You must repay any money paid by the consumer for the returned goods, and return any other form of payment made by the consumer, for example, a trade-in.

If this is not possible, you must refund the consumer the value of the other form of payment.

You must not:

  • offer a credit note, exchange card or replacement goods instead of a refund. A consumer cannot accept this kind of offer; or
  • refuse a refund, or reduce the amount, because the goods were not returned in original packaging or wrapping.

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