Your refund rights for purchases

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Your purchase refund rights

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.

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.

 

Give me some examples...

Mia booked a package holiday but before leaving some significant parts of the holiday have been cancelled due to a change in the local circumstances. 

Helen booked her flights and hotel separately, but now the airline has had to cancel her flight and she isn't able to get to her destination. The hotel are refusing to refund her if she cancels her booking.

David booked a holiday to Greece. He booked his hotel and flights separately but has now decided he doesn’t want to travel. David would like to get his money back from his credit card as his hotel and airline are refusing to refund him.

Jerry’s flight was cancelled by his airline and they’re only offering to re-book his flight, but Jerry wants a full refund.

Amy booked a package including flights and accommodation on her credit card for her and her friends for a hen party. The package has been cancelled and she won’t be able to get to the location. She booked some activities separately on her debit card for the whole group and is looking to claim them back from her credit card provider as the package was cancelled.

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

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

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

How can I make a Section 75 or Chargeback claim?

What you’ll need

When you make a claim, we may ask you to supply some supporting documentation. So before you contact us, it will help if you have some or all of

  • proof of your purchase
  • terms and conditions for your purchase
  • evidence that the goods or services were faulty, damaged or different from their description
  • evidence that the goods or services were not delivered or supplied
  • details of any descriptions or statements made by the seller about the goods or services

You should also keep the item itself, in case it needs to be examined or handed to us if your claim is successful. We may also need an independent report to show the nature, impact or cost of the problem.