legal right to return goods for change of mind exists unless the retailer's voluntary return policy permits it. For online purchases, the Consumer Contracts Regulations give you 14 days to cancel and return.
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