Your refund rights for purchases

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Your purchase refund rights

Primera Air and Cobalt Air

Have you been affected by Primera Air or Cobalt Air? The information below will help you understand what your next steps are and how we can help you. If you need to get in touch with us or make a claim, our contact details are at the bottom of the page.

Protecting your purchases

When something goes wrong with a purchase you paid for with your Barclaycard, you’re protected by law for certain types of transactions and could get your money back.

To help you understand your refund rights, we’ve created this helpful guide. It includes things like Section 75 and Chargeback - laws and schemes that can help you get a refund - so you know when you’re covered and how you can make a claim.

Purchase protection using Section 75 – for credit card purchases between £100 and £30,000

When you buy something with your Barclaycard, Section 75 of the Consumer Credit Act 1974 covers your purchase in some circumstances.

Section 75 applies to every credit card and means your credit card company is jointly responsible with the retailer or service supplier for the goods or services supplied.

Planning to buy something for £100 or more? Think about paying for some or all of it with your Barclaycard, so you’re protected. Even if you just make part of the payment, a deposit for example, with your Barclaycard and the balance by cheque or debit card, you'll be covered.


Give me some examples...

Mia is an additional cardholder with Barclaycard. She bought some leather boots for herself for £159 online. When they arrived, they were a different shade than the colour advertised on the website.

Helen bought a camera for £399 from an online retailer in Germany, but it never arrived in the post.

David booked two flights, which he paid for separately, costing £70 outbound and £40 inbound, but the airline went out of business before his trips.

Simon bought his granddaughter a bike online using his credit card, which cost £129, but when it arrived, one of the pedals was damaged.

Purchase protection using Chargeback – reversing your transaction for credit card purchases

What are my Chargeback rights?

Chargeback is another kind of consumer protection available through your card provider. It can be used to make a claim if something goes wrong with an item you bought using your credit card, or you’re charged the wrong amount by mistake.


Where Section 75 is limited to bigger credit card buys over £100, Chargeback potentially covers purchases of any value, but the way that they work is different. A Chargeback claim only covers the amount of the transaction. Time limits apply to certain types of Chargeback claims – the most common being 120 days – however, we’ll consider claims outside of these time limits.
 
Unlike Section 75, which is a legal requirement, Chargeback is part of Card Scheme Rules that major card providers like Visa, MasterCard and Amex sign up to.


Show me some examples...

Nadia bought a coffee machine for £99. When it broke, she paid for it to be fixed, thinking she would be able to claim back the cost.

Jane ordered a pair of lamps online, costing £35.99 each. When they were delivered, only one lamp had been sent.

Nicola booked a flight for £69.99. A week before she was due to fly, the airline told her the flights would no longer be going ahead.

Hassan bought two concert tickets for £90, 11 months before the event, but it was cancelled the week before. He sent a Chargeback claim 90 days after the concert was due to take place.

How can I make a Section 75 or Chargeback claim?