Letter to Claim a Refund, Replacement or Repair of Damaged Goods

This is a letter that can be used to request a refund, repair or replacement of goods that are either damaged or do not meet the suppliers' description. This document can only be used by a private individual and not by a business and can be used by persons in all parts of the United Kingdom.

The document provides a simple template that enables a consumer to make their request in accordance with their legal rights, and to request further details regarding the process of returning, replacing or repairing the damaged or unsuitable goods. In the document, the consumer should state:

• what goods they ordered and received from the business;
• the reasons why the goods are unsatisfactory or defective or detail the damaged state they were received in; and
• if they would like the goods to replaced, repaired or a refund.

Where a consumer has ordered goods from a business but has not received them they may wish to use the Letter to Request Delivery or Refund of Undelivered Goods.

How to use this document

Once the document has been completed and the consumer has requested a refund, repair or replacement of the goods, it should simply be sent to the business that supplied the goods. The consumer should then wait for them to reply and to confirm the next steps. The letter can be posted to the business or it can be sent to them by email. Where the business does not respond within a reasonable timeframe, most normally at least 2 weeks, the consumer may wish to take further action in court.

The letter should be sent as soon as possible after the goods were purchased or received. However, there is no immediate time in which a request must be made.

Applicable Law

Consumer Right Act 2015

Help from a lawyer

You can choose to consult a lawyer if you need help.

The lawyer can answer your questions or help you through the process. You will be offered this option when you complete the document.

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.