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4 March 2021

Letter to refuse paying the cost of returning a faulty item

If you wish to return a faulty item bought online, you shouldn't incur the cost of returning it. If the retailer is insisting you pay, use this letter to challenge them.
W
Which?Editorial team

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]

[Date]

 

Dear Sir/Madam,

Reference: [order number]

On [date], I placed an order for a [item] and it was delivered by you on [date].

I have discovered that the [item] has the following problem: [give details].

The Consumer Rights Act 2015 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. 

Any returns policy that says I have to cover the cost of returning items must only relate to the situation where I change my mind about the item ordered and not where there is a problem with the item. 

I should not lose out financially as a result of your breach of contract and accordingly all costs of returning the item should be met by you. 

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 faithfully,

[Your name]

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