Credit card refund

What happens if you need a credit card payment refund?

Buying things on a credit card can be a sensible decision, because they give you more protection than debit cards if things go wrong, like your item doesn’t show up or is faulty.

In this guide we’ll explain when you are entitled to a refund on a credit card purchase, and how to go about the process of claiming it.

What are my general rights to a refund?

Regardless of how you pay for it, you are entitled to a full refund on faulty goods within 30 days. After 30 days, you are entitled to a repair or replacement for up to 6 months.

If you have just changed your mind, you don’t have a right to a refund under the Consumer Rights Act, although many retailers offer refund or exchange within a certain time limit as part of their returns policy.

Why are credit card refunds different?

One of the main advantages of buying things on a credit card rather than a debit card is that if you need a refund because something is not as described or faulty, or the retailer goes bust, the credit card provider, not just the retailer, is responsible for making sure you are not out of pocket.

This is because of something called “Section 75 of the Consumer Credit Act, 1974”, which states that on purchases of single items worth between £100 and £30,000, the provider is jointly liable with the retailer if you don’t get what you paid for.

The purpose of this legislation is to protect people from going into debt for things they didn’t receive, or were not as described.

When might I need to use Section 75?

  • If the retailer has gone bust, leaving you without goods already paid for.
  • If you receive an item that is not as described and the retailer rejects your refund request.
  • If you receive an item that is faulty or not fit for purpose and the retailer rejects your refund request.

How do I get a credit card refund?

The best course of action for your transaction dispute process will depend on whether or not the merchant is still trading.

If the retailer is no longer trading:

  • Go straight to the credit card provider – either call them and say you would like to make a claim under Section 75 (they will usually send you a form to fill in) or log in to your internet banking locate the transaction in your account history and look for an option to “query this transaction” or similar.
  • If the retailer has entered administration after you have paid for goods but before their arrival, you can still make a claim, based on an anticipated failure of the company to deliver.
  • If you are making a claim because of a fault, the credit card company might ask you to arrange an independent report to verify the fault. If the fault is confirmed, it should refund you the cost of this as well.

If the retailer is still trading:

  • You don’t need to go to the card provider straight away if the retailer is still trading – first, request a refund from the retailer in the usual way but stating that you are making a claim “under Section 75 of the Consumer Credit Act”.
  • It’s only if this is declined or the retailer doesn’t respond that you should contact the credit card provider.
  • If you have no luck going directly to the retailer, write to the credit card provider giving as many details as possible about the purchase: what you bought, when you bought it, from which retailer. Give receipts if possible and details of what went wrong, such as your goods didn’t arrive or were not as described. Also state that you have contacted the retailer and give details of its reply.
  • If this refund claim is rejected by the credit card provider and you think the decision is unfair, you could make a claim with the Financial Ombudsman Service.

It’s important to note that time restrictions can apply to certain types of claim – in other words you may have a limited window in which it is possible to initiate the refund process (often 120 days). Although your card issuer may not be legally obliged to offer a refund after this point, depending on its policies, it may still consider your claim.

What is (and isn’t) covered by Section 75

Covered:

  • Items priced at more than £100, even if you paid for only some of it on credit card. So if you paid £30 on credit card but the item was for sale at £150, you are entitled to a refund of the full amount.
  • Purchases in the last six years.
  • Purchases made abroad or goods from abroad.

Not covered:

  • Debit cards, charge cards, company credit cards and store cards.
  • Items priced at less than £100 or more than £30,000.
  • Purchases made via a third party, such as Groupon, PayPal or Amazon. The relationship has to be direct between the card holder and the retailer.
  • Multiple items. The purchase has to be of a single item. So if you buy five festival tickets in one go and the event is cancelled because the organiser goes bust, you may only be entitled to a refund for one.
  • If the purchase was made by an additional cardholder (such as your husband or wife) on your card, but was for someone else’s benefit, ie. a gift for a friend.

Credit card refund case studies

You bought flight tickets and the airline goes bust. You should be entitled to a refund from the credit card provider for the flights.

You buy a car for £8,000 and put the £350 deposit on your credit card. You are covered for the whole amount.

