Faulty Goods Refund Request Letter Template

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 Checker for guidance specific to your situation.