ActionLetter to ask for a faulty item to be repaired or replaced

Under the Sale of Goods Act a retailer has a duty to repair, replace or refund faulty goods.

If you would like a retailer to repair or replace a faulty item and they have refused to help you, don't be fobbed off. Use this template letter to request that a retailer takes action.

If you'd rather speak to an adviser about your problem, call the Which? Consumer Rights Advice Line on 01992 822 829 to join today.

[Your address]

[Company/ supplier address]


[Reference: contract number]

On [date] I [bought/placed an order for] a [item], received it on [date]. I have discovered that the [item] has the following problem: [add details]

The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the [item] [repaired/replaced] and I would request that you confirm that you will do this within the next seven days.

I also require you to confirm whether you will arrange for the [item] to be collected or will reimburse me for the cost of returning it.

I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

Yours faithfully,

[Your name here]

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