The Story How do you get a refund?
May 30, 2025
Consumer Champion Kat Denham joins the discussion to tackle the frustrations of securing refunds from brands. She shares eye-opening insights on navigating the complexities of luxury sofa returns and the nightmares of financed car purchases. Kat reveals smart strategies for safe buying, emphasizing consumer rights and the importance of documentation. The conversation takes a heartfelt turn as the hosts reflect on their journey together, marking a bittersweet farewell while teasing future topics on entrepreneurship and digital safety.
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Luxury Sofa Complaint Struggle
- An 80-year-old woman bought a luxury sofa that was uncomfortably lumpy and poorly cushioned.
- The company sent a technician to weigh the cushions but then stopped communicating, causing frustration.
Consumer Rights on Faulty Goods
- Within 30 days of buying a faulty product, you can get a refund under the Consumer Rights Act.
- After 30 days but within six months, companies get one chance to repair or replace before a refund must be offered.
Steps If Company Ghosts You
- If a company ghosts you after a complaint, contact Citizens Advice or report to trading standards.
- You can escalate the complaint to an ombudsman or take legal action, such as going to small claims court.