Faulty goods refund letter (UK, Consumer Rights Act 2015)
A free template you can copy and fill in. Replace the words in [square brackets] with your own details. This one is for the UK.
Faulty goods: asking for a refund (UK)
Something you bought in the UK is faulty, and you want your money back. Under the Consumer Rights Act 2015, you can usually reject faulty goods for a full refund within 30 days of getting them.
Dear [Shop or company name], Order number: [order number] On [date] I bought [item] for [price], and it was delivered on [date]. It is faulty: [describe the fault, e.g. it stopped working after two days]. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. As it is within 30 days of delivery, I am rejecting the item and asking for a full refund to my original payment method. Please reply by [a date about 14 days away] to confirm the refund and how you'd like the item returned. Yours faithfully, [Your name]
- The 30 days start when you get the item. After 30 days the shop usually gets one chance to repair or replace it first.
- Keep the item, the receipt or order email, and photos of the fault.
- Citizens Advice can explain your rights for your exact situation, including services and digital content.
Want it written for your situation?
Tell Alice what happened and she'll write the letter in the tone you want, then open it in your own email app ready to send. Leave out bank and card numbers: she never needs them.
Try Alice freeA general template, not legal advice. Check your contract or agreement, and get free advice where you live if you're unsure of your rights.