Your refund rights for purchases

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.

Information icon If you buy an item or service worth between £100 and £30,000 with your credit card, Section 75 covers your purchase if the supplier breaches their contract with you – if goods are faulty or not delivered, for example – or they give misleading information about a product.
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.

What does Section 75 cover?

  • Goods or services that cost between £100 and £30,000 you’ve paid for at least in part with your Barclaycard
  • Purchases that are faulty, not delivered or where information given about the item was misleading
  • The company you bought an item or service from breaks their contract with you – for example they go out of business
  • Purchases made by the main cardholder
  • Items you bought in the UK and abroad, as well as goods purchased online, by phone or mail order from overseas
  • Items you bought less than six years ago – though it could be longer if there’s a guarantee included in the purchase price that covers your product or service for longer, such as for double glazing

What doesn’t Section 75 cover?

  • Items you buy with a debit card, charge card or prepaid card
  • Purchases made through third parties – Paypal and Amazon Marketplace, for example – might not be covered, however these third parties may have their own refund schemes
  • Delivery charges aren’t included when assessing the value of your item, but you may be able to claim them along with the cost of the item
  • Purchases made by additional cardholders, however purchases made on behalf of the main cardholder may be covered
  • If you choose not to use a service when it’s available – for example, not taking a flight you’ve paid for
  • Loans
  • Balance transfers
  • Cash withdrawals


Give me some examples... 

Woman looking at tablet.

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.

No, she couldn’t claim under Section 75 as she was an additional cardholder on her husband’s account and the boots were for her. She could potentially make a Chargeback claim, though.


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

Yes, she was protected for the total amount as the item wasn’t delivered.

Man looking in distance.

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.

No. As the single ticket prices were both under £100, he wasn’t protected by section 75. If the single amounts had been over £100 each, he would have been covered. He could potentially make a Chargeback claim, though.

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.

Information icon If you buy an item with your credit card and it’s damaged, not delivered or a service wasn’t provided, or you’re charged the wrong amount, you can ask your credit card provider to reverse your transaction.
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.

What does Chargeback cover?

  • Purchases bought with a credit card – by you or an additional cardholder on your account
  • Purchases not delivered
  • Items that are damaged or not as described
  • Goods that don’t arrive due to the company going into administration
  • Being charged the wrong amount for an item


Show me some examples...

Woman opening box.

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.

No, Chargeback doesn’t cover the cost of fixing a faulty item.

Man looking at tablet.

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

Yes, she could make a claim for the lamp that wasn’t delivered.

Woman looking at documents.

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.

Yes, Nicola could claim as she didn’t receive the service she paid the airline for.


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.

Yes, even though he didn’t claim until 90 days after the date of the concert, Hassan was refunded. This is because the time limit for making a claim was from the date the concert was due to take place, rather than the purchase date.


How can I make a Section 75 or Chargeback claim?

1. Log into or register for Barclaycard online servicing
2. Go to your statement and click on the transaction you want to dispute
3. Select ‘Query a transaction’ and follow the instructions

Fill out our  disputed transaction form PDF (150KB) and send to the address at the bottom of the form.

Give us a call us on 0800 161 5291 from 7am – 11pm seven days a week, to raise a transaction query or make a claim.

In some cases we’ll ask you to provide evidence to support your claim, so you should keep any that may be relevant. The type of evidence will depend on your claim, but may include:
 
  • proof of your purchase
  • terms and conditions of 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 hold of the item itself, in case it needs to be examined or handed over to us if your claim’s successful.  In some cases, we’ll need an independent report to show the nature, impact or cost of the problem.

To send messages via Text Relay call: 1 8001 0800 161 5276 . Read our call charges and information. .

Need to ask us about something we’ve not covered? Please get in touch .

Already made a claim, but not happy with how it’s been handled or it was unsuccessful? Find out how you can take it up with the Financial Ombudsman Service .