Don’t be fobbed off if you want a retailer to repair or replace a faulty product. Use our letter to ensure the retailer takes action.
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[Your address and contact number]

[Company/supplier’s address]


Dear Sir/Madam,

[Reference: contract number]

On [date], I [bought/placed an order for] a [item] and received it on [date]. I have discovered that the [item] has the following problem: [add details].

The Consumer Rights Act makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. 

As you are in breach of contract, I am entitled to have the [item] [repaired/replaced] and I would request that you confirm you will do this within the 14 days from the date of this letter.

I also require you to confirm whether you will arrange for the [item] to be collected or will reimburse me for the cost of returning it.

I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

Yours sincerely,

[Your name]

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Faulty item to be repaired or replaced

Adrian Schwab from Which? Legal says: Don’t delay if you need to make the trader aware that the purchased project is faulty, the quicker the consumer makes their complaint, means greater protection of their consumer rights!

Consumers’ have their strongest statutory rights within 30 days since the original purchase ( this is called the “Short Term Right to Reject”, so it is extremely important to never delay in making a complaint to the trader,advising of the faulty product and to seek a full refund. Also, once a complaint has started the clock stops.

Following the “Short Term Right to Reject” of 30 days, after this period the trader has one opportunity to repair or provide a replacement. If having given the trader the opportunity to repair or replace, should the project remain faulty, then the consumer can then exercise their right of final rejection (is this called the “Final Right to Reject”) and to formally reject the product and request a full refund (ideally in writing).

In addition, within the first six months and after the first 30 days of the initial purchase the onus is on the trader to prove that the product was not faulty when it was sold.