You buy a kitchen on credit but the doors are wobbly. You make a claim to the retailer but it refuses your request, saying the wobbly doors have been caused by your misuse. You make a claim to the credit card provider, which asks you to arrange an independent report. The report states that the wobbly doors are a manufacturers fault and the credit card provider agrees to issue you a refund.

FAQs

Compare credit cards

Comparison ordered by representative APR with affiliated products shown first.
Updated January 24th, 2019
Name Product Balance transfers Balance transfer fee Purchases Rep. APR Loyalty note Representative example
0% for 27 months reverting to 19.9%
2.7% for transfers in first 60 days
0% for 27 months reverting to 19.9%
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 29 months reverting to 19.9%
2.5% for transfers in first 60 days
0% for 6 months reverting to 19.9%
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 27 months reverting to 19.9%
1.5% for transfers in first 60 days
0% for 6 months reverting to 19.9%
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 12 months reverting to 19.9%
3% (min. £3)
19.9%
19.9%
Earn Asda vouchers every time you shop - 1% cashback on all Asda spend, 0.2% on all other transactions and 10% on selected insurance products. Once £2.5 is earnt a voucher can be downloaded to spend in Asda stores.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 20 months reverting to 19.9%
2.9% (min. £5)
0% for 20 months reverting to 19.9%
19.9%
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point or every £5 spent elsewhere. 100 points = £1 reward voucher. Points will be converted into reward vouchers 4 times a year.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 28 months reverting to 19.9%
0.99% (min. £5) for 3 months reverting to 2.9% (min. £5)
0% for 6 months reverting to 19.9%
19.9%
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point or every £5 spent elsewhere. 100 points = £1 reward voucher. Points will be converted into reward vouchers 4 times a year.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 20 months reverting to 19.9%
0% for transfers in first 60 days
0% for 6 months reverting to 19.9%
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 15 months reverting to 19.9%
3% (min. £3)
19.9%
26.2%
Earn Asda vouchers every time you shop - 2% cashback on all Asda spend, 0.2% on all other transactions and 10% on selected insurance products. Once £2.5 is earnt a voucher can be downloaded to spend in Asda stores.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a. with a fee of £3 per month, your representative rate is 26.2% APR (variable).
0% for 12 months reverting to 15.9%
0% for 3 months reverting to 2.4% (min. £5)
0% for 12 months reverting to 15.9%
15.9%
Representative example: When you spend £1,200 at a purchase rate of 15.9% (variable) p.a., your representative rate is 15.9% APR (variable).
0% for 12 months reverting to 17.9%
0% for 3 months reverting to 2.4% (min. £5)
0% for 12 months reverting to 17.9%
17.9%
Customers will be able to earn commission-free purchases abroad by using their Credit Card each time they make a purchase in Sterling. The calculation will be based on a 5:1 ratio - for example, £5 spent in Sterling will earn an allowance of £1 commission free-purchases abroad. Purchases abroad beyond the earned amount will be charged 2% commission.
Representative example: When you spend £1,200 at a purchase rate of 17.9% (variable) p.a., your representative rate is 17.9% APR (variable).

Compare up to 4 providers

Updated January 24th, 2019
Name Product Purchases Balance transfers Annual/monthly fees Rep. APR Loyalty note Representative example
0% for 27 months reverting to 19.9%
0% for 27 months reverting to 19.9%
£0
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 20 months reverting to 19.9%
0% for 20 months reverting to 19.9%
£0
19.9%
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point or every £5 spent elsewhere. 100 points = £1 reward voucher. Points will be converted into reward vouchers 4 times a year.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 18 months reverting to 22.9%
£0
22.9%
Earn 1 Membership Rewards® point for every £1 spent.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a., your representative rate is 22.9% APR (variable).
0% for 6 months reverting to 19.9%
0% for 29 months reverting to 19.9%
£0
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 6 months reverting to 19.9%
0% for 6 months reverting to 19.9%
£0
19.9%
Double points on spend in M&S for first 12 months (2 points per £1). Then earn 1 point for every £1 spent at Marks and Spencer's and 1 point or every £5 spent elsewhere. 100 points = £1 reward voucher. Points will be converted into reward vouchers 4 times a year.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 6 months reverting to 19.9%
0% for 28 months reverting to 19.9%
£0
19.9%
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point or every £5 spent elsewhere. 100 points = £1 reward voucher. Points will be converted into reward vouchers 4 times a year.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 6 months reverting to 19.9%
0% for 20 months reverting to 19.9%
£0
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 6 months reverting to 19.9%
0% for 27 months reverting to 19.9%
£0
19.9%
Earn £20 cashback when you transfer a balance of £2,000 or more within 60 days of opening your account. Offer expires 04.02.19.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 30 months reverting to 15.9%
0% for 30 months reverting to 15.9%
£3 per month. 123, Select and Private Current Account holders: £0 per month
21.7%
Representative example: When you spend £1,200 at a purchase rate of 15.9% (variable) p.a. with a fee of £3 per month. 123, Select and Private Current Account holders: £0 per month, your representative rate is 21.7% APR (variable).
0% for 28 months reverting to 19.9%
0% for 18 months reverting to 19.9%
£0
19.9%
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).

