Worried you're stuck with a faulty product?
How to get a refund, repair or replacement
Faulty goods
Do you know your rights if something you buy develops a fault? Goods must be as described, of satisfactory quality and fit for purpose. If not, you could get your money back - our guides can help.
Return faulty goods
Don't despair if you're confused by your legal rights when returning faulty goods, we can help you get a refund, repair or replacement.
Template Letters
Free download
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.
Free download
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.
Free download
Letter to ask for a faulty item to be repaired or replaced
Don’t be fobbed off if you want a retailer to repair or replace a faulty product. Use our letter to ensure the retailer takes action.
Free download
Letter to claim a refund for a faulty digital download
If you buy a digital download and it's faulty you may be able to claim a refund. Use this letter to claim a refund for a faulty download.