Consumer Rights Act 2015: Refund, Repair or Replacement Letter

By the eLitigant Editorial Team · Reviewed for current forms, fees & procedure · How we check our guides

Draft your letter →

Last reviewed: June 2026 · For use in England & Wales · eLitigant is a Community Interest Company (No. 16566612), not a law firm. Always check the current official form on GOV.UK before you file, and sign the statement of truth yourself.

What this letter is

A Consumer Rights Act 2015 letter is a written request to the trader (shop, online seller or supplier) who sold you goods that have turned out to be faulty. It sets out the problem, points to your statutory rights, and asks for a specific remedy: a refund, a repair, a replacement or a price reduction. Putting it in writing creates a dated record of when you raised the issue and what you asked for, which matters because several of your rights are time-limited.

The Consumer Rights Act 2015 (CRA 2015) says goods must be of satisfactory quality, fit for purpose and as described. If they fall short, the trader — not the manufacturer — is responsible to you, because your contract is with the seller. This is information about how the law works, not legal advice about your particular situation.

When and why to use it

Use this letter when an item is broken, develops a fault, does not match its description, or is not fit for the purpose you made known. Your remedy depends on timing:

• Within 30 days of delivery — you have the “short-term right to reject” under section 22 CRA 2015. You can reject the goods and ask for a full refund.
• After 30 days — the short-term right to reject ends. You must instead give the trader one opportunity to repair or replace the goods (section 23). The trader must do this within a reasonable time and without significant inconvenience to you, and they bear the cost.
• If repair or replacement fails, is impossible, or is not done properly — you can then claim a price reduction or exercise the “final right to reject” for a refund (section 24).

One useful detail: if you ask for a repair or replacement, the 30-day clock pauses (the “waiting period”) and you get the remainder of your 30 days, or 7 days from getting the goods back, whichever is longer (section 22). For the first six months after delivery, a fault is presumed to have been present at the time of sale unless the trader can prove otherwise, so the burden is on them. After six months, you may need to show the fault was there from the start.

What to put in it

• Your name, address and contact details, and the trader’s name and address.
• What you bought, the price, the order or receipt number, and the date of purchase and delivery.
• A plain description of the fault and when it appeared.
• The remedy you want — refund, repair, replacement or price reduction — and why (which stage you are at under the Act).
• A short reference to the Consumer Rights Act 2015 (the relevant right: short-term right to reject, repair/replacement, or final right to reject).
• A reasonable deadline to respond (commonly 14 days) and a note that a refund, where due, should be made using the same payment method without undue delay.
• Copies (not originals) of the receipt, order confirmation or photos of the fault.

Common mistakes and pitfalls

• Missing the 30-day window. The short-term right to reject is strict. If you want a straightforward refund, raise it promptly and in writing.
• Asking for the wrong remedy for the stage you are at. After 30 days you generally cannot demand an immediate refund — you must allow a repair or replacement first.
• Chasing the manufacturer. A manufacturer’s warranty is extra; your statutory claim is against the seller.
• Forgetting the deduction for use. If you exercise the final right to reject after the first six months, the trader may reduce the refund to reflect the use you have had (section 24).
• Making threats you cannot back up. Keep the tone factual and firm. State your rights and your deadline; do not threaten action you are not entitled to take.
• Sending originals. Always keep your receipts and proof of purchase; send copies.

Frequently asked questions

How long do I have to return faulty goods?
Within 30 days of delivery you can reject the goods for a full refund under the short-term right to reject. After that, you move to repair or replacement, and then potentially a price reduction or refund if those do not resolve it.

Can the trader insist on repairing rather than refunding?
After the first 30 days, yes — you must give them one chance to repair or replace. If that repair or replacement fails, is impossible, or causes significant inconvenience or delay, you can then claim a price reduction or a refund.

How quickly should a refund be paid?
Where a refund is due, it should be paid without undue delay (and at the latest within 14 days of the trader agreeing you are entitled to it), using the same payment method you used to buy, unless you agree otherwise.

This guide is general information about the Consumer Rights Act 2015, not legal advice. eLitigant CIC is not a law firm. It drafts your documents based on the information you provide; you check, sign and send them yourself.

Draft my Document →

eLitigant drafts it; you check, sign & send. Not a law firm; information, not advice.