CRA 2015 — Right to Money Refund
Retailer Offered a Voucher Instead of a Refund — What UK Law Says
A retailer cannot force you to accept a voucher, store credit, or credit note instead of a cash refund for faulty goods. Under the Consumer Rights Act 2015, your right to reject faulty goods entitles you to a refund of the price paid — that means money back to your payment method or in cash, not a voucher you can only spend in their store. You can accept a voucher if you want to, but you are never legally required to.
What Does CRA 2015 Say About the Form of a Refund?
CRA 2015 Section 20(11) states: "Any refund to the consumer must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund." It further specifies that the refund must be made using the same means of payment as the consumer used to pay — unless the consumer expressly agrees otherwise.
This is the key: "unless the consumer expressly agrees otherwise." A voucher is an alternative form of refund — and you are only bound by it if you expressly agree to accept it. A retailer who presents a voucher as your only option and sends you away is not offering you what the law requires.
If you are within the 30-day short-term right to reject (CRA s.20) or have exercised the final right to reject (CRA s.24), you are entitled to a money refund — not a voucher.
What Should You Do If a Retailer Insists on a Voucher?
Decline the voucher in writing immediately
Do not sign anything or confirm verbally that you accept the voucher. If you are in store, say clearly and calmly: 'I do not accept a voucher. I am entitled to a money refund under CRA 2015.' Follow up in writing the same day.
Write to the retailer formally
State in writing that you are declining the voucher and invoking your statutory right to a money refund under CRA 2015 s.20 (or s.24 if past 30 days). Demand the refund within 14 days. State your next escalation step if they refuse.
If refused, raise a chargeback
Your card provider can reverse the payment under chargeback rules. The fact that the retailer offered a voucher rather than a money refund will support your case — it shows they acknowledged the claim but failed to provide the correct remedy.
If chargeback is unavailable, use ADR or court
A retailer's insistence on a voucher rather than a cash refund is itself a breach of CRA 2015. Include it in your ADR complaint or county court claim as evidence of the retailer's failure to provide the legally correct remedy.
Frequently Asked Questions
Can a retailer give me a voucher instead of a refund for faulty goods?
No — not without your consent. Under CRA 2015, you are entitled to a money refund when you exercise your right to reject faulty goods. A retailer can offer a voucher, but you do not have to accept it. Your statutory right is to the price paid, returned as money.
What if I accept a voucher — can I still claim a cash refund later?
Accepting a voucher as final settlement of your claim may be interpreted as an agreed resolution. Do not accept a voucher unless you are satisfied with it. If you want a cash refund, decline in writing immediately and restate your statutory right under CRA 2015.
Is a store credit note the same as a cash refund?
No. A credit note is only usable within that retailer's store. For a faulty goods CRA claim, a credit note is not an adequate substitute for a cash refund unless you choose to accept it.
What should I do if a retailer insists on a voucher?
Decline in writing. Write to the retailer stating you are entitled to a money refund under CRA 2015 and give 14 days. If they refuse, raise a chargeback or escalate to ADR or court. The insistence on a voucher is itself evidence of the retailer's failure to provide the correct remedy.
Can a retailer offer a partial voucher and partial cash refund?
Only with your agreement. Your statutory right is to the full purchase price as a money refund. A retailer can propose a combination, but you are under no obligation to accept it. If you only want cash, insist on it under CRA 2015.
Related guides in this network:
Faulty Goods Fight-Back System
Voucher Refused. Money Demanded. Template Included.
The Fight-Back System includes the Voucher Refusal letter template, the full money refund demand process, and every escalation step if the retailer continues to refuse the correct remedy.
Get the Fight-Back System — £27One-time payment. Instant PDF download.