In short (UK): If a trader sends the wrong item, goods are usually not as described under the Consumer Rights Act 2015. You can often demand the correct item free of charge or a full refund, and you should not pay to fix their mistake. Photograph everything, complain in writing, and set a deadline. This is general guidance, not legal advice.
Opening a parcel to find the wrong product is common — and often a clear breach of contract, not a “minor mix-up”. This guide covers the core rules. For a personalised plan and letter from your order details, use Refundly.
Is a Wrong Item a Breach of Your Rights?
When you buy from a trader, goods must be as described, of satisfactory quality, and fit for purpose. The wrong product usually fails as described. That is different from changing your mind.
What You Can Ask For
| Remedy | When it fits |
|---|---|
| Correct item free of charge | You still want what you ordered |
| Full refund | You no longer want the order / delay is unacceptable |
| Free return of wrong goods | Almost always — their mistake |
| Price reduction | Rarely the best first ask for a clear wrong item |
What to Do Next (High Level)
- Photograph packaging, label, wrong product, and order confirmation.
- Do not use the item as yours (beyond confirming it is wrong).
- Keep packaging until resolved.
- Double-check size charts and listings so you are sure it is wrong.
- Contact the seller in writing the same day if you can — remedy + free return + deadline.
A clear plan with deadlines is harder to ignore than a chat message
What Your Complaint Should Cover
Checklist only: order details; what you ordered vs what arrived; photos; remedy wanted; free return postage; response deadline. You do not need a full legal essay.
Refundly turns your claim details into a tailored complaint letter
Marketplace Sellers
Complain to the seller first, then open the platform’s protection process if needed. Keep screenshots. Platform policies support UK rights — they do not replace them against a business seller.
If the Retailer Refuses
Options can include chargeback, Section 75 (qualifying credit-card purchases), ADR, or court. Which path fits depends on payment method, value, and evidence — Refundly maps the next stage for the claim you logged.
Using Refundly for Wrong-Item Claims
- Select wrong item / delivery issue
- See plain-English rights
- Get a personalised plan
- Use a letter built from your details
- Track replies and export if you escalate
Final Tip
Act quickly, stay in writing, and do not pay return postage for the retailer’s mistake when the goods are clearly wrong.
General information for UK consumers only — not legal advice. See the Consumer Rights Act 2015.
Common questions
Short answers to common questions on this topic.
- Is receiving the wrong item a legal problem or just bad luck?
- Usually a legal problem. Goods must be as described. Sending the wrong product typically fails that test under the Consumer Rights Act 2015, so you can insist on a remedy — often the correct item free of charge or a full refund.
- Do I have to pay return postage for the wrong item?
- Normally no. Fixing the seller’s mistake is their cost. Do not assume paid returns apply the same way as a change-of-mind return.
- Should I use the 14-day cooling-off right or consumer rights?
- For a clear wrong item, Consumer Rights Act remedies are usually the right framing. Cooling-off can still help for some online orders if it suits you better — but put the complaint in writing either way.
- What if I bought on Amazon, eBay, or another marketplace?
- Complain to the seller in writing first, then use the platform’s buyer protection process if needed. Platform rules are an extra route; business sellers still face UK consumer law.
- What if the retailer blames the courier?
- That is still between them and their logistics partner. You contracted with the retailer until you get the correct goods or a refund.