Back to guides
Letter Before Action for a Faulty Goods Refund
By ClaimKit UK Editorial Team ยท Updated
When goods are faulty, you can request a repair, replacement, or refund depending on the circumstances. A pre-action letter sets out the purchase, the fault, and the remedy you are seeking.
Describe the purchase and fault
State when and where you bought the item, the price, and the order or receipt reference. Describe the fault clearly and when it appeared.
Explain what you asked for
If you already asked for a repair or refund, record the date and outcome. If the seller refused, include their response.
State your requested remedy
Ask for a refund, repair, or replacement and give a deadline. Keep the request realistic and aligned with what you believe is fair.
Evidence checklist
- Order confirmation or receipt
- Photos or videos showing the fault
- Any warranty or guarantee information
- Emails or messages with the seller
- Proof of return or inspection if applicable
Common mistakes to avoid
- Not describing the fault clearly
- Leaving out proof of purchase
- Skipping evidence like photos or videos
FAQs
Do I have to accept a repair?
It depends on the circumstances. If a repair is reasonable, the seller may offer it first, but you can explain why a refund is more appropriate in your case.
What if the fault appeared after some use?
Include when the fault appeared and how the item was used. Provide any maintenance or usage information that supports your position.
Can I claim return postage?
If you had to pay to return a faulty item, include those costs in your claim and keep the receipt.
Related guides
- Letter Before Action for Poor Workmanship
- Letter Before Action for an Event Cancellation Refund
- Letter Before Action for Delivery Not Received
- Letter Before Action for Goods Not as Described
- View all guides
- England & Wales overview
Ready to draft your letter? Start a free preview and generate a
compliant pre-action letter in minutes.