Compare up to 4 providers

Updated January 24th, 2019
Name Product Purchases Annual/monthly fees Rep. APR Loyalty note Representative example
9.9%
£0
9.9%
Earn 5,000 bonus Membership Rewards® points when you spend £500 in first 3 months of Card membership. Earn 1 Membership Rewards® point for every £1 spent thereafter.
Representative example: When you spend £1,200 at a purchase rate of 9.9% (variable) p.a., your representative rate is 9.9% APR (variable).
19.9%
£0
19.9%
Earn Asda vouchers every time you shop - 1% cashback on all Asda spend, 0.2% on all other transactions and 10% on selected insurance products. Once £2.5 is earnt a voucher can be downloaded to spend in Asda stores.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a., your representative rate is 19.9% APR (variable).
22.9%
£0
22.9%
Earn 10,000 bonus Membership Rewards® points when you spend £1K in first 3 months of Card membership. Earn 1 Membership Rewards® point for every £1 spent thereafter.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a., your representative rate is 22.9% APR (variable).
0% for 18 months reverting to 22.9%
£0
22.9%
Earn 1 Membership Rewards® point for every £1 spent.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a., your representative rate is 22.9% APR (variable).
19.9%
£3 per month
26.2%
Earn Asda vouchers every time you shop - 2% cashback on all Asda spend, 0.2% on all other transactions and 10% on selected insurance products. Once £2.5 is earnt a voucher can be downloaded to spend in Asda stores.
Representative example: When you spend £1,200 at a purchase rate of 19.9% (variable) p.a. with a fee of £3 per month, your representative rate is 26.2% APR (variable).
22.9%
Year 1 - £0, Year 2 onwards - £25 per annum
28.2%
20,000 Nectar points when you spend £2K within 3 months of account opening. Earn up to 4 Nectar points for virtually every £1 spent at Nectar partners, and 2 Nectar points for virtually every £1 spent elsewhere.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a. with a fee of Year 1 - £0, Year 2 onwards - £25 per annum, your representative rate is 28.2% APR (variable).
22.9%
Year 1 - £0, Year 2 onwards - £140 per annum
57.6%
2 points earned per £1 spent on travel related purchases and spending abroad. 3 points for every £1 spent when booking through American Express Travel. 1 point earned for virtually every £1 spent elsewhere. 20,000 bonus points when £2,000 spent on card over the first 3 months of opening. Spend £15,000 or more during the year and earn an additional 10,000 bonus points each year the card is renewed. Two complimentary lounge visits per year, available at over 500 airport lounges worldwide.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a. with a fee of Year 1 - £0, Year 2 onwards - £140 per annum, your representative rate is 57.6% APR (variable).
18.9%
£24 per annum. Reward or Reward Black Current Account holders: £0 per annum
23.7%
1% Rewards earned on supermarket spend and 0.5% at their petrol stations, at least 1% Rewards earned at MyRewards retailers and 0.5% everywhere else when shopping at home and abroad. 5 Rewards is £5 when redeemed. Rewards can be converted into money and transferred to a current account, exchanged for gift cards or tickets with some retailers doubling their value or converted into money and donated to one of the RBS Group chosen charities.
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a. with a fee of £24 per annum. Reward or Reward Black Current Account holders: £0 per annum, your representative rate is 23.7% APR (variable).
18.9%
£84 per annum. Reward Black Current Account holders: £0 per annum
37.1%
1% Rewards earned on supermarket spend and 0.5% at their petrol stations, at least 1% Rewards earned at MyRewards retailers and 0.5% everywhere else when shopping at home and abroad. 5 Rewards is £5 when redeemed. Rewards can be converted into money and transferred to a current account, exchanged for gift cards or tickets with some retailers doubling their value or converted into money and donated to one of the RBS Group chosen charities.
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a. with a fee of £84 per annum. Reward Black Current Account holders: £0 per annum, your representative rate is 37.1% APR (variable).

