Practical letter guide
How to Request a Refund
A refund request letter should state what you bought, what went wrong, and the exact remedy you want — backed by proof of purchase. Your legal position is strongest when you match the request to the rights that actually apply to your purchase.
Quick summary
- Helps with
- Getting your money back for goods that are faulty, misdescribed or not delivered, or services not carried out with reasonable care.
- Usually sent to
- The retailer or service provider you paid — not the manufacturer, unless a warranty says otherwise.
- Intended outcome
- A refund, repair or replacement confirmed in writing within a stated timescale.
Regional notes
UK consumers have statutory rights under the Consumer Rights Act 2015 that apply regardless of store policy. US remedies combine the seller's own policy, state consumer protection law, and federal card-dispute rights — check which applies to your purchase.
On this page
When to use this letter
- The item is faulty, not as described, or unfit for its purpose.
- A service wasn't carried out with reasonable care and skill, or what was agreed wasn't delivered.
- An order never arrived and the seller won't resolve it.
When a different route fits better
- You simply changed your mind — that depends on the store's returns policy (or, for many UK online purchases, the 14-day cancellation rules), not faulty-goods rights.
- The dispute is really about an ongoing bill or account — a billing-dispute letter fits better.
Before you write
Gather these first — the letter almost writes itself once they are in front of you.
- Order number, receipt or invoice, and the date of purchase or delivery.
- Payment method — card payments can add dispute rights.
- Photos or videos of the fault, or the listing/description it fails to match.
- Records of previous contact: chat transcripts, emails, call dates.
- The seller's returns/refund policy, and any warranty terms.
UK: what the Consumer Rights Act 2015 actually gives you
Goods must be of satisfactory quality, fit for purpose and as described. If they're not, you have a short-term right to reject faulty goods within 30 days of ownership (purchase or delivery, whichever is later) for a full refund. After 30 days, you must normally give the trader one chance to repair or replace; if that fails or isn't possible, you can claim a refund or price reduction. A fault appearing within the first 6 months is presumed to have existed at purchase unless the trader proves otherwise — after 6 months, that burden flips to you. Cite the specific right that matches your timing.
US: policy first, then state law and card disputes
Start with the seller's own refund policy and any written warranty. If the seller refuses, the FTC recommends a written complaint and escalation to your state attorney general or consumer protection office. If you paid by credit card, federal billing-error rules let you dispute the charge in writing with your card issuer — the dispute must be sent within 60 days of the first statement showing the error, and the issuer must acknowledge within 30 days and resolve the dispute within two billing cycles (no more than 90 days).
If the seller says no
In the UK, ask for the seller's complaints procedure and a final response — many sectors then have a free ADR scheme or ombudsman, and card purchases may qualify for chargeback (or Section 75 protection on credit cards for qualifying purchases; check with your card provider). In the US, use the card-dispute route above, your state consumer protection office, and the seller's executive customer relations as escalation pressure. In both countries, small claims routes exist as a last resort — mention escalation factually, not as a threat.
What makes a strong letter
- Include order number, purchase date, item and amount paid in the first lines.
- Describe the fault factually and briefly — what it does, not how you feel.
- Name the right or policy your request relies on, matched to your timing.
- Attach proof of purchase and evidence of the fault, and reference each item.
- State the exact remedy: refund amount, repair or replacement.
- Set a clear, reasonable response deadline (14 days is common).
Letter structure you can follow
- Subject line: Refund request — order [number]
- Paragraph 1: What you bought, when, and how much you paid
- Paragraph 2: What is wrong, with evidence referenced
- Paragraph 3: The remedy you are requesting and the right or policy it rests on
- Closing: Response deadline and how to pay the refund
Useful wording
The item was delivered on [date] and developed the fault described within 30 days. I am exercising my short-term right to reject under the Consumer Rights Act 2015 and request a full refund of £[amount] to my original payment method.
If this is not resolved within 14 days, I will dispute the charge with my card issuer as a billing error and raise the matter with the [state] Attorney General's consumer protection office.
Adapt the wording to your facts — no wording guarantees a particular outcome.
Common mistakes
- Asking for 'compensation' vaguely instead of a specific refund amount.
- Contacting the manufacturer when your contract — and your rights — are with the retailer.
- Letting the trader make endless repair attempts without invoking the refund right that follows a failed repair (UK).
- Missing the 60-day window for a US card billing-error dispute.
- Sending original receipts rather than copies.
- Accepting store credit when you're entitled to money back — and only realising later.
What happens next
- Reputable sellers usually resolve documented faulty-goods requests within days.
- UK refunds for rejected faulty goods should go back to your original payment method once agreed.
- If refused, ask for the refusal and the complaints procedure in writing — it's the ticket to ADR, ombudsman or card-dispute stages.
- Keep the goods available for return or inspection until the dispute is resolved.
Ready to write yours?
Answer a few guided questions and generate a clear, structured draft you can fully edit before sending.
Sources
- legislation.gov.uk — Consumer Rights Act 2015 (Part 1, Chapter 2) (UK)
- Citizens Advice — Return faulty goods (UK)
- FTC — Using credit cards and disputing charges (US)
- FTC — Solving problems with a business (US)
Last reviewed 2026-07-13. Processes and deadlines change — always confirm against the official source for your nation or state before relying on a date.
This guide provides general information only. This tool provides AI-assisted drafting support and is not legal advice.