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4 March 2021

Letter to get a refund if your item is faulty

Use this template letter if you want to claim a refund from a retailer for an item that developed a fault after you bought it.
Which?Editorial team

The Consumer Rights Act gives you the right to ask for a refund, repair or replacement if something you buy develops a fault.

The Consumer Rights Act applies to all purchases made on or after 1 October 2015. For purchase made before this date, the Sale of Goods Act applies. 

There is a file available for download. (37 KB). This file is available for download at .

[Your address and contact number]

[Company/supplier’s address]



Dear Sir/Madam,

[Reference: contract number]

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

The Consumer Rights Act 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]

There is a file available for download. (37 KB). This file is available for download at .