Compare up to 4 providers

Updated January 24th, 2019
Name Product Min. credit limit Max credit limit Rep. APR Loyalty note Representative example
Vanquis Bank Chrome Card 24.7pc Visa
Vanquis Bank Chrome Card 24.7pc Visa
£250
Subject to status: £1,000
24.7%
Representative example: When you spend £1,000 at a purchase rate of 24.7% (variable) p.a., your representative rate is 24.7% APR (variable).
£250
Subject to status
27.5%
1 point per £4 spent (£4 minimum) in Tesco and 1 point per £8 spent (£8 minimum) outside Tesco. Must have available credit to earn points. Points are converted to Tesco vouchers or can be exchanged for Partner rewards to receive money off a variety of restaurants, entertainment or Avios points.
Representative example: When you spend £1,200 at a purchase rate of 27.542% (variable) p.a., your representative rate is 27.5% APR (variable).
Vanquis Bank Chrome Card 29.3pc Visa
Vanquis Bank Chrome Card 29.3pc Visa
£250
Subject to status: £1,000
29.3%
Representative example: When you spend £1,000 at a purchase rate of 29.3% (variable) p.a., your representative rate is 29.3% APR (variable).
Vanquis Bank Aquis Visa
Vanquis Bank Aquis Visa
£250
Subject to status: £1,000
29.8%
Representative example: When you spend £1,000 at a purchase rate of 29.84% (variable) p.a., your representative rate is 29.8% APR (variable).
£100
Subject to status: £600
34.9%
Earn Asda vouchers every time you shop - 1% cashback on all Asda spend, 0.2% on all other transactions. Once £2.5 is earnt a voucher can be downloaded to spend in Asda stores.
Representative example: When you spend £1,200 at a purchase rate of 34.9% (variable) p.a., your representative rate is 34.9% APR (variable).
£150
Subject to status: £1,200
34.9%
Representative example: When you spend £1,200 at a purchase rate of 34.9% (variable) p.a., your representative rate is 34.9% APR (variable).
Vanquis Bank Visa
Vanquis Bank Visa
£150
Subject to status: £1,000
39.9%
Representative example: When you spend £1,000 at a purchase rate of 39.94% (variable) p.a., your representative rate is 39.9% APR (variable).
£150
Not specified
24.9%
Representative example: When you spend £1,200 at a purchase rate of 24.9% (variable) p.a., your representative rate is 24.9% APR (variable).
£250
Not specified
34.9%
Representative example: When you spend £1,200 at a purchase rate of 34.95% (variable) p.a., your representative rate is 34.9% APR (variable).
£250
Not specified
34.9%
Representative example: When you spend £1,200 at a purchase rate of 34.95% (variable) p.a., your representative rate is 34.9% APR (variable).

Compare up to 4 providers

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9 Responses

  1. Default Gravatar
    NickOctober 4, 2018

    So I made a purchase with an online retailer a few days ago and having not heard anything about the status of my order after 3 days, I decided to do some research (should have done this first, hind-sight is a marvelous thing) and there are countless reviews on review sites saying that they never received items, item’s weren’t new etc, etc and that the communication with the company is near non-existent.

    Whilst I’m not resounding myself yet to the fact I’ve been scammed (I’m an optimistic guy), I am starting to see what I’ll need to do to get my money back, should the need arise. I paid with my CC, however in the details above, you mention that there’s no cover if you pay by third party. They are using a company called Adyen to process their credit card payments, but as it’s not direct with the retailer, would they be classed as 3rd party or will I still be able to claim should I need to? I’m guessing all retailers have to have a payment processing company, right?

