Online shopping problems Sample letters
Use these sample letters to make a complaint about your online shopping or catalogue shopping orders. You can adapt the text if you are making your complaint by email or through the company's website.
Rejecting a faulty item and getting a refund
Your address
Company/ supplier address
Dear
(Reference: contract number)
On (date) I placed an order for a (item) and this was delivered on (date).
I have discovered that the (item) has the following problem: (give 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 rejecting the (item) and request that you refund the sum paid to you of (£xxx).
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 hearing from you in the next seven days.
Yours sincerely
Asking the online shop or home shopping company to repair or replace a faulty item
Your address
Company/ supplier address
Dear
(Reference: contract number)
On (date) I placed an order for a (item) and this was delivered by you on (date).
I have discovered that the (item) has the following problem: (give 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 hearing from you.
Yours sincerely
If the shop disputes your right to cancel an order within the cooling-off period
Your address
Company/ supplier address
Dear
(Reference: contract/order number)
On (date) I placed an order for a (item). On (date) I wrote to you stating that I wished to cancel the order, but you have refused to accept this cancellation.
The Consumer Protection (Distance Selling) Regulations 2000 give me [from the time I place my order until seven working days from when I receive the goods (if you have bought goods)]/ [seven working days starting the day after the day I entered into the contract with you (if you have contracted for a service)] to cancel. I cancelled within this timeframe and the above regulations state that I am entitled to a full refund no later than 30 days from the date of my cancellation; accordingly, I look forward to receiving this refund no later than (date).
If I do not receive the sum of (£xxx) within the timeframe above then I shall commence court action with no further reference to you.
Yours sincerely
