Leading retailers are facing criticism after an investigation by Which?, a UK-based consumer rights organization, revealed that many failed to properly refund customers for returned goods. In the study, Which? sent 12 mystery shoppers across Great Britain to purchase over 200 items from 17 major online retailers in June and July. The shoppers returned the items by post, tracking the process, including the cost of returns and whether they received the correct refund. John Lewis stood out as the only retailer to receive Which?'s new "recommended provider for returns" status, praised for its efficient returns process. In contrast, other retailers, like Matalan, struggled to meet expectations. Matalan failed to refund customers properly in several cases, refunding the cost of returned products for only seven of Which?'s 12 mystery shoppers. None of the shoppers received a refund for their original delivery fee. In one case, a shopper returned an item costing £3.99 but ended up £9.98 out of pocket after not receiving a refund for the £3 delivery cost and £2.99 return cost. A shopper also noted that the returns label in the bag was faded and difficult to read. Matalan has not yet responded to requests for comment. Under UK law, specifically the Consumer Contracts Regulations 2013, online shoppers have the right to cancel an order within 14 days of receiving it, with an additional 14 days to return the goods. Retailers must refund customers within 14 days of receiving the returned item, though some products are exempt. Retailers can charge for returns, but they must refund the standard delivery charge originally paid. However, customers are not entitled to a refund for any additional premium paid for faster delivery. River Island and Sports Direct failed to refund the original delivery fee in any of the cases tested by Which?, despite legal requirements to reimburse standard delivery charges when customers exercise their statutory right to cancel an online purchase. A Sports Direct spokesperson said they could not provide meaningful comment on the mystery shopper claims and requested details from Which? to understand the specific transactions. River Island has been approached for comment. Both retailers charge customers to return unwanted goods, which, combined with missing delivery refunds, left Which?'s shoppers significantly out of pocket. The investigation also found that Pets at Home refunded just six of Which?'s 12 mystery shoppers for returned products. Pets at Home stated they regularly review their policies and encourage customers to contact them directly with any questions or concerns.