If you buy something, you are entitled to a product that works and does what you expect it to do, for example, as set out in the product description. If your purchase does not meet the expectations, the product is faulty and you are entitled to it being repaired or replaced. You can use this letter template to request a repair or a replacement from the business.
Subject: Returning faulty products
Reference: <Order number>
On <date of purchase> I bought a <name of product> from <business name> that cost € <enter the total amount here>.
The product is faulty as it does not meet all the requirements for normal use. <Describe here what is wrong with the product.>
According to consumer law, the product should be fit for the purpose it is normally used for and work for a reasonable time with normal use. The fault is not due to normal wear or tear or accidental damage or misuse on my part.
As the product is faulty, I am entitled to a repair or replacement. I want a <enter repair or replacement here>, which should be provided free of charge and within a reasonable time.
I look forward to receiving your response on how to return the product within seven days of receipt of this letter. If I do not receive a response I will consider making a claim under the European Small Claims Procedure.
<Your name and signature>
- Copy of proof of purchase
- Photos of faulty product (if applicable)