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Letter Before Action for Goods Not as Described
By ClaimKit UK Editorial Team ยท Updated
When items do not match their description, you can request a refund or replacement. A pre-action letter sets out the mismatch and the outcome you want.
Describe the mismatch
Explain how the goods differ from the listing, specification, or advertisement. Be specific about size, material, features, or condition.
Reference the original listing
Include the listing text, screenshots, or product page details that show what you expected to receive.
Request a clear remedy
Ask for a refund, replacement, or price reduction and provide a deadline for a response.
Evidence checklist
- Screenshots or copies of the listing
- Photos showing the mismatch
- Order confirmation or receipt
- Messages with the seller
- Proof of return (if already sent back)
Common mistakes to avoid
- Not describing the mismatch clearly
- No evidence of the listing or specification
- Requesting a vague outcome
FAQs
Do I need to return the item before a refund?
Often the seller will require a return. Ask for instructions and keep proof of return if you send it back.
What if the seller disputes the description?
Use screenshots or saved copies of the listing to show what was advertised at the time of purchase.
How quickly should I raise the issue?
Raise it as soon as possible after delivery and keep a written record of your complaint.
Related guides
- Letter Before Action for a Return Refund Not Processed
- Letter Before Action for Utility Overbilling
- Letter Before Action for a No-Show Fee Dispute
- Letter Before Action for a Car Rental Damage Charge
- View all guides
- England & Wales overview
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