Visa & Mastercard Chargeback — UK Consumer Rights
Debit Card Chargeback for Faulty Goods UK — How to Raise a Successful Claim
You can raise a debit card chargeback for faulty goods in the UK under Visa and Mastercard scheme rules — but the process has time limits, specific evidence requirements, and a reason code that most people get wrong. This page covers exactly how to raise the claim, what evidence to submit, the 120-day window you must respect, and what to do if the chargeback is rejected.
What Is a Debit Card Chargeback and How Does It Work for Faulty Goods?
A chargeback is a dispute mechanism built into Visa and Mastercard's operating rules. When you raise a chargeback, your bank contacts the retailer's bank and requests a reversal of the payment. The retailer's bank notifies the retailer, who then has a window (typically 45 days) to fight the claim by submitting counter-evidence.
If the retailer does not respond, or if the card network accepts your evidence over theirs, the payment is reversed and the money returned to your account. If the retailer's rebuttal is accepted, the chargeback is denied and no money changes hands.
For faulty goods, chargeback is the fastest first-line tool — faster than ADR and far faster than county court. Its weakness is that it is voluntary (not legally compelled) and has strict time limits.
What Are the Key Rules for a Debit Card Chargeback in the UK?
120 days from the transaction date or from the date goods were expected. Some banks apply this differently. Raise the claim as soon as the retailer refuses — do not delay.
For faulty goods: 'Goods not as described' (Visa reason code 13.3). Not 'goods not received' — that is for non-delivery. Using the wrong code can cause a technical rejection that has nothing to do with your evidence.
Most banks expect you to have attempted to resolve with the retailer first. A chargeback submitted before any contact with the retailer is likely to be returned unpursued. You need at least one documented refusal from the retailer.
Proof of purchase, dated fault documentation (photos/video), all communications with the retailer, and proof they refused your request. The bank submits this to the retailer's bank.
Unlike Section 75 (credit card, £100 minimum), chargeback has no minimum transaction amount for debit cards. It applies to any purchase, however small.
Visa Debit and Mastercard Debit are both covered. Maestro has different and more limited rules. American Express has its own dispute process, not Visa/Mastercard chargeback.
How Do You Raise a Debit Card Chargeback for Faulty Goods Step by Step?
Check the time limit
Calculate 120 days from your transaction date. If you are inside the window, proceed. If you are at the edge, raise the claim immediately — partial evidence now is better than perfect evidence after the deadline.
Contact your bank's disputes team
Call your bank directly or use the disputes section in their app or online portal. State: 'I would like to raise a chargeback for goods not as described.' Avoid saying 'goods not received' unless the product was never delivered.
Prepare your evidence pack first
Before you call, have ready: proof of purchase, dated photos/video of the fault, all emails with the retailer, and their refusal (or non-response). Banks can ask for this immediately.
Submit your evidence promptly
Most banks give you a window to submit supporting documents after raising the initial claim. Do not miss this window. Submit everything at once — do not hold anything back.
Wait out the rebuttal period
The retailer has up to 45 days to respond. Your bank will notify you of the outcome. Do not accept the first outcome without reading the reason if it is rejected.
If rejected, pursue CRA 2015 route
A rejected chargeback does not end your dispute. Your statutory rights under CRA 2015 remain fully intact. See the companion page on what to do after a chargeback is rejected.
Is Debit Card Chargeback as Strong as Credit Card Section 75?
No — Section 75 is legally stronger. But debit card chargeback is available to far more people and covers far more transactions.
Debit Card Chargeback
- Voluntary card scheme — not law
- No minimum purchase amount
- 120-day time limit
- Retailer can rebut the claim
- Available on all debit card purchases
Section 75 (Credit Card)
- Statutory right under CCA 1974
- Purchase must be £100–£30,000
- 6-year limit (same as contract law)
- Bank is jointly liable — harder to dismiss
- Credit cards only
Frequently Asked Questions About Debit Card Chargeback for Faulty Goods
Can I do a chargeback on a debit card for faulty goods?
Yes. Debit card chargeback is available under Visa and Mastercard scheme rules for faulty goods disputes. You must raise it within 120 days and submit evidence of the fault and your attempt to resolve with the retailer.
What is the time limit for a debit card chargeback in the UK?
The standard time limit is 120 days from the transaction date or from the date goods were expected. Check directly with your bank — some apply different windows. Raise the claim as soon as the retailer refuses.
What reason code should I use for a faulty goods chargeback?
For faulty goods: 'goods not as described' (Visa reason code 13.3 or Mastercard equivalent). Not 'goods not received'. Your bank's disputes team should confirm the code — using the wrong one can cause a technical rejection.
Is a debit card chargeback stronger than my statutory consumer rights?
No. Chargeback is a voluntary card scheme process. Your CRA 2015 statutory rights are legally binding, apply for up to 6 years, and can be enforced through the courts. Chargeback is the faster first tool; CRA rights are the legal backstop.
What evidence does my bank need for a debit card chargeback on faulty goods?
Proof of purchase, evidence of the fault (photos, video, description), all communications with the retailer showing you attempted to resolve the issue, and proof the retailer refused. The stronger your evidence pack, the harder it is for the retailer's bank to rebut.
Related guides in this network:
Faulty Goods Fight-Back System
The Complete Chargeback + CRA Escalation Path
The Fight-Back System covers the complete chargeback submission process, the Section 75 route, and the full CRA 2015 escalation sequence — with every letter template you need at each stage.
Get the Fight-Back System — £27One-time payment. Instant PDF download.