Refund refused in the UK? Build a clearer complaint pack.

What to do when a refund is refused

Start by keeping the complaint calm, factual and easy to follow. A retailer is more likely to respond usefully when your message clearly states what you bought, when you bought it, what went wrong and what outcome you want.

Refund Kit turns those details into a structured pack you can review before sending. It is designed for practical consumer complaints such as faulty goods, items not as described, orders not delivered and retailers that ignore refund requests.

Evidence to prepare before escalating

Useful evidence often includes receipts, order confirmations, photos, delivery tracking, product descriptions, chat logs, emails and notes of phone calls. A simple timeline also helps show that you have given the retailer a fair chance to respond.

The pack prompts you for the evidence that usually matters and gives you a checklist to work through before you send anything.

When to consider card-provider routes

If the retailer does not resolve the issue, your card provider may be able to consider a chargeback. For some credit-card purchases between £100 and £30,000, Section 75 may also be relevant. Refund Kit does not decide the outcome, but it helps organise the information you may need to ask about those routes.