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.

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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

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Table: sorted by representative APR, promoted deals first
Updated November 19th, 2019
Name Product Balance transfers Balance transfer fee Purchases Rep. APR Incentive Representative example
0% for 20 months reverting to 19.9%
2.9% (min. £5)
0% for 20 months reverting to 19.9%
19.9% p.a. (variable)
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point for 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 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% p.a. (variable)
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% p.a. (variable)
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).
0% for 18 months reverting to 18.9%
0% for 18 months reverting to 3% (min. £5)
0% for 3 months reverting to 18.9%
18.9% p.a. (variable)
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a., your representative rate is 18.9% APR (variable).
0% for 18 months reverting to 18.9%
2.9% (min. £5)
0% for 9 months reverting to 18.9%
18.9% p.a. (variable)
Earn 1 point for every £1 spent in store or online at John Lewis, Waitrose and John Lewis Insurance. Earn 1 Point for every £2 spent elsewhere. Earn double points on selected insurances taken out through John Lewis Financial Services. Vouchers issued once customer reaches 500 points in Feb, Jun or Oct when vouchers are automatically issued to customers. Every 500 points is worth £5. Earn double points at John Lewis and Waitrose for first 90 days if card applied for by 29.2.20.
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a., your representative rate is 18.9% APR (variable).
0% for 27 months reverting to 18.9%
2.29% (min. £5) for 3 months reverting to 2.9% (min. £5)
18.9%
18.9% p.a. (variable)
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a., your representative rate is 18.9% APR (variable).
0% for 18 months reverting to 18.9%
1.4% (min. £5)
0% for 9 months reverting to 18.9%
18.9% p.a. (variable)
A selection of rewards from a range of partners. Earn 1 point for every £1 spent within the UK and earn 2 points for every £1 spent outside the UK. Points can be redeemed for shopping vouchers and frequent flyer miles.
Representative example: When you spend £1,200 at a purchase rate of 18.9% (variable) p.a., your representative rate is 18.9% APR (variable).
0% for 12 months reverting to 21.814%
0% for 12 months reverting to 3.99% (min. £3)
0% for 12 months reverting to 19.944%
19.9% p.a. (variable)
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 19.944% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 15 months reverting to 19.94%
0% for 3 months reverting to 3% (min. £3)
0% for 6 months reverting to 19.94%
19.9% p.a. (variable)
Representative example: When you spend £1,200 at a purchase rate of 19.94% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 20 months reverting to 19.95%
3% (min. £3)
0% for 20 months reverting to 19.95%
19.9% p.a. (variable)
Representative example: When you spend £1,200 at a purchase rate of 19.95% (variable) p.a., your representative rate is 19.9% APR (variable).

Compare up to 4 providers

Updated November 19th, 2019
Name Product Purchases Balance transfers Annual/monthly fees Rep. APR Incentive Representative example
0% for 20 months reverting to 19.9%
0% for 20 months reverting to 19.9%
£0
19.9% p.a. (variable)
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point for 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 6 months reverting to 19.9%
£0
19.9% p.a. (variable)
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 27 months reverting to 19.9%
0% for 27 months reverting to 19.9%
£0
19.9% p.a. (variable)
Buy tickets for up to 3500 selected live events through Barclaycard entertainment and get 5% off tickets per year and exclusive pre-sale tickets on selected festivals with 10% off ticket prices.
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 26 months reverting to 20.93%
0% for 26 months reverting to 20.93%
£0
20.9% p.a. (variable)
Introductory 0% purchase offer only applies to purchases made within 60 days of opening.
Representative example: When you spend £1,200 at a purchase rate of 20.93% (variable) p.a., your representative rate is 20.9% APR (variable).
0% for 26 months reverting to 15.9%
0% for 26 months reverting to 15.9%
£3 per month
21.7% p.a. (variable)
0.5% after £1 of monthly spend. Cashback paid Monthly into Card Account. Maximum spend for cashback purposes is limited to credit limit.
Representative example: When you spend £1,200 at a purchase rate of 15.9% (variable) p.a. with a fee of £3 per month, your representative rate is 21.7% APR (variable).
0% for 24 months reverting to 19.9%
0% for 24 months reverting to 19.9%
£0
19.9% p.a. (variable)
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 24 months reverting to 19.944%
0% for 3 months reverting to 21.814%
£0
19.9% p.a. (variable)
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 19.944% (variable) p.a., your representative rate is 19.9% APR (variable).
0% for 22 months reverting to 20.95%
0% for 3 months reverting to 20.95%
£0
20.9% p.a. (variable)
Earn 750 bonus Nectar points each time £35 or more spent on Sainsbury's shopping, up to ten times in your first 2 months, up to a total of 7,500 points, offer available for new customers. Earn 2 Nectar points per £1 spent on Sainsbury's shopping and fuel. Earn 1 Nectar point for every £5 spent elsewhere.
Representative example: When you spend £1,200 at a purchase rate of 20.95% (variable) p.a., your representative rate is 20.9% APR (variable).
0% for 22 months reverting to 20.95%
0% for 22 months reverting to 20.95%
£0
20.9% p.a. (variable)
Earn 750 bonus Nectar points each time £35 or more spent on Sainsbury's shopping, up to ten times in your first 2 months, up to a total of 7,500 points, offer available for new customers. Earn 2 Nectar points per £1 spent on Sainsbury's shopping and fuel. Earn 1 Nectar point for every £5 spent elsewhere.
Representative example: When you spend £1,200 at a purchase rate of 20.95% (variable) p.a., your representative rate is 20.9% APR (variable).
0% for 20 months reverting to 19.95%
0% for 20 months reverting to 19.95%
£0
19.9% p.a. (variable)
Representative example: When you spend £1,200 at a purchase rate of 19.95% (variable) p.a., your representative rate is 19.9% APR (variable).

