Returning goods: your legal rights Sample letters
Use these sample letters when you want a retailer to deal with something you have bought that is faulty. You can adapt the text if you are making your complaint by email or through the company's website.
To reject a product that is faulty
(Your address)
(Company/ supplier address)
Dear
(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 sincerely
If an online or mail order retailer refuses to let you cancel an order or contract 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 seven working days starting the day after I receive the goods 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
To reject a gift that is faulty or has a problem
You have only a 'reasonable' time to do this: normally just three or four weeks.
(Your address)
(Company/supplier address)
Dear
(Reference: contract number)
On (date) I received an (item) purchased from you by (name of person who gifted the item).
I have discovered that the (item) has the following problem: (add details).
At the time of sale (name) made it clear that the (item) was being bought as a gift for me. Under the Contracts (Rights of Third Parties) Act 1999 I have the same legal right to goods that are 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 (£ 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.
I look forward to hearing from you in the next seven days.
Yours sincerely