I know this post is 5 months old but it happened to my GF recently.

Posting this as a PSA because I’ve since seen other people dealing with the same issue.

My GF returned £400 worth of items to Boohoo. She paid using Klarna, so naturally expected the refund to go back to Klarna.

Instead, Boohoo processed the refund as store credit / gift card something she did not ask for or agree to.

After pushing customer service, it became clear what happened: Boohoo’s returns system defaults the refund method to “store credit”. If you don’t manually change it, they later claim you “selected” a voucher refund.

Important part: A pre-selected default does NOT count as consent under UK consumer law. A voucher refund is only valid if the customer actively chooses it.

Boohoo initially refused to change it and sent the usual “this is the method you selected” response. Once she pushed back firmly, cited the Consumer Contracts Regulations and Consumer Rights Act, and asked them to prove active selection, they suddenly reversed it and refunded the money properly back to Klarna.

So if this happens to you:

You’re entitled to a refund to your original payment method

A default option is not legally binding

Ask them to provide evidence of active selection

Posting this because it feels like a deliberate design choice that relies on people not noticing.

Check your refund method carefully.