Faulty goods? Ask for a refund, repair or replacement: free letter

What to do

1. Stick to the facts: what you bought, when, what went wrong, and what you want.
2. Keep receipts, order emails and photos together.
3. If they don't sort it, a consumer advice service where you live can explain your options.

If they say no

1. Step 1 · If the company says no, or doesn't reply by your date
   The consumer organisation in your country
   Search the Consumers International member directory for your country. They don't take complaints themselves, but their members can tell you where to go.consumersinternational.org/members
2. Step 2 · If you bought from a company in another country, or it was a scam
   econsumer.gov
   Report it at econsumer.gov. Consumer agencies in many countries use these reports to act on bad companies. It won't sort out your own complaint, but it helps stop it happening to others.econsumer.gov
3. Step 3 · Any time
   If you can't find the right place
   Search for "[your country] consumer protection authority" and use the result that ends in your government's own web address.

The letter

Please rewrite this letter to sound kinder.
Keep every gap in [square brackets] exactly as it is, word for word. Keep every fact and request.
Don't add any phone numbers, laws, deadlines or names.

Dear [Company name] customer service,

On [date] I bought [item or service] (order number [order number]) for [price].

[Describe the problem].

I'd like [What you want: a refund / a replacement / a repair]. Please reply by [a date about 14 days away] to let me know how you'll put this right.

Thank you,
[Your name]