Letter Requesting a Refund for Undelivered Goods

This Letter Requesting a Refund for Undelivered Goods is designed for consumers who have purchased goods from a trader (supplier or seller of goods or services), that were not delivered within the agreed time period.

Consumer who order goods online or over the phone have special legal rights when it comes to those goods' delivery. If the goods originate from within the European Union, they must be delivered within 30 days of ordering or at a specific date agreed by the Trader and Consumer. In the event of a delay in delivery or a 'no show', the consumer has two options: (1) they can arrange for delivery at a later date or (2) they can demand a full refund of the cost of the purchase and associated delivery costs. The Trader is obliged to answer this request.

This document enables users to assert their consumer rights by effectively communicating all information relevant to their claim for a refund or prompt deliver.

It identifies the basis of their claim, the date on which the purchase was made, the intended delivery date and the length of time they have been waiting for delivery.

It then describes the product at issue by including the purchase reference number and product inventory.

The exact form of redress required is clearly stated and supported by the relevant legislation.

How to Use this Document

This document can be used by any consumer seeking either a refund or prompt delivery of products whose arrival is delayed. This document should not be used by businesses purchasing goods to be used in the conduct of their business, as this document is designed to give effect to consumer rights under consumer law.

The user should fill in this document accurately and ensure to cross reference product terms and reference numbers with correspondences with the trader (invoices, order confirmations).

It is important in determining which legal norms regulate the purchase and its delivery, for users to identify if the trader in question operates in the EU or not. Different rules apply if the trader is outside of the EU.

When the user has filled in all the forms, the document should be downloaded and printed. The user should send the letter as soon as possible to the trader as the matter is time sensitive. The user should keep a copy of the letter for their personal records.

Applicable Law

For goods purchased within the EU, the Consumer Rights Directive applies. This law applies fully in Ireland. For goods purchased from Traders based in the UK, the British Consumer Rights Act applies. It confers basically the same rights as the EU Consumer Rights Directive.

How to modify the template

You fill out a form. The document is created before your eyes as you respond to the questions.

At the end, you receive it in Word and PDF formats. You can modify it and reuse it.