Compare up to 4 providers

Updated November 19th, 2019
Name Product Purchases Annual/monthly fees Credit limits Rep. APR Incentive Representative example
0% for 6 months reverting to 19.9%
£0
Min. limit £500, max. limit not specified.
19.9% p.a. (variable)
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 20 months reverting to 19.9%
£0
Min. limit £500, max. limit not specified.
19.9% p.a. (variable)
Earn 1 point for every £1 spent at Marks and Spencer's and 1 point for 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).
22.9%
£0
Min. limit £500, max. limit not specified.
22.9% p.a. (variable)
Earn 5,000 bonus Membership Rewards points when you spend £2,000 in your first 3 months, and 1 point for virtually 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).
22.9%
£0
Min. limit £700, max. limit not specified.
22.9% p.a. (variable)
5,000 Avios when you spend £1,000 within 3 months of account opening. Earn 1 Avios for virtually every £1 spent. Spend £20K in 12 months and get 2 for 1 travel when redeeming Avios for a BA reward flight. Earn up to 90,000 bonus Avios points per calendar year, 4,000 points per friend/family member that successfully applies for an American Express card (Excl. Basic card) and uses the Referral Programme.
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).
22.9%
£0
Min. limit £700, max. limit not specified.
22.9% p.a. (variable)
5% after £1 of yearly spend for introductory period of 3 months. 0.5% on £1 to £5000 of yearly spend. 1% after £5001 of yearly spend. Cashback paid Anniversary into Card Account. 5% intro cashback in the first 3 months (max £100). Must spend £3K annually to earn cashback.
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).
22.9%
Year 1 - £0, Year 2 onwards - £25 per annum
Min. limit £700, max. limit not specified.
28.2% p.a. (variable)
20,000 Nectar points when you spend £2K within 3 months of account opening. Earn 2 Nectar points for virtually every £1 spent at Nectar partners and 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%
£25 per annum
Min. limit £700, max. limit not specified.
28.2% p.a. (variable)
5% on £1 to £2500 of yearly spend for introductory period of 3 months. 1% on £1 to £10000 of yearly spend. 1.25% after £10001 of yearly spend. Cashback paid Anniversary into Card Account. 5% intro cashback (max £125).
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a. with a fee of £25 per annum, your representative rate is 28.2% APR (variable).
22.9%
£75 per annum
Min. limit £700, max. limit not specified.
39.7% p.a. (variable)
Earn 30,000 points when you spend £1K within 3 months of account opening. Earn 3 points for virtually every £1 spent. Earn 6 points for every £1 of eligible purchases at participating SPG & Marriott Rewards hotels, until 31.12.2019.
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a. with a fee of £75 per annum, your representative rate is 39.7% APR (variable).
22.9%
Year 1 - £0, Year 2 onwards - £140 per annum
Min. limit £700, max. limit not specified.
57.6% p.a. (variable)
Earn 1 point for virtually every £1 spent. 2 points per £1 spent directly with airlines or in a foreign currency or 3 points for every £1 spent through American Express Travel. Earn 10,000 bonus points when you spend £3,000 in your first 3 months. Spend £15,000 or more during the year and earn 10,000 bonus points each year the card is renewed. Earn 6,000 points per friend/family member that successfully applies for the card or 12,000 points if they spend £3,000 in their first 3 months. 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 an annual fee of £140 (£0 in first year), your representative APR is 57.6% APR (variable).
22.9%
£195 per annum
Min. limit £700, max. limit not specified.
76% p.a. (variable)
25,000 Avios when you spend £3K within 3 months of account opening. Earn 3 Avios for virtually every £1 spent directly with BA, and 1.5 Avios for virtually every £1 spent everywhere else. Spend £10K in 12 months to redeem the Avios for a companion ticket on a BA flight. Earn up to 90,000 bonus Avios points per calendar year, 9,000 points per friends/family that uses Referral Programme and successfully apply for an American Express card (Excl. Basic card).
Representative example: When you spend £1,200 at a purchase rate of 22.9% (variable) p.a. with a fee of £195 per annum, your representative rate is 76% APR (variable).