Consumer Rights Act 2015: Do you need a receipt for a refund?

By Hazem ElsawyLast reviewed 3 min read
A shopper completing a purchase at a store counter with a payment card.

If an item you bought is faulty, broken, or not as described, a missing paper till receipt does not automatically end your rights in the UK.

Under the Consumer Rights Act 2015 (CRA 2015), your statutory rights are against the retailer. Keep enough evidence to show the retailer, purchase date, amount and item; the Act does not prescribe an original paper till receipt as the only acceptable record.

What counts as proof of purchase without a till receipt?

Retail store clerks are often trained to ask for the till receipt automatically. If you do not have it, gather records that help show the purchase:

  1. A bank or credit card statement: Showing the retailer's name, the date, and the amount paid.
  2. A smartphone photo or digital scan: A clear photo of the original till receipt.
  3. An order confirmation email or digital receipt: For online orders or e-receipts sent at the till.
  4. A dispatch note or packing slip: Carrying the retailer's order or invoice reference.
  5. Loyalty card transaction history: If the purchase was scanned to a store app or card.

A bank statement can help establish the date, retailer and amount, but it may not identify the item. Pair it with an order confirmation, dispatch note, warranty registration, product serial number or other evidence where possible.

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.
  • Keep your order confirmation, payment record and return correspondence so the seller can identify the order and process the return.

Sources

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 unfair commercial practices rules in Part 4 Chapter 1 of the Digital Markets, Competition and Consumers Act 2024 — which replaced the Consumer Protection from Unfair Trading Regulations 2008 on 6 April 2025 — because they misrepresent away 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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