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Law guide

Request a refund for goods not matching their description

If you have purchased goods that do not meet their description, you can use this letter to demand a full refund. The description may have been given to you through such means as discussions with sales staff, labels, packaging, brochures or advertising.

If you've bought the goods using a method that didn't involve face-to-face contact with the seller (e.g. online), then you have a legal right to return the goods for any reason during the first 14 calendar days (starting from the day after you received them). If you bought the goods in this way and you are still within this time limit, there is no need to use this letter.

This document is suitable for consumers (not businesses) buying goods in the UK only.

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Request a refund for goods not matching their description (View guidance notes)