Legal Disclaimer: This article provides general information for educational purposes only and does not constitute legal advice. Laws vary by jurisdiction and change frequently. For advice specific to your situation, consult a licensed attorney in your area.
When a business refuses to give you a refund you're entitled to, it's frustrating - but you have more leverage than you might think. The FTC's shopping and consumer rights resources outline your protections. Understanding your rights under consumer protection laws, return policies, and credit card protections can help you recover your money.
Credit Card Advantage: If you paid by credit card, federal law gives you the right to dispute charges for goods not received or not as described within 60 days of the billing statement.
When You're Entitled to a Refund
Legal Entitlement to Refunds
- Product doesn't work as advertised
- Product is defective or damaged
- Service not delivered as promised
- Product significantly different from description
- Automatic billing without consent
- Subscription cancellation not honored
Return Policy Rights
While stores can set their own return policies:
- Policies must be clearly disclosed
- Some states require conspicuous posting
- Online sellers often have stricter rules
- Defective items must be refunded regardless of policy
Know the Policy: "All sales final" policies are generally enforceable unless the item is defective. Check the policy before purchasing, especially for electronics and event tickets.
Federal Consumer Protections
FTC Mail Order Rule
For items ordered by mail, phone, or internet:
- Seller must ship by promised date
- If no date given, must ship within 30 days
- If delayed, must notify you and offer refund
- Failure to comply is FTC violation
Credit Card Dispute Rights
Under the Fair Credit Billing Act:
- Dispute billing errors within 60 days
- Issuer must investigate
- Can withhold payment during investigation
- Applies to unauthorized charges and goods not received
Electronic Fund Transfer Act
For debit card purchases:
- Report errors within 60 days
- Bank must investigate within 10 business days
- Provisional credit often provided
- Less protection than credit cards
State Consumer Protection Laws
Many states have additional protections:
Strong Consumer Protection States
- California: Consumer Legal Remedies Act, automatic remedies
- Massachusetts: Chapter 93A, mandatory 30-day response
- New York: GBL Section 349, broad unfair practices coverage
- Texas: DTPA with automatic damages for violations
- Florida: FDUTPA with attorney fees for consumers
Common State Remedies
- Treble (3x) damages for willful violations
- Attorney fees for prevailing consumers
- Minimum damages regardless of actual loss
- Class action availability
Step-by-Step Refund Process
Step 1: Contact Customer Service
- Call or email with specific request
- Have receipt, order number, and account info ready
- Document date, time, who you spoke with
- Get reference or ticket number
Step 2: Escalate to Supervisor
- Ask to speak with manager
- Explain issue clearly and calmly
- Reference company policies or laws
- Ask what they can do to resolve
Step 3: Put It in Writing
Send formal written request:
- Summary of purchase and problem
- Previous attempts to resolve
- Specific refund amount requested
- Deadline to respond (14 days)
- Send certified mail, keep copy
Step 4: Credit Card Dispute
If you paid by credit card:
- File dispute with card issuer
- Explain goods/services not as described
- Provide supporting documentation
- Must be within 60 days of statement
Step 5: File Complaints
- BBB: Creates public record, prompts response
- State AG: Consumer protection division
- FTC: Tracks patterns, may investigate
- Industry regulators: For specific industries
Step 6: Small Claims Court
If all else fails:
- File in county where business operates
- No lawyer needed
- Low filing fees ($30-$100)
- Bring all documentation
Specific Refund Situations
Online Purchases
- Item not received: Full refund entitled
- Different than described: Refund or return
- Changed mind: Depends on seller policy
- PayPal/platform protections may apply
Subscription Services
- Cancellation must be honored immediately
- Prorated refund for unused time (often)
- Unauthorized renewals must be refunded
- Keep cancellation confirmation
Services Not Rendered
- Full refund if service not provided
- Partial refund for incomplete service
- Document what was/wasn't done
- Get quotes for completion cost
Event Tickets
- Cancelled events: Full refund required
- Rescheduled: Refund if can't attend new date
- Changed venue: Depends on circumstances
- Changed mind: Usually no refund
Maximizing Your Leverage
Documentation to Keep
- Receipt or proof of purchase
- Product listing or advertisement
- Photos of defects or problems
- All communications with company
- Credit card statements
Effective Complaint Strategies
- Be specific about the problem
- State exactly what resolution you want
- Reference applicable laws or policies
- Set reasonable deadlines
- Follow up consistently
Social Media Escalation
Companies often respond quickly to public complaints:
- Twitter/X: Tag company's support account
- Facebook: Post on company page
- Reviews: Google, Yelp, Trustpilot
- Be factual, not emotional