When Returns Go Wrong
What the MSE Investigation Teaches Us About Rights, Boundaries - and Personal Power
It’s that time of year again - parcels arriving at the speed of light, half of us forgetting what we’ve ordered and the inevitable moment when something needs to go back… only to discover the return process feels like it was designed by a committee of confused squirrels.
But thanks to MoneySavingExpert’s recent investigation, one thing has become unmistakably clear:
Many of the UK’s biggest retailers have been giving customers the wrong information about their online return rights - for years.
Not one retailer.
Not two.
Thirty.
Some had incorrect guidance sitting on their websites for seven years. Seven years of customers quietly assuming they were the confused ones.
But here’s where the story gets good…
28 Retailers Just Updated Their Policies - Because Collective Pressure Works
After MSE confronted the issue:
24 retailers fixed their sites immediately.
4 needed a little nudge (Carluccio’s, Evans, Freemans, Joules)… so MSE escalated to Trading Standards.
And when ITV got involved, they finally corrected their information too.
Result: All 28 are now compliant.
But this isn’t just about refunds or policies.
This is about something far more human:
You Have More Power Than You Think
When companies publish incorrect or confusing information, something subtle happens:
We shrink.
We doubt ourselves.
We assume they must be right.
We decide it’s easier not to question anything.
And at Moco Coaching, we see this pattern everywhere:
undervaluing what we need
assuming others know better
downplaying what we’re entitled to
avoiding “making a fuss”
But here’s the truth:
Knowing your rights is self-respect.
Using your rights is boundary-setting.
Feeling solid in your rights is personal power.
What happened here is an everyday example of how clarity leads to empowerment - and empowerment leads to change.
Your Actual UK Return Rights (Clear and Simple)
Under Consumer Contracts Regulations, YOU are legally entitled to:
✔️ 14 days after receiving an item to tell the retailer you want to return it
✔️ A further 14 days to actually send it back
✔️ Your legal rights override retailer policies every single time
✔️ If a retailer fails to tell you your return rights? You get 12 extra months to return
✔️ (As always, exceptions: perishables, personalised items, opened media - unless faulty)
As Martin Lewis put it:
“It beggars belief that big retailers and their lawyers didn’t spot they were giving out crap information.”
If they get it wrong, it’s no wonder so many consumers end up doubting themselves.
The Moco Coaching Lens: Why This Matters
From a coaching perspective, this investigation reveals something powerful:
🌟 When information is unclear, people shrink.
🌟 When information is clear, people rise.
🌟 When people rise, systems improve.
This is exactly the work we do at Moco Coaching:
Helping people step out of autopilot.
Helping people trust their own voice.
Helping people choose clarity and confidence over confusion or self-doubt.
Whether it’s:
asking for flexible working
setting boundaries with family
challenging a workplace norm
returning something you bought online
or simply saying, “No. That doesn’t feel right.”
…it all comes back to the same core skill:
Your ability to back yourself.
What to Do If You Spot Incorrect Return Info
If you come across misleading or shady return guidance:
👉 Report it to Trading Standards via Citizens Advice.
It takes minutes.
It helps everyone.
It’s a small but mighty act of personal advocacy.
And those acts add up.
As You Shop This Season - Stand Tall
This whole investigation is more than consumer news.
It’s a reminder that:
Clarity creates confidence
Boundaries protect your wellbeing
You have the right to question anything
Your voice is more powerful than you think
This is what we teach.
This is what we champion.
This is what we believe in.
So as you head into a busy, magical, slightly chaotic festive season, remember:
You don’t need permission to stand in your power.
You already have it.