Marks & Spencer makes major change to returns policy - here’s what you need to know (aff)

Marks & Spencer has made a change to its returns policy. The change applies to both online and in-store purchases, though some items, like sale products, personalised goods, or hygiene-sealed items, may have slightly different rules.

From 24 March 2026, shoppers now have 28 days to return items for a refund.

For M&S customers, this means a bit more clarity. You now have about four weeks to decide if something’s right for you, which is handy if you’re buying clothes for a special occasion or just trying something new. It also makes the returns process less confusing, since the policy now aligns more closely with what most shoppers expect. Click here to see the full returns and refunds policy.

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If you’re comparing M&S to other retailers, Next has had a similar 28-day returns window for a while, covering both full-price and sale items, as long as they’re in good condition. The details vary slightly, like how refunds are handled for certain products, but overall, M&S is now on a similar level to other high-street favourites.

The standard UK law states shoppers buying online have a 14-day cooling-off period to change their minds. After telling the retailer you want to cancel, you usually have another 14 days to send the item back giving shoppers a 28-day window for returns.

Retailers must refund both the product cost and standard delivery within 14 days of getting the item back. For items bought in-store, there’s no legal requirement to take returns just because you’ve changed your mind, though most stores, including M&S, do offer it as a courtesy.

M&S’s updated 28-day returns policy makes things simpler and more predictable. It gives shoppers plenty of time to decide and helps the store keep up with other big UK retailers. For anyone worried about getting stuck with something that doesn’t work, this change makes returns a little easier and less stressful.

Natalie Dixon is our Lifestyle reporter, if you liked this article and want to read more about fashion, beauty and lifestyle you can follow Natalie Dixon on X here.

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