Marks & Spencer Revises Returns Policy to 28 Days
Marks & Spencer has implemented a significant update to its returns policy, effective from 24 March 2026. This change standardises the returns window to 28 days for both online and in-store purchases, bringing the retailer in line with other major UK high-street names.
What the New Policy Entails
The updated policy grants shoppers approximately four weeks to return items for a full refund. This applies to most products, though exceptions exist for sale items, personalised goods, and hygiene-sealed products, which may have specific conditions. The move aims to provide greater clarity and predictability for customers, especially when purchasing clothing for special occasions or experimenting with new styles.
This alignment simplifies the returns process, reducing confusion by meeting common consumer expectations. Previously, Marks & Spencer had varying return periods, but the new 28-day window mirrors practices at retailers like Next, which has long offered a similar timeframe for both full-price and sale items in good condition.
Legal Context and Retail Comparisons
Under UK law, online shoppers are entitled to a 14-day cooling-off period, with an additional 14 days to return items after notifying the retailer, effectively creating a 28-day window. For in-store purchases, there is no legal requirement for returns due to change of mind, but many stores, including Marks & Spencer, offer this as a courtesy.
Retailers must issue refunds for both product costs and standard delivery within 14 days of receiving returned items. Marks & Spencer's update ensures it remains competitive, offering a policy that is straightforward and less stressful for consumers concerned about unsuitable purchases.
Impact on Shoppers and the Retail Landscape
This policy revision enhances the shopping experience by providing ample time for decision-making. It helps Marks & Spencer keep pace with industry standards, fostering customer loyalty through improved service. The change is part of a broader trend among UK retailers to streamline returns, making them more accessible and user-friendly.
Overall, the updated returns policy at Marks & Spencer represents a positive step towards greater consumer convenience and alignment with market norms, ensuring shoppers can shop with increased confidence and ease.
