Seek a refund, repair or replacement

---
type: "Service Family"
title: "Seek a refund, repair or replacement"
description: "Present purchase and condition evidence to the responsible trader and retain the remedy offered, refused or escalated."
status: "population-complete"
assertion_status: "normalized"
jurisdiction: "nation-specific"
observed_at: "2026-08-08"
sources:
  - id: "shopping-and-consumer-rights-source-register"
    title: "Shopping and consumer rights"
    resource: "../source/domain-registers/shopping-and-consumer-rights.v1.yaml"
    author: "organisation:okf-uk-living"
    observed_at: "2026-08-08"
---

# Seek a refund, repair or replacement

## Place in the process

This topic sits within **Exercise contract and remedy rights** in the **Shopping and consumer rights** life-course
domain. What comes before depends on the person's situation and nation; the first
safe step is to select the current official route rather than assume one UK process.

## What this family covers

Present purchase and condition evidence to the responsible trader and retain the remedy offered, refused or escalated.

The ordinary discovery journey is to select the jurisdiction-specific route, follow
the responsible authority or provider's current instructions, and retain the
confirmation, referral, decision or next-step information it produces.

## If the ordinary route does not fit

If a route is unavailable, the circumstances fall outside it, or the source signals
an urgent, safeguarding, clinical or legal boundary, stop and follow that authority's
exception or complaint handoff. The bundle records this branch but does not decide it.

## Official routes

- [England: Accepting returns and giving refunds](https://www.gov.uk/accepting-returns-and-giving-refunds)
- [Scotland: Consumer rights in Scotland](https://www.mygov.scot/consumer-rights)
- [Wales: Accepting returns and giving refunds](https://www.gov.uk/accepting-returns-and-giving-refunds)
- [Northern Ireland: Consumer rights in Northern Ireland](https://www.gov.uk/consumer-protection-rights)

These are links and original navigation summaries. A national discovery page is a
handoff to the current service, not evidence that eligibility, evidence, costs,
deadlines or remedies are identical across nations or providers.

## What may follow

The result can feed the next family in **Exercise contract and remedy rights**, another enclosing
process, or a provider-specific review or redress route. Use Graph to inspect the
ordinary and exception episodes, sources, actors, requirements, outputs and outcomes.

## Review status

This record is population-complete for discovery and requires specialist review
before any legal, clinical, safeguarding or high-impact operational claim is
described as release-grade.