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

Consumer group says online shops routinely failed to reimburse delivery costs of unwanted purchases or cost of items

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.