How long do I have to reject faulty goods?

In the UK you have a short-term right to reject within 30 days of purchase for a full refund. After that the retailer may repair or replace first.

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Free faulty product refund letter template

Send this letter to a retailer when an item you bought is faulty, broke quickly, or is not as described. It puts your rejection of the goods in writing and starts the clock on your legal remedy.

Who this letter is for

Demand a full refund for goods that are faulty, damaged or not as described. 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

1Note the purchase date, order number, price paid and the exact fault.
2Download the template and describe the fault factually, without emotion.
3State the remedy you want: refund, repair or replacement, and the legal basis for it.
4Attach the receipt and photographs of the fault.
5Give the retailer 14 days, then pursue a chargeback or small claim.

What to include before you send it

Say clearly whether you want a refund, repair or replacement — pick one.
Mention the date of purchase and how soon the fault appeared.
Attach photos of the fault and a copy of the receipt or order email.

The rights you are relying on

Consumer Rights Act 2015 (UK), state implied-warranty and FTC rules (US), and the consumer guarantees in the Australian Consumer Law.

The letter template

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

Customer Services
[Retailer name]
[Retailer address]

Re: Faulty goods — order [ORDER NO], purchased [DATE]

Dear Sir or Madam,

On [DATE] I bought [ITEM] from you for [AMOUNT] (order number [ORDER NO]). The item is faulty: [describe the fault in one or two plain sentences, and when it started].

Goods must be of satisfactory quality, fit for purpose and as described. This item is not, and I am therefore rejecting it and requesting a full refund of [AMOUNT] to my original payment method.

Please confirm within 14 days how you will collect the item at your own cost. I am not willing to accept a credit note or store voucher in place of a refund.

If I do not receive a full refund within 14 days, I will raise a chargeback with my card issuer, report the matter to [trading standards / the relevant consumer regulator] and pursue the amount through the small claims process.

Yours faithfully,

[Your name]

Enclosures: receipt, photographs of the fault.

Frequently asked questions

How long do I have to reject faulty goods?: In the UK you have a short-term right to reject within 30 days of purchase for a full refund. After that the retailer may repair or replace first.

Have it drafted around your case

Keep the free template, or for £0.59 our drafting desk prepares it with your names, dates, sums and evidence — with an email version, a follow-up notice and a step-by-step plan.

Commission my letter — £0.59

Or read more about our personalised refund letter.

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