How American Express Purchase and Refund Protection has helped TPG UK readers

Jul 17, 2021

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You may be aware of some of the great benefits that come with American Express credit cards, such as generous welcome bonuses, lounge access and travel insurance. However, almost all U.K. American Express credit cards (with the exception of The Basic Card) also offer Refund Protection and Purchase Protection.

You may not be aware of just what this covers and how to use it, so we asked readers in our awesome TPG U.K. Facebook Lounge if they had any real-world experiences. And, we were overwhelmed with positive reviews — here’s how what these valuable features offer, and how they work in practice.

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Refund Protection

While most U.K. retailers are well aware of their legal obligations when it comes to refunds and exchanges, occasionally you may come across a retailer that doesn’t.

If you are having an issue with a retailer refusing to refund an item you purchase on an American Express credit or charge card, submit a claim with Amex using the Refund Protection feature and it will refund eligible items up to £200.

Some TPG readers have reported being reimbursed refunds higher than this amount.

“I spent £350 on clothes with this fake company (they looked legit at the time of purchase). I returned all the items via post but didn’t receive my refund and they were ignoring my many emails. I rang American Express to use the Refund Protection, sent them proof of postage for the return and my account was credited with all the money within a couple of days.” —Roya, TPG reader
“I booked a hotel in Spain at the start of the pandemic, the hotel closed but only offered me a future travel voucher to use within the next six months, which we wouldn’t be able to use with all the travel restrictions last summer. American Express reversed the transaction within 48 hours.” —Alun, TPG reader
(Photo by Thomas Barwick/Getty Images)
“I purchased a bed using my American Express card and the manufacturer supplied the wrong bed. After a lot of back and forth with the manufacturer, they went out of business so I contacted Amex, which refunded me the entire amount.” —Sam, TPG reader
“I claimed Airbnb charges and also the cost of theatre tickets, both of which could not be used due to COVID-19. I have to say one phone call to American Express to claim Refund Potection and no issue. Excellent customer service from Amex!” —Rich, TPG reader

Related: What are card chargebacks and purchase protections, and how do they work?

Purchase Protection

If your eligible item is either stolen or accidentally damaged up to 90 days after you’ve bought it with an American Express credit card offering Refund Protection, contact American Express and it will reimburse you up to £2,500.

Note that an excess of £50 applies per claim.

“I’ve used the Purchase Protection twice. One call and it was all sorted. American Express is hands-down one of the best credit card companies out there for service. Refunds are processed the next day, none of this three to five working days you see elsewhere. Obviously, the other benefits I receive from The Platinum Card from American Express U.K. are great, especially the lounge passes and multiple elite hotel states. Also, the card offers have been pretty good lately too.” —Shimal, TPG reader
“I bought an iPhone 12 Pro Max and broke the screen after two months. I claimed Purchase Protection through America Express and got the Apple repair fee (£300+) back on my account after only few days. They were excellent.” —Dimitri, TPG reader

Related: The UK’s most lucrative credit card perk: A review of the British Airways American Express Premium Plus Card

Bottom line

The Refund and Purchase Protections are a great feature of American Express credit cards that you may not know you have access to. The experiences of our TPG readers have all been very positive, usually a quick, no-fuss solution to the headache of trying to get a refund from a retailer or fix or replace a new item that was broken or stolen.
To use either of these features, you’ll need to purchase the item with an eligible U.K.-issued American Express credit or charge card (with the exception of The Basic Card) and contact the number on the back of your card to make a claim.
Featured image by Liam Spencer / The Points Guy

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.