    I’m normally such a careful person, and whilst it’s still early days with the order, this experience has un-nerved me a bit in the world of Internet Shopping. Any advice you can provide me with would be appreciated.

    • finder Customer Care
      JoshuaOctober 9, 2018Staff

      Hi Nick,

      Thanks for getting in touch with finder. I hope all is well with you. :)

      I’m sorry to hear about your situation, though I still hope what you paid for.

      Regarding your question, I made a little research on Adyen and it shows that it serves as a third-party payment processing company. For this reason, you would most probably not be able to make a refund. However, it is still worth a try to ask your credit card provider and confirm.

      I hope this helps. Should you have further questions, please don’t hesitate to reach us out again.

      Have a wonderful day!

      Cheers,
      Joshua

  2. Default Gravatar
    PrasadSeptember 13, 2018

    I bought something on Indiegogo which is a crowdfunding source for startup companies. The campaigners have gone quiet after initial responses/updates. Am I entitled to a refund through credit card company if there is no response from the campaigners for a refund?

    • finder Customer Care
      JhezelynSeptember 14, 2018Staff

      Hello Prasad,

      Thank you for your comment.

      Definitely, you can file for a dispute from your credit card issuer if Indiegogo does not cooperate with your request for a refund. This is called a chargeback. You’ll usually contact your bank to begin the chargeback process.

      Should you wish to have real-time answers to your questions, try our chat box on the lower right corner of our page.

      Regards,
      Jhezelyn

      • Default Gravatar
        PrasadSeptember 14, 2018

        Hey Jhezelyn
        Thank you for the advice, much appreciated.
        Is there a time limit to request the charge back ?
        Regards
        Prasad

  3. Default Gravatar
    IanAugust 23, 2018

    I have just been badly scammed, by a very smart and crafty company.
    I bought a drone from an advert on King Candy Crush, it was a one off, today only (I know) 95% reduction from £1200 to $99 (£75) the trailer was fantastic advertising this drone, and I thought it would be perfect for use around the farm.
    What eventually arrived after a long wait was mini toy drone ,£15/20 max I returned it straight away to the clearly marked return address on the packaging, a ware house in Oldham, who are obviously distributers for a Hong Kong based company, I have heard nothing back, where do I go from here
    Kind Regards Ian Mackay.

    • finder Customer Care
      JoshuaSeptember 2, 2018Staff

      Hi Ian,

      Thanks for getting in touch with finder. I hope all is well with you. :)

      I’m sorry to hear about your problem, Ian. What you can do first is to directly contact the company, which I believe you have already done. Check if there’s an official complaint procedure that you need to follow. Be sure to save any documents like receipt or photos that would help you prove your case.

      After discussing your problem with the company, if you are still unhappy, you can complain to an ombudsman. There are different ombudsmen for different industries. Use this directory to find right ombudsman.

      To know more about your consumer right, please go to this page.

      I hope this helps. Should you have further questions, please don’t hesitate to reach us out again.

      Have a wonderful day!

      Cheers,
      Joshua

  4. Default Gravatar
    M1970June 11, 2018

    I’ve been given a Mastercard Credit Card Refund, (for a partial amount, less than the amount I paid), from service provider relating to a service I bought from them that I was unhappy about, The refund cleared last week but the service provider has now changed their mind and said they made a mistake and shouldn’t have refunded me! CAN THEY TAKE BACK the refund they have already issued and has cleared onto my Balance?

    • finder Customer Care
      JoshuaJune 12, 2018Staff

      Hi m1970,

      Thanks for getting in touch with finder. I hope all is well for you. :)

      Generally, the service provider won’t be able to get the money back if you already have seen it on your account. They would need your approval to bring them back the money.

      Of course, your service provider might file a dispute. In this case, it would be a good idea to get in touch with the service provider and your card issuer.

      I hope this helps. Should you have further questions, please don’t hesitate to reach us out again.

      Have a wonderful day!

      Cheers,
      Joshua

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