Letter Before Action — Faulty Goods Template & Generator

If you need to final demand before claiming for faulty goods not refunded or replaced, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong letter before action — faulty goods should include, plus a free tool to generate yours.

What this letter needs to cover

• Describe the goods, purchase price and date of purchase
• Set out the specific fault and when it appeared
• Reference the Consumer Rights Act 2015 right to repair, replacement or refund
• State the remedy sought
• Give 14 days to respond
• State intention to issue small claims court proceedings

Escalating a faulty goods dispute to a formal final demand

If a retailer has ignored or refused a reasonable request to refund or replace faulty goods, a formal letter before action sets out your final position clearly, referencing your specific rights under the Consumer Rights Act 2015, before proceeding to small claims court.

What to include before you send it

• Details of the purchase and the fault, with reference to previous correspondence
• Your specific right under the Consumer Rights Act 2015 (refund, repair, or replacement, depending on timing)
• The exact amount you're claiming
• A final deadline, typically 14 days, before court proceedings begin

Being precise about which stage of your rights applies

For 30 days after you get them, you can reject faulty goods for a full refund. After that, the business gets one go at a repair or a replacement. If that fails, you can ask for a price reduction or reject the goods for a refund. A fault that shows up within 6 months of delivery is taken to have been there from the start, unless the business proves otherwise. Being specific about which stage applies to your situation makes your final demand harder to dismiss or dispute.

Frequently Asked Questions

What if the retailer has already attempted one repair that failed?
If one repair or one replacement has not fixed it, you can ask for a price reduction or reject the goods for a refund.

Is there a minimum amount needed to bring a small claims case?
There's no strict minimum, though the process is designed for claims up to £10,000 in England and Wales. In Scotland and Northern Ireland the limit is £5,000.

See our full letter template & generator library for related letters, or use our free checkers for guidance specific to your situation.