Shopping & Online Orders
Amazon, eBay, faulty goods, item not as described, delivery failures, refund refused, marketplace disputes. The Consumer Rights Act 2015 gives you 30 days to reject a faulty item for a full refund - not a repair, not a replacement, a refund.
Faulty goods refund letter
Consumer Rights Act 2015 s.20. 30-day right to reject, then repair/replace, then final refund. Digital content and services covered too.
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Amazon escalation letter
A-to-Z Guarantee + Consumer Rights Act 2015. Escalation letter that names the right department.
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The 30-Day Right to Reject: Your Refund Rights Explained
Plain-English UK guide.
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Plain-English UK guide.
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How to File an Amazon A-to-Z Guarantee Claim
Plain-English UK guide.
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Bought a Counterfeit Product on Amazon? How to Get a Refund
Plain-English UK guide.
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Amazon Delivery Not Arrived: Your Rights and Next Steps
Plain-English UK guide.
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Amazon Prime Auto-Renewal Refund: CCR 2013 Right
Plain-English UK guide.
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Amazon Refund Rights UK | How to Get a Refund When Amazon Refuses
Plain-English UK guide.
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Get Refunded for APP Scam Fraud - UK Bank Liability
Plain-English UK guide.
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Or browse the full A-Z of every guide →
Do I have to accept a repair or replacement?
Not in the first 30 days. Under s.20 CRA 2015 you have a short-term right to reject a faulty item and demand a full refund. After 30 days, the trader can offer a repair or replacement first.
What about "we don't do refunds" signs?
For faulty goods they are meaningless. A sign or a T&C can't override statutory consumer rights. For change of mind on a shop-purchased item that isn't faulty, the retailer has no legal obligation - but online orders have separate 14-day cooling-off rights.
How long do I have to complain?
You have 6 years in England and Wales (5 in Scotland) to bring a consumer claim in court, but practical time limits with the retailer are much shorter. Report a fault as soon as you spot it - delay weakens your position.
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