Faulty Goods Refund Request Letter: Free Template and What to Include

Under the Consumer Rights Act 2015, goods you buy must be of satisfactory quality, fit for purpose, and as described. If they're not, you have clear legal rights to a repair, replacement, or refund — and a written letter to the retailer is the recommended first step, especially once informal attempts (a phone call, an in-store return) haven't worked.

Your rights under the Consumer Rights Act 2015

If goods turn out to be faulty, your rights depend on how long you've had them. Within the first 30 days, you're entitled to a full refund — this is the "short-term right to reject." After 30 days, the retailer gets one opportunity to repair or replace the item; if that repair or replacement fails, or isn't provided within a reasonable time, you're entitled to a full or partial refund. These rights sit with the retailer you bought from, not the manufacturer — it's the retailer's responsibility to sort out, even if the fault turns out to be the manufacturer's.

What the letter needs to cover

• Your details and the date — plus proof of purchase details (order number, date, price).
• A clear description of the fault — what's wrong, and when it became apparent.
• Reference to the Consumer Rights Act 2015 — stating the goods aren't of satisfactory quality, fit for purpose, or as described (whichever applies).
• What you want — a refund, repair, or replacement, depending on how long you've had the item and what you're entitled to.
• A reasonable deadline for a response — 14 days is standard.
• What happens if they refuse — that you're prepared to escalate to Trading Standards or the relevant ombudsman.

If you paid by credit card

If you paid by credit card and the item cost between £100 and £30,000, you may also have a claim against your card provider under Section 75 of the Consumer Credit Act 1974 — they're jointly liable with the retailer, which can be useful if the retailer has gone out of business or is refusing to engage.

If the retailer refuses

If the retailer won't resolve things, you can report them to Trading Standards, who can take enforcement action, though they don't typically resolve individual disputes directly. For genuinely stuck disputes, many retailers are signed up to a certified Alternative Dispute Resolution (ADR) scheme, and if the amount is significant, the small claims court is also an option. Keep your written correspondence, receipts, and any evidence of the fault throughout — it becomes your evidence if the matter needs to escalate. See our Consumer Rights Guide for guidance specific to your situation.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number / Email]
[Trader / Company Name]
[Trader Address]
[Date]

Dear [Name of Customer Service Manager or Trader Name],

Subject: Faulty Goods Refund Request – [Product Name / Order Reference]

I am writing to formally request a full refund for an item purchased from your company, in accordance with my statutory rights under the Consumer Rights Act 2015.

The details of my purchase are as follows:
* Item Description: [Name, model, or description of the product]
* Date of Purchase / Delivery: [Date you bought or received it]
* Order / Receipt Number: [Transaction reference number]
* Price Paid: £[Amount paid]

The goods are [not of satisfactory quality / not fit for purpose / not as described] for the following reasons:
* [Provide a clear, factual description of the fault, e.g., the washing machine stops mid-cycle / the laptop screen flickers constantly].

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. As I am rejecting the goods within 30 days of delivery, I am exercising my short-term right to reject the goods and claim a full refund of £[Amount paid].

Please arrange for the refund to be processed to my original payment method within 14 days, along with instructions on how you would like me to return the item at your expense.

If I do not hear from you within 14 days, I will take the matter further.

Yours sincerely,

[Your Signature]
[Your Printed Name]