How to get a refund: your rights as a consumer
Faulty product, service that never arrived, double charge, ticket for a cancelled event — the law is on your side in most refund situations. The challenge is rarely the legal right; it is getting the company to actually process the refund instead of fobbing you off with store credit, an "exchange only" policy, or a long silence. A formal written refund request that cites the correct statute, sets a deadline, and threatens specific escalation usually does the job.
Trading Standards data in the UK shows that over 60% of consumer complaints settle in the consumer's favour when escalated to ADR or court — but the same data shows the majority of consumers never escalate at all. The trader's first response is often "company policy"; the law is what governs, not company policy.
The right to cancel a distance contract
UK: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 grant a 14-day cooling-off period for almost all online and phone purchases (regulation 29). The trader must refund the full amount, including standard outbound delivery, within 14 days of receiving notice or the goods (regulation 34). Items must be returned within 14 days of giving notice.
US: there is no federal cooling-off right for ordinary online purchases. The FTC Mail, Internet, or Telephone Order Rule (16 CFR Part 435) requires sellers to ship within the promised time (or 30 days if no time was promised) and offer a refund if they cannot. The FTC Cooling-Off Rule (16 CFR Part 429) covers door-to-door and certain off-premises sales of $25+ with three business days to cancel. Many states add their own protections — California's Song-Beverly Act, New York's General Business Law § 396-m, etc.
The right to a refund for faulty goods
UK Consumer Rights Act 2015 (Part 1, Chapter 2): goods must be of satisfactory quality, fit for purpose, and as described. If they fail, you have:
- A short-term right to reject within 30 days for a full refund (s. 22)
- A right to repair or replacement after that (s. 23)
- A final right to reject with refund if a single repair or replacement attempt fails (s. 24)
US: federal law gives you the Magnuson-Moss Warranty Act (15 USC §§ 2301–2312), which controls written warranties on goods costing more than $15. Every state implies a warranty of merchantability under UCC § 2-314 and a warranty of fitness for a particular purpose under UCC § 2-315 (except sales clearly marked "as is" — which is not allowed in some states such as Massachusetts and Connecticut for consumer sales). State lemon laws cover defective vehicles, and state UDAP statutes back deceptive-practice claims with attorney's fees.
What to put in the refund letter
- Your details and the order or account number
- The product or service, the purchase date, the delivery date, and the price
- A clear description of the fault or the cancellation right invoked
- The statute relied on (CRA 2015 s. 22, CCR 2013 reg. 29, FTC 16 CFR 435, UCC § 2-314, etc.)
- The remedy demanded: full refund to the original payment method, by a specific date
- A statement of your next step if refused (chargeback, ombudsman, small claims)
- Sent with proof of delivery
Escalation if the refund is refused
UK: if the purchase was on credit card and cost £100–£30,000, dispute under Section 75 of the Consumer Credit Act 1974 — the card issuer is jointly liable. Debit card and lower-value credit purchases qualify for a chargeback through your bank (a scheme rule, not a statutory right, with strict deadlines: usually 120 days). Beyond that, escalate to the relevant ombudsman (Financial, Communications, Furniture & Home Improvement, Retail) or file in the small claims track of the County Court (claims under £10,000).
US: dispute under the Fair Credit Billing Act (15 USC § 1666) for credit card "billing errors" and undelivered or unsatisfactory goods if the purchase was over $50 in your home state or within 100 miles. For debit card, file a chargeback under Regulation E (12 CFR 1005.11). Beyond banking, file a state attorney general complaint, an FTC complaint, a Better Business Bureau complaint, or sue in small-claims court (limits range $5,000–$25,000 depending on state).
Mistakes to avoid
- Accepting store credit when you are entitled to cash — a refund must be in the original payment method (CRA 2015 s. 20(15); FTC rule)
- Missing the chargeback deadline (typically 60–120 days)
- Damaging the goods between rejecting them and returning them
- Asking for a refund on TripAdvisor instead of in writing to the trader
- Forgetting to keep proof of postage when returning items
What Lettrio generates for you in 30 seconds
Our AI drafts a clear, statute-cited refund request — Consumer Rights Act 2015, CCR 2013, the FTC rules, or UCC sections, depending on your facts — with your order details, the amount, the deadline for refund, and your escalation path. PDF ready to send by Royal Mail Signed For or USPS Certified Mail. First letter free, no account required.