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Free ACL major failure refund letter template

Use this Australian template to explain why a product or service has a major failure and identify the remedy you choose under consumer guarantees.

Who this letter is for

Reject goods or terminate a service and request a refund after a major failure under Australian Consumer Law. It is written in the formal register companies, landlords and card issuers expect, and it records the facts, the remedy sought and the deadline in a way that supports any later escalation to an ombudsman or the courts.

How to use this template

  1. 1Keep proof of purchase.
  2. 2Explain why the failure is major.
  3. 3Choose the remedy available to you.
  4. 4List foreseeable loss with receipts.
  5. 5Escalate to the state agency or tribunal if needed.

What to include before you send it

  • Explain why a reasonable consumer would not have bought it had they known of the problem.
  • For goods, state clearly whether you choose a refund or replacement.
  • Attach the receipt and evidence of the defect.

The rights you are relying on

Australian Consumer Law consumer guarantees provide a choice of refund or replacement for a major problem with goods, and cancellation plus compensation for a major service failure.

The letter template

[Your name]
[Your address]
[Email address] · [Phone number]
[Date]

Customer Service Manager
[Business]

Re: Australian Consumer Law remedy — [PRODUCT / SERVICE], receipt [NUMBER]

Dear Manager,

I purchased [PRODUCT / SERVICE] on [DATE] for [AMOUNT]. It has failed because [FAULT OR SERVICE FAILURE]. I notified you on [DATE], and [RESPONSE].

I consider this a major failure under the Australian Consumer Law because [it is substantially unfit for purpose / unsafe / significantly different from its description / a reasonable consumer would not have acquired it knowing the problem].

I therefore [reject the goods and choose a full refund / terminate the service contract and request a refund of AMOUNT]. I also claim [AMOUNT] for reasonably foreseeable loss, supported by [EVIDENCE], if applicable.

Please confirm the remedy within 10 business days. If unresolved, I will consider my state or territory consumer agency and the relevant tribunal.

Yours faithfully,

[Your name]

Enclosures: proof of purchase, photographs or report, loss receipts and correspondence.

Turn this example into your own formal letter

The £0.59 option creates one formal letter using your names, dates, sums and evidence. The £3.99 Case File also includes an email, evidence checklist, action plan and follow-up notice.

Uses the facts you provide Includes a clear response date
Personalise this letter — £0.59

Or read more about our personalised ACL refund letter.

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Free faulty product refund letter templateDemand a full refund for goods that are faulty, damaged or not as described.Free final complaint letter template — company not respondingA firm final-notice letter for a company that is ignoring you.Free chargeback request letter templateAsk your bank or card issuer to reverse a card payment.Free insurance claim rejection appeal letter templateAppeal a rejected or underpaid insurance claim before going to the Ombudsman.

Browse the full library of free refund and cancellation letter templates.