ActionLetter to get a refund if your item is faulty

If you have bought a faulty item, or an item that has developed a fault, you have the right under the Sale of Goods Act to ask for a repair, refund or replacement.

Use this letter template if you are asking a retailer to refund you for a faulty item. 

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, fit for purpose and of satisfactory quality. 

As you are in breach of contract I am rejecting the [item] and request that you refund the sum paid to you of [price].

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.

If I do not receive your satisfactory proposals for settlement of my claim within seven days of the date of this letter, I intend to issue a claim against you in the county court without further reference to you.

Yours faithfully,

[Your name here]

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