Consumer Refund Demand — Consumer Rights Act 2015

Demand a refund for faulty goods under the Consumer Rights Act 2015, relying on the 30-day short-term right to reject.

When to use this template

Use this letter within 30 days of purchasing goods that are faulty, not as described, or not fit for purpose. The Consumer Rights Act 2015 gives you a clear right to a full refund within 30 days. After 30 days (but within 6 months), you are entitled to a repair or replacement first, but can seek a refund if these fail.

When NOT to use this template

Do not use this letter for services (use a separate complaint letter) or for purchases between businesses. If you are outside the 30-day window, your rights still exist but the retailer has a right to attempt a repair or replacement first.

Legal Basis

Consumer Rights Act 2015 (CRA 2015), ss.9 (satisfactory quality), 10 (fitness for purpose), 11 (as described), 20 (right to reject within 30 days), 23 (right to repair or replacement), 24 (right to price reduction or final rejection). The Sale of Goods Act 1979 applies to contracts formed before 1 October 2015.

Common Mistakes to Avoid

✗Missing the 30-day window — after 30 days you lose the automatic right to a full refund
✗Returning goods without a written record — always send a letter and keep proof of postage or delivery
✗Accepting a voucher or store credit when you are entitled to a cash refund
✗Dealing with the manufacturer rather than the retailer — your contract is with the seller

Build Your Letter

Fill in your details

Complete the fields below. Required fields are marked with *.

Your full name*

Your address*

Your email address*

Date of letter*

Retailer / seller name*

Retailer's address*

Description of the goods*

Date of purchase*

Amount paid (£)*

Description of the defect or problem*

Date defect was discovered*

Optional fields

Order or receipt number

Payment method

Relevant CRA 2015 sections

Return arrangements

Letter preview

[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL ADDRESS]

[DATE OF LETTER]

Customer Services / Manager
[RETAILER / SELLER NAME]
[RETAILER'S ADDRESS]

---

Dear Sir or Madam,

**FORMAL DEMAND FOR REFUND — CONSUMER RIGHTS ACT 2015**

I write to demand a full refund for goods purchased from you, which do not conform to contract.

**Details of the purchase**

Description of goods: [DESCRIPTION OF THE GOODS]
Date of purchase: [DATE OF PURCHASE]
Order/receipt number: [ORDER OR RECEIPT NUMBER]
Amount paid: £[AMOUNT PAID (£)]
Method of payment: [PAYMENT METHOD]

**Nature of the defect or non-conformity**

The goods do not conform to contract for the following reason(s):

[DESCRIPTION OF THE DEFECT OR PROBLEM]

The goods are therefore in breach of the following implied terms under the Consumer Rights Act 2015:

[RELEVANT CRA 2015 SECTIONS]

**My right to a refund**

Under Section 20 of the Consumer Rights Act 2015, where goods do not conform to contract, I have the right to reject the goods and receive a full refund within 30 days of purchase. My purchase was made on [DATE OF PURCHASE] and the defect was identified on [DATE DEFECT WAS DISCOVERED], which is within that 30-day period.

I therefore exercise my short-term right to reject these goods and demand a full refund of £[AMOUNT PAID (£)] within 14 days of the date of this letter.

**Return of goods**

[RETURN ARRANGEMENTS]

**If you do not comply**

If you fail to provide a full refund within 14 days, I will issue a claim in the County Court (Small Claims Track) without further notice, and will seek the refund plus court fees and interest.

If I paid by credit card, I may also make a Section 75 claim against my card issuer under the Consumer Credit Act 1974.

Yours faithfully,

[YOUR FULL NAME]

Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.