Request a refund for goods not matching their description

You can use this letter to ask for a refund or replacement if you bought something that didn't live up to its description. The description might have come through labelling, packaging, brochures, advertising or discussions with sales staff. If you bought after 1 October 2015, you're entitled to a refund if you ask for it within 30 days; after that, you can use this letter to ask for a replacement.

This letter is suitable for requests in relation to goods, but not services. You can also use it in relation to digital content (e.g. a digital movie file), but only to ask for a replacement (not a refund) and only if you bought it after 1 October 2015.

Note that if you bought remotely (e.g. via the internet or a catalogue) and fewer than 14 days have passed since you received the item, you have an automatic right to a refund. If this applies to you, don't use this letter.

This letter is only suitable for consumers (not businesses) making purchases from sellers based in the UK.

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