Use this letter to seek a refund from your credit card company for goods that you purchased, or part purchased, that were not delivered, faulty, not as described or not fit for their purpose. To use this letter, the item that you are seeking a refund for must have cost between £100 and £30,000. It can also be used for items purchased from outside of the UK.

This is a letter for when a purchaser of defective goods has attempted to exercise a legal right to have them repaired by the manufacturer but, that having failed, is now relying upon legal rights against the seller to claim compensation.

If a seller has denied responsibility for faulty goods which you have purchased from them, you can use this letter to reject their denial of responsibility. Before using this document, you need to have already complained to the seller about the faulty goods you purchased, either verbally or by letter, and received a response (incorrectly) stating that the responsibility lies with the manufacturer. If you have not yet complained to the seller, you can do so using our 'Request a refund for faulty goods' letter or our 'Request repair of faulty goods at no charge to the buyer' letter as appropriate.

If you have purchased faulty goods, you can use this letter to seek a refund from the seller. Wherever goods are bought, they must "conform to contract". This means that they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale). It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

If you have purchased goods and either the seller has failed to deliver them on a specific date as agreed in your contract or if there is no such clause but an unreasonable amount of time has passed since you purchased the goods and they have not been delivered, use this letter to request a refund or terminate the agreement (as appropriate).

If you have purchased goods and they do not meet the description by which they were sold then you may use this letter to demand a full refund. The description may have been communicated to you through such means as the packaging, a brochure, an advertisement, during discussions with sales staff or on shop signs. Please note that you can only use this document in England, Wales or Northern Ireland.

If you have ordered goods for delivery and those goods are damaged when they arrive, you can use this document to request a replacement. If a replacement is not possible, the letter requests that a total refund be made for the purchase price of the goods as well as any postage costs incurred.

If you have purchased goods which are faulty and cause damage to any of your property, you can use this letter to seek compensation for the goods and also the price you have paid to repair or replace the damaged property. You should only replace the item if it is not possible or if it is not economical to have the item repaired. The total cost of repair/replacement should not exceed £1,000. It is only suitable for items which have been purchased within the UK.

If you have purchased goods from a shop or warehouse, indicated to the seller what you want the goods for and found after you purchased them that they were not suitable, you can use this letter to reject the goods and demand a refund. Under the Sale of Goods Act 1979 (as amended), all goods must be fit for their intended purpose. If they are not, you are entitled to a refund as long as you return the goods to the trader within a reasonable time. Please note that you cannot use this document for goods you have purchased over the internet or through a mail order catalogue.

If you buy a product that is faulty, you might prefer to have it repaired rather than demand a refund. This letter asks the supplier to repair the product for you free of charge and informs them that if the repair is not completed within the specified time period, you will expect a full refund from them. Under the Sale of Goods Act 1979 the buyer has the right to insist on the repair or refund of any item found to be defective.