Last reviewed March 2026 — LetterSure editorial team
A retailer is refusing your refund or ignoring your request. UK consumer law gives you strong rights — here is how to write a formal refund request letter that gets results.
Under the Consumer Rights Act 2015, you have the right to a full refund within 30 days if goods are faulty, not as described, or not fit for purpose. For online purchases, the Consumer Contracts Regulations 2013 give you an additional 14 day cooling-off period to cancel and return goods for any reason — even if they are not faulty.
For services, you are entitled to a refund if the service was not carried out with reasonable care and skill. Always write to the retailer or service provider — your contract is with them, not the manufacturer.
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Generate my refund letter — £6.99Faulty or damaged goods
The item was broken, damaged, or developed a fault within a reasonable time of purchase.
Not as described
The item does not match its description, listing, or the sample you were shown.
Not fit for purpose
The item does not do what it is supposed to do, or what you told the seller you needed it for.
Online purchase cancellation
You bought online and are within your 14 day cooling-off period — no reason needed.
Service not delivered properly
A service was not completed, was completed poorly, or was not as agreed.
Item not delivered
Your order never arrived and the retailer has failed to resolve it.
Your name and address
Include your full contact details so the retailer can respond.
Order number or proof of purchase
Date of purchase, order number, or receipt reference — any proof of purchase is acceptable.
Description of the item or service
Name, model, or description so there is no confusion about what you are referring to.
Why you are requesting a refund
State your grounds clearly — faulty, not as described, cooling-off period, etc.
What you want
A full refund, partial refund, or replacement — be specific.
How you paid
This is relevant if you need to escalate to a Section 75 claim or chargeback.
A deadline
Give the retailer 14 days to respond before you escalate.
If the retailer refuses a valid refund request, you have several options. If you paid by credit card, raise a Section 75 claim with your card provider — this gives you the same rights against your card issuer as the retailer for purchases over £100. If you paid by debit card, request a chargeback through your bank.
You can also escalate to the relevant ombudsman or Alternative Dispute Resolution scheme for that retailer's sector. Citizens Advice can help you identify the right route. For online marketplaces, the platform's buyer protection scheme may also apply.
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Am I entitled to a refund in the UK?
You are entitled to a full refund within 30 days if goods are faulty, not as described, or not fit for purpose. For online purchases you also have 14 days to cancel for any reason. For services, you are entitled to a refund if the service was not carried out with reasonable care and skill.
Can a retailer refuse to give me a refund?
A retailer can refuse if goods are not faulty and you simply changed your mind about an in-store purchase with no returns policy. However they cannot refuse if goods are faulty, not as described, or not fit for purpose. Online purchases have a 14 day cancellation right regardless.
Do I need a receipt to get a refund?
No. Any proof of purchase is acceptable — a bank statement, credit card statement, or order confirmation email. Retailers cannot insist on the original receipt as the only proof of purchase.
What can I do if a retailer refuses my refund?
Raise a Section 75 claim with your credit card provider if you paid by credit card, or request a chargeback through your bank if you paid by debit card. You can also escalate to the relevant ombudsman or Alternative Dispute Resolution scheme.
How long does a refund take in the UK?
For online cancellations, retailers must process refunds within 14 days. For other refunds there is no fixed legal timescale but 14 days is considered reasonable. If a refund is taking longer, write a follow-up letter referencing your original request.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.