Self-help templates
Consumer Complaint and Refund Request Letter
A letter to a seller or service provider asking for a refund, repair or replacement, with proof and a deadline.
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Licence: this document is for your personal use only. You may not resell, share, copy or republish it, or use its content, without the written permission of TheLawToKnow.
How to use it
- When: you bought goods, a service, a ticket, a trip or a subscription and it was defective, not as described, not delivered, cancelled or wrongly charged, and you want a refund, repair, replacement or other remedy.
- Before you send: find your proof (order, receipt, invoice, photos, messages) and note the dates. Check the seller's own returns and complaints policy and any statutory time limits.
- Fill in everything in [square brackets] and delete the options you do not use. Say clearly what went wrong and the remedy you want.
- Keep it calm and factual. Include the amount and a reasonable deadline.
- Send it by a method you can prove: e-mail through the seller's official complaints address, or registered post. Keep a copy and the proof.
- Not for: a dispute about a business-to-business contract (use the notice of breach), or a case where you already agreed a settlement.
What is inside
- Art. 1. Customer (sender)
- Art. 2. Seller or provider (recipient)
- Art. 3. The purchase
- Art. 4. The problem
- Art. 5. Earlier contact
- Art. 6. What I ask
- Art. 7. If you do not resolve this
- Art. 8. Contact
- Notes on the clauses and a checklist of what to check under your country's law
Also in the bundle: When something goes wrong (19 €)
What these templates are not
- They are self-help templates, not legal advice, and they do not replace a lawyer.
- Laws differ from country to country, and some rules cannot be changed by contract. Each template ends with a checklist of what to check where you live.
- For a high-value or unusual situation, ask a local lawyer or notary to look at the final text.
TheLawToKnow Tools. Self-help template. Not legal advice. Check the law currently in force. Written with the help of AI tools and reviewed by a lawyer-author.