This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Learn how Section 75 of the Consumer Credit Act protects online shoppers in the UK. This guide explains when you can claim against your credit card provider for purchases that go wrong, including non‑delivery, faulty goods, misrepresentation, time limits, and how to make a claim in England and Wales.
Online shopping is convenient, but problems can arise when goods don't arrive, are faulty, or the seller fails to honour a contract. In England and Wales, consumers have specific legal protections when they pay by credit card for online purchases. The most powerful of these is Section 75 of the Consumer Credit Act 1974, a statutory rule that extends your rights beyond the retailer and provides direct remedies against your credit card provider. This article explains how Section 75 works, when it applies, how to make a claim, its limitations, and related protections such as chargeback.
What Is Section 75 of the Consumer Credit Act?
Section 75 is part of the Consumer Credit Act 1974. It places joint and several liability on your credit card company alongside the retailer when you make purchases costing more than £100 and up to £30,000 using your credit card. In practical terms, this means that if something goes wrong with your online purchase - for example, the goods are not delivered, are faulty, or the seller misrepresented what was sold - you can recover your money from the credit card provider as if it were directly responsible.
This protection applies whether the goods or services were bought in the UK or from overseas, and whether the transaction was concluded online, by telephone or by mail order.
When Section 75 Protection Applies
Qualifying Transactions
To benefit from Section 75, three conditions must generally be met:
- Payment by credit card: The purchase must be made using a regulated credit card agreement. Section 75 does not apply to debit cards, prepaid cards, bank transfers or cash.
- Cost between £100 and £30,000: The total value of the goods or services must fall within this range. It is the overall value that matters, not the portion paid by credit card. For example, paying a deposit by credit card for an item costing over £100 can still attract protection for the full amount.
- Three‑party relationship: There must be a legal link between you (the debtor), the credit provider (credit card issuer) and the supplier (retailer). In many third‑party intermediary scenarios, such as some marketplace or payment processor transactions, establishing this link may be difficult.
What Section 75 Covers
Section 75 protection exists where a purchase has gone wrong in one or more of the following ways:
1. Non‑delivery of Goods or Services
If you pay for an item or service online and it never arrives or is not provided, Section 75 can be used to claim reimbursement from your credit card provider. This is especially helpful when a trader becomes insolvent or unresponsive.
2. Faulty or Defective Goods
If products delivered are defective, not of satisfactory quality, do not match their description or were misrepresented at the point of sale, Section 75 allows you to pursue compensation from your credit card issuer.
3. Misrepresentation by the Seller
Even where the seller has made a misleading description or promised features that are not delivered, Section 75 can protect the consumer. This applies even if the misrepresentation was not in writing.
How to Make a Section 75 Claim
Step‑by‑Step Process
- Try to Resolve With the Retailer
Before making a Section 75 claim, it is good practice to contact the seller in writing and try to resolve the issue. This helps demonstrate you made reasonable efforts before escalating to your credit card provider. - Contact Your Credit Card Provider
Notify your credit card company in writing that you are making a claim under Section 75 of the Consumer Credit Act 1974. Include details of the transaction, what has gone wrong, and copies of any correspondence with the seller. - Provide Evidence
Provide supporting evidence such as receipts, order confirmations, descriptions of the goods or services, delivery information and records of unsuccessful attempts to obtain a refund from the retailer. - Await a Response
Your provider should investigate your claim and respond. If the claim is accepted, the credit card company must refund you. If it is rejected or delayed, you may escalate.
Escalation to the Financial Ombudsman Service
If your claim is not resolved within the provider's internal complaints process or if you receive a final response you disagree with, you can refer your dispute to the Financial Ombudsman Service (FOS). The FOS is an independent body that can assess whether your credit card provider has acted fairly in refusing or delaying your claim.
Time Limits and Practical Considerations
Time Limits
While there is no strict statutory time limit in Section 75 itself, credit card providers and the FOS typically consider claims made within six years of the date of the purchase or, for non‑delivery issues, within six years from when the item should have been delivered. It is best to act promptly once a problem is identified.
Partial Payments and Deposits
You do not have to pay the full amount on the credit card to qualify. If you paid only a deposit by credit card for a larger transaction, Section 75 covers the total cost as long as the overall value falls within the qualifying range.
Limitations and Exceptions
- Third‑party intermediaries: When you pay through a marketplace or a payment processor, the direct legal link required for Section 75 may not exist. This can limit your ability to claim, although some platforms offer their own buyer protections.
- Other payment methods: Payments made via debit cards or “pay by bank” services do not attract Section 75 protection, though other mechanisms like chargeback may help in some cases.
- Group purchases: If a single transaction involves multiple items each costing less than £100, Section 75 may not apply even if the total exceeds £100.
Section 75 and Chargeback: Complementary Protections
Where Section 75 does not apply, you may still be able to use chargeback, a voluntary scheme operated by card networks such as Visa, Mastercard and American Express. Chargeback allows your provider to attempt to reverse the payment on your behalf if goods are not delivered, are faulty, or payment errors occur. Chargeback is not a statutory right like Section 75, but can work for both credit and debit card transactions of any value.
Practical Examples
- Faulty electronics ordered online: If a laptop arrives with significant defects and the retailer refuses a refund, you can make a Section 75 claim for the purchase price from your credit card provider.
- Holiday booking that never materialises: If an online travel company ceases trading before your holiday and you lose your deposit or full payment, Section 75 enables you to claim that loss directly from your card issuer.
- Misdescribed goods: If an online retailer advertises a product with features it does not have, and you have relied on the description in deciding to buy, Section 75 applies for misrepresentation.
Key Takeaways
Section 75 of the Consumer Credit Act 1974 provides robust protection for online shoppers in England and Wales who pay by credit card. It makes your credit card provider legally responsible alongside the retailer when purchases go wrong, offering a direct route to reclaim funds when goods are not delivered, are faulty, or the seller breaches contractual obligations. The protection applies to transactions between £100 and £30,000 and covers a wide range of online purchases, but not all payment methods. Understanding when and how Section 75 applies, and how it works in tandem with tools like chargeback, empowers consumers to protect their financial interests and seek redress effectively.
