How long do I have to demand a full refund for faulty goods?

Under the Consumer Rights Act 2015, you have a clear right to a full refund within 30 days of purchasing goods that are faulty, not as described, or not fit for purpose. This is known as the short-term right to reject. If you are outside this 30-day window but within six months, you are entitled to a repair or replacement first, though you can seek a refund if these fail.

Can I use this refund demand letter for services or business purchases?

No, this specific refund demand letter is intended for goods only. You should not use it for services, for which a separate complaint letter is required. It also does not apply to purchases made between businesses. If you are outside the 30-day window, your rights still exist, but the retailer has the right to attempt a repair or replacement before issuing a refund.

Who should I send my refund demand to, and what should I avoid accepting?

You should direct your complaint to the retailer, not the manufacturer, because your contract is with the seller. Additionally, you should avoid accepting a voucher or store credit if you are entitled to a cash refund. It is also important to keep a written record of your complaint and proof of postage or delivery to support any future claims.

What happens if the retailer ignores my refund demand letter?

If the retailer fails to provide a full refund within 14 days of your letter, you may issue a claim in the County Court (Small Claims Track) without further notice. In this scenario, you can seek the refund plus court fees and interest. If you paid by credit card, you may also make a Section 75 claim against your card issuer under the Consumer Credit Act 1974.

Which law applies if I bought the goods before October 2015?

The Consumer Rights Act 2015 applies to contracts formed on or after 1 October 2015. For contracts formed before this date, the Sale of Goods Act 1979 applies. The Act provides specific rights regarding satisfactory quality, fitness for purpose, and goods being as described, along with the right to reject within 30 days.

← All Templates

Consumer

Consumer Law

Updated 2026-04-17

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.

This template was not drafted by a solicitor.

It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.

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.

Before you send

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

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.

Related Guides

Related Rights

Consumer

Official Resources

Citizens Advice — Consumer Rights →Which? — Consumer Rights Act →

Frequently asked questions

How long do I have to demand a full refund for faulty goods?: Under the Consumer Rights Act 2015, you have a clear right to a full refund within 30 days of purchasing goods that are faulty, not as described, or not fit for purpose. This is known as the short-term right to reject. If you are outside this 30-day window but within six months, you are entitled to a repair or replacement first, though you can seek a refund if these fail.
Can I use this refund demand letter for services or business purchases?: No, this specific refund demand letter is intended for goods only. You should not use it for services, for which a separate complaint letter is required. It also does not apply to purchases made between businesses. If you are outside the 30-day window, your rights still exist, but the retailer has the right to attempt a repair or replacement before issuing a refund.
Who should I send my refund demand to, and what should I avoid accepting?: You should direct your complaint to the retailer, not the manufacturer, because your contract is with the seller. Additionally, you should avoid accepting a voucher or store credit if you are entitled to a cash refund. It is also important to keep a written record of your complaint and proof of postage or delivery to support any future claims.
What happens if the retailer ignores my refund demand letter?: If the retailer fails to provide a full refund within 14 days of your letter, you may issue a claim in the County Court (Small Claims Track) without further notice. In this scenario, you can seek the refund plus court fees and interest. If you paid by credit card, you may also make a Section 75 claim against your card issuer under the Consumer Credit Act 1974.
Which law applies if I bought the goods before October 2015?: The Consumer Rights Act 2015 applies to contracts formed on or after 1 October 2015. For contracts formed before this date, the Sale of Goods Act 1979 applies. The Act provides specific rights regarding satisfactory quality, fitness for purpose, and goods being as described, along with the right to reject within 30 days.