Damaged item refund letter UK: what to send the retailer

Free damaged-goods refund letter example

Subject: Damaged item received — refund or replacement requested

I am writing about order [ORDER NUMBER], delivered on [DATE]. The item arrived damaged: [BRIEF FACTUAL DESCRIPTION]. I have attached photos of the item and packaging. Please confirm whether you will arrange [A REFUND / REPLACEMENT] and collection or return instructions by [DATE].

Replace every bracketed section and only include facts you can support.

Photograph everything before returning it

Take clear photos of the damaged item, packaging, labels, courier damage and any missing parts. Keep the files in case the retailer asks later.

Give the retailer a concise timeline

State when the item was ordered, delivered, opened, reported and what outcome you want. A short timeline is easier to process than a long story.

Be clear about the outcome

Say whether you want a refund, replacement, repair or collection. If you want a refund, include the amount and original payment method.

Keep card-provider evidence ready

If the retailer refuses or ignores the issue, keep your evidence organised before asking your card provider what options may be available.

Copy-paste starting wording

I am writing about order/reference [REFERENCE]. I paid [AMOUNT] on [DATE]. The issue is: [SHORT FACTUAL SUMMARY]. I have attached the evidence I hold, including [EVIDENCE LIST]. Please confirm by [DATE] how this will be resolved.

Only use wording that is true for your situation. Refund Kit helps turn your own facts into a fuller complaint pack with documents, PDFs, checklists and a tracker.