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Refund time limit will help consumers get their money back

13 May 2014

The Government has acted on Citizens Advice recommendation to introduce a time limit for when refunds need to be paid as part of the Consumer Rights Bill.

Today MPs have a chance to support a change in the law which will require businesses to provide a refund within 14 days of agreeing to it

Citizens Advice Chief Executive Gillian Guy said:

“Businesses should not be sitting on customers’ cash by dragging out how long they take to provide a refund.  A set time limit on when refunds need to be paid, as recommended by Citizens Advice, will help people uphold their rights and get money back in their pocket.

“Providing details about consumers’ rights at the till or online checkout would further help consumers and businesses understand and uphold rights.  All too often shoppers and retailers are at loggerheads because neither is exactly clear on a customer’s rights.”

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit You can also get advice online at
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.