Faulty Goods Refund Letter Template UK
Bought something that's broken, defective or not as described? The Consumer Rights Act 2015 gives you clear rights to a refund, repair or replacement. Here's exactly how to exercise them.
What the Law Says
Consumer Rights Act 2015, Sections 9–11
Every product sold to a consumer must be: (a) of satisfactory quality — free from defects, safe, durable and as a reasonable person would expect (Section 9), (b) fit for a particular purpose — if you told the seller what you needed it for (Section 10), and (c) as described — matching any description, sample or model shown (Section 11).
Key deadline: You have 30 days from purchase (or delivery) to reject a faulty product and get a full refund under the Consumer Rights Act 2015. After 30 days, you're limited to repair or replacement first. Don't wait — the clock started when you received the goods.
Your contract is with the retailer, not the manufacturer. If a product fails any of these three tests, the retailer is legally obliged to put it right. Don't let them send you to the manufacturer — that's not how the law works.
Your Remedies Timeline
| Timeframe | Your Right | What to Expect |
|---|---|---|
| 0–30 days | Short-term right to reject | Full refund. No need to accept repair or replacement. |
| 30 days – 6 months | Right to repair or replacement | Retailer gets one attempt. If repair/replacement fails, you're entitled to a full refund. |
| 6 months – 6 years | Right to repair, replacement or partial refund | You must prove the fault existed at time of purchase. Refund may have a deduction for use. |
When You Have a Valid Claim
You can claim if the product:
- Doesn't work properly — the product is defective or breaks down sooner than a reasonable person would expect
- Doesn't match the description — it differs from what was advertised, described on the packaging, or shown as a sample
- Isn't fit for purpose — you told the seller what you needed it for and it doesn't do that job
- Doesn't last a reasonable time — a £200 coat that falls apart after one wash, for example
You cannot claim if: you damaged the product yourself, you were told about the fault before purchase (e.g., sold as "seconds"), you simply changed your mind (though online purchases have a separate 14-day cooling-off period under the Consumer Contracts Regulations 2013), or the product has simply worn out through normal use over time.
What Your Letter Should Include
Faulty Goods Letter Checklist
- Your full name and contact details
- Date of purchase and where you bought it
- Product description (brand, model, colour, size)
- Price paid and proof of purchase reference (order number, receipt number)
- Clear description of the fault
- When you discovered the fault
- The remedy you're seeking (refund, repair or replacement)
- Reference to the Consumer Rights Act 2015 (cite Section 9, 10 or 11 as relevant)
- A reasonable deadline to respond (14 days is standard)
- Statement that you'll escalate if they don't respond
Have a clear case? LetterLift generates a professional Consumer Rights Act 2015 demand letter — tailored to your purchase and the remedy you're seeking.
Write Your Letter — £2.99Takes 90 seconds. No account needed.
Key tip: If you paid by credit card (over £100), you may also have a claim under Section 75 of the Consumer Credit Act 1974. See our Section 75 guide for details.
What Happens If They Don't Respond
Send a Letter Before Action
If the retailer ignores your initial complaint, send a "letter before action" giving them a final 14 days to resolve the matter. This is a required step before court proceedings and shows the court you tried to resolve things fairly.
Use Alternative Dispute Resolution (ADR)
Many retailers are registered with an ADR scheme or ombudsman. Check the retailer's website for their ADR provider. The Retail Ombudsman or Consumer Ombudsman can mediate for free. Online purchases in the UK can also use the UK International Consumer Centre.
Credit Card Chargeback or Section 75
If you paid by credit card (over £100), file a Section 75 claim with your card issuer. For debit card payments, request a chargeback. Both can recover your money even if the retailer refuses to cooperate.
Small Claims Court
For claims up to £10,000, use Money Claims Online (MCOL) to issue a claim. The fee is £35–£455 depending on the amount. No solicitor needed. Most retailers settle once they receive court papers.
Get a free letter template straight to your inbox
Not ready to generate your letter now? We'll send you a free template to keep.
✓ On its way. Check your inbox.
Get your faulty goods letter now
Professional letter citing the Consumer Rights Act 2015. Personalised with your purchase details and the remedy you're seeking.
Write Your Letter — £2.99Takes 90 seconds. No account needed.
Frequently Asked Questions
Common questions about faulty goods rights in the UK.
What are my rights if I bought something faulty?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Within 30 days of purchase, you have the right to a full refund. Between 30 days and 6 months, you can request a repair or replacement (seller gets one attempt). After 6 months, the burden shifts slightly, but your rights continue for up to 6 years.
Do I need a receipt to claim for faulty goods?
No — you just need proof of purchase, which could be a bank statement, order confirmation, or email receipt. A physical receipt is ideal but not required. The seller cannot legally refuse a refund solely because you don't have the original receipt.
What if the seller says the fault is my fault?
Within the first 6 months, it's presumed the fault existed at the time of purchase — the seller must prove otherwise. After 6 months, you may need to prove the fault was pre-existing. An independent assessment or engineer's report can help if the seller disputes your claim.
Can I claim for faulty goods bought online?
Yes, and you have additional rights. For online purchases, you also have 14 days to return an item you've simply changed your mind about (the "cooling off" period) under the Consumer Contracts Regulations 2013. Combined with the Consumer Rights Act, online buyers have strong protections.