CRA 2015 — Return Shipping Obligations

Who Pays Return Shipping for Faulty Goods in the UK?

Under the Consumer Rights Act 2015, a consumer exercising their right to repair or replacement must not be caused significant inconvenience — and that explicitly includes return shipping costs. If goods are legally faulty, the retailer is responsible for bearing the cost of getting those goods back. A policy that makes you pay to return items you have a legal right to return is unenforceable against your CRA rights.

What Does the Law Say About Who Pays Return Shipping for Faulty Goods?

CRA 2015 Section 23(2) states that a repair or replacement must be completed "without significant inconvenience to the consumer." The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 separately make clear that for goods supplied in breach of contract, the trader bears the cost of return.

These two obligations together mean: if you are returning goods under your CRA 2015 rights (not a change-of-mind return under a retailer's policy), the retailer must either:

  • Arrange and pay for collection of the goods, or
  • Provide a prepaid return label, or
  • Reimburse you for any return postage costs you incur

A retailer whose policy says "customers must pay return postage even for faulty goods" is applying that policy unlawfully in the context of CRA rights. Their internal policy cannot reduce your statutory entitlements.

What If You Already Paid Return Shipping — Can You Recover the Cost?

Yes. Return shipping costs you paid for a faulty goods return are a consequential loss caused by the breach of contract. You can recover them.

How to claim return shipping costs back:

  • Keep the receipt or electronic record of the postage cost
  • Include the amount in your formal complaint letter to the retailer
  • Add it to your chargeback claim as part of the total loss
  • Include it in your ADR or county court claim as a consequential loss

Even small amounts — £5, £15 — should be claimed. They are recoverable, and including them in your formal claim signals that you are tracking every element of the dispute precisely.

Frequently Asked Questions

Do I have to pay to return faulty goods to the retailer?

No. Under CRA 2015, exercising your right to repair or replacement must not cause significant inconvenience. This includes return shipping. The retailer should arrange collection, provide a prepaid label, or reimburse your costs. Their internal policy cannot override this.

What if the retailer's policy says I must pay return shipping?

A retailer's internal returns policy cannot override your CRA 2015 statutory rights. Write to the retailer stating you are exercising your CRA rights and that the return shipping obligation sits with them. Their policy applies to change-of-mind returns — not CRA faulty goods returns.

If I pay return shipping myself, can I claim it back?

Yes. Keep the receipt and include the amount in your formal complaint, chargeback, ADR, or court claim. Return shipping costs are a recoverable consequential loss caused by the faulty product and the retailer's breach of contract.

Does the retailer have to arrange collection of a large faulty item?

Yes. For large goods (washing machines, furniture, large electronics) that cannot reasonably be posted, the retailer must arrange and pay for collection. Requiring you to arrange and fund courier collection of a heavy item would constitute significant inconvenience.

What if my item was lost or damaged in return transit?

If the retailer arranged collection and the item was lost, they remain responsible for the value of the goods. If you posted it yourself, use a tracked and insured service and retain proof of posting. Risk of loss during return transit at the retailer's direction falls on the retailer.

Related guides in this network:

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