In short: gather your proof, check both the company's policy and your legal rights, ask for the refund in writing with a clear deadline, and escalate to your payment provider or a consumer body if it doesn't arrive.
1. Gather your evidence
- Order confirmation, receipt or booking reference
- Dates: purchase, delivery and when the problem started
- Photos of faulty or damaged items
- Copies of any messages with the company
2. Check the policy and the law
A company's return policy sets out what it offers voluntarily. Consumer law sets a minimum it can't go below. In the EU and UK, for example, you can cancel most online purchases within 14 days. See consumer rights by country.
3. Ask in writing
Email or use the company's contact form so you have a record. Say what you bought, what went wrong and what you want, and give a reasonable deadline (14 days is common). The refund letter generator builds this for you.
4. Follow up
If there's no reply by your deadline, send one follow-up that refers to your first message. Use the refund tracker to keep track of dates.
5. Escalate
- Paid by card? Ask your card issuer about a dispute or chargeback. Act quickly, because time limits apply.
- Use an ombudsman or dispute scheme if the company belongs to one.
- Contact a consumer protection body in your country.
- Consider a small claim as a last resort.