Whether you are doing a large weekly online order with Tesco or Sainsbury’s, purchasing bulk gift cards at ASDA, or buying home electronics during an Aldi Specialbuys event, shopping issues happen. Missing items, expired produce, undelivered orders, or charged card errors can quickly strain your budget.
While most supermarket customer service desks issue straightforward refunds, what happens if a major grocery chain or delivery vendor refuses to cooperate? Under UK consumer banking law, you have statutory protections—including Section 75 of the Consumer Credit Act 1974 and Chargeback schemes—to reclaim your money directly through your bank.
1. Section 75 of the Consumer Credit Act: High-Value Purchase Protection
If you pay for an item using a UK credit card (or approved Buy Now Pay Later agreement), the credit provider shares equal legal liability with the retailer under Section 75.
Single Item Threshold: The individual item or service must cost over £100 and up to £30,000. Note: A £120 grocery order consisting of multiple £5 items does not qualify; a single £150 coffee machine or garden set bought at a supermarket does.
Partial Card Payments: You do not need to pay the full price on your credit card. Paying even a £1 deposit on credit unlocks full Section 75 protection for the total value of the qualifying purchase.
Time Limit: You generally have up to 6 years (5 years in Scotland) from the transaction date to raise a Section 75 claim.
2. Chargeback Scheme: Debit & Everyday Grocery Claims
Because Section 75 does not cover debit card purchases or individual items under £100, the Chargeback scheme serves as the primary reclaim mechanism for routine supermarket orders.
Coverage: Works on Visa, Mastercard, and American Express transactions across both debit cards and credit cards.
No Minimum Spend: Applies to purchases of any amount, whether it is a £15 missing delivery item or a £90 weekly shop.
Strict Time Limits: You must initiate a chargeback claim with your bank within 120 days of the transaction date or expected delivery date.
Section 75 vs. Chargeback at a Glance
| Feature | Section 75 Claim | Chargeback Scheme |
| Legal Basis | Statutory UK Law (Consumer Credit Act 1974) | Payment Card Network Rules (Visa/Mastercard) |
| Payment Method | Credit Cards & qualifying BNPL | Debit Cards, Credit Cards, Charge Cards |
| Purchase Value | Single item over £100 up to £30,000 | Any amount (No minimum limit) |
| Claim Window | Up to 6 years (5 years in Scotland) | Strict 120-day limit |
| Best Used For | High-value store appliances, electronics, furniture | Undelivered groceries, duplicate charges, billing errors |
Consumer Rights Act 2015: Your In-Store Rights
When buying food or goods in-store or online, the Consumer Rights Act 2015 guarantees that all items must be of satisfactory quality, fit for purpose, and as described.
Right to Reject (0–30 Days): If you purchase spoiled, faulty, or incorrectly labeled items, you have the legal right to reject the item for a full cash refund within 30 days.
Online Home Deliveries: Under the Consumer Contracts Regulations, you also have a 14-day “cooling-off” period to cancel non-perishable goods ordered online without penalty.
Step-by-Step: How to Process Your Claim
Contact the Retailer First: Banks require proof that you attempted to resolve the dispute with the supermarket customer service team before escalating.
Gather Evidence: Keep digital receipts, order confirmation emails, delivery notes, and photos of damaged or missing items.
Submit Your Bank Claim: Log into your mobile banking app or call your card issuer. State clearly whether you are requesting a “Chargeback” or filing a “Section 75 Claim.”
Financial Ombudsman Escalation: If your bank rejects a valid claim, you can escalate the dispute to the independent Financial Ombudsman Service (FOS) free of charge.