An online purchase that doesn't match, a defective product, or a substandard service: you have the right to request a refund. The key is framing your request properly to maximize your chances.
Your Rights: The Cooling-Off Period
For online or distance purchases, EU law grants a 14-day cooling-off period — no justification needed. In the UK, the Consumer Contracts Regulations provide the same 14-day right. In the US, policies vary by retailer, but defective goods are covered by implied warranty laws.
Essential Information
- Order number and purchase date
- Precise description of the product or service
- Amount to be refunded
- Reason for the request (withdrawal, defect, non-conformity)
- Preferred refund method (bank transfer, store credit, card)
- Copies of supporting documents (receipt, photos of defect)
Getting the Tone Right
Stay factual and polite. Reference applicable consumer laws. Set a reasonable response deadline (14 days). A clear, documented request gets a refund faster than an angry complaint.
If They Refuse: Your Options
If the seller refuses or doesn't respond within 30 days, contact an ombudsman, file a chargeback with your bank, or use the EU Online Dispute Resolution platform. Small claims court is always an option as a last resort.
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