FAULTY GOODS REFUND LETTER
Important jurisdiction and legal advice warning
This fictional letter is a worked example, not legal advice and not a universally valid notice or guarantee of a refund. It is written for a consumer and retailer in England and Wales. Consumer rights, time limits, remedies, payment-provider procedures, warranties and evidence requirements can vary with the goods, seller, transaction and applicable law. The recipient should check the Consumer Rights Act 2015 and any other relevant rules, preserve evidence, and obtain advice before relying on this wording. A retailer may have a lawful opportunity to inspect or repair goods, and a court or regulator may decide whether a statutory remedy is available.
From
Sophie Amara Whitfield
24 Hawthorn Rise, Reading RG2 8QF
Telephone: 0118 555 2741
Email: sophie.whitfield@example.test
To
Marlowe Home Appliances Limited
Customer Resolutions Team, 18 Market Street, Reading RG1 2QJ
Date: 16 September 2026
Subject: Request for refund for defective Aurora induction range, order MH-60418
Dear Customer Resolutions Team,
I write about the Aurora A90 induction range, model AR-90B, that I bought from Marlowe Home Appliances Limited on 22 August 2026 under order MH-60418. The price was £1,249.00, including delivery of £35.00 and VAT. Delivery was made to my home at 24 Hawthorn Rise, Reading, on 27 August 2026. I am the person who bought and paid for the range, and I use it for ordinary domestic cooking.
The appliance was installed by your nominated installer, Daniel Kersey of Kersey Electrical Services, on 28 August 2026. His invoice, numbered KE-8830, records that the connection and safety checks were completed. The first fault appeared on 30 August. The rear-left induction zone displayed an error code and stopped heating after approximately four minutes. On 3 September, the oven fan began making a grinding noise and the oven temperature fluctuated materially during a 180-degree test. On 6 September, the front-right zone also stopped recognising a suitable pan.
I followed the user instructions, used compatible cookware and did not modify or misuse the appliance. I have retained the receipt, installation invoice, photographs of the display code, and a video showing the oven temperature test. The range has been isolated from the electrical supply since 7 September because I do not want to risk further damage or an unsafe condition.
Notice of the fault and previous contact
I reported the defects through your online form on 7 September 2026 and received reference MR-119284. Your adviser, Helen Rowe, telephoned on 9 September and offered an engineer visit on 29 September. I explained that I was requesting a refund because the faults arose within the first month and affect essential functions. I also explained that I will make the appliance available for a reasonable inspection if needed. No appointment has been confirmed in writing, and no repair or replacement has yet occurred.
I am giving this written notice so that the nature of the fault, the timing of my complaint and the remedy requested are clear. I have not sold, altered or attempted to repair the range. I will keep it safely packaged and available for collection, subject to reasonable arrangements. Please tell me promptly if you require photographs, the installation record or another proportionate form of evidence.
Remedy requested
I ask Marlowe Home Appliances Limited to accept rejection of the range and refund £1,249.00 to the original payment method. The requested sum includes the purchase price and delivery charge. Please also confirm that you will arrange collection at your cost and that collection will not be treated as acceptance of a replacement or repair. I do not consent to a refurbished substitute unless I separately agree to one in writing.
Please provide a substantive written response by 30 September 2026. If you say that a repair, replacement or inspection is the appropriate response, please identify the proposed legal and practical basis, the expected timetable, and who will bear collection and inspection costs. If an inspection is arranged, the engineer should record the error code, heating performance, installation condition and any conclusion about cause, and I should receive a copy of the report.
If the refund is agreed, please confirm when the payment will be made and issue a receipt. I reserve my position on any reasonable consequential loss that may be recoverable, including the £96.50 I paid for an interim two-ring cooker on 10 September, but I do not presently ask you to pay that amount without discussing the evidence and applicable law. I will mitigate loss and keep the purchase record.
Escalation and reservation of rights
If I do not receive a satisfactory response, I may use your complaints procedure, seek assistance from an appropriate consumer-advice service, contact my card provider about any available dispute process, or consider another remedy permitted by law. I will not misstate the facts or publish personal information about your staff. Nothing in this letter waives a right or remedy that cannot lawfully be waived, and it is not an admission that any proposed retailer defence is correct.
Please address correspondence to me at the address or email above. I look forward to your written response.
Yours faithfully,
Sophie Amara Whitfield
Signature: ____________________ Date: 16 September 2026