Reject a seller's denial of responsibility for faulty goods

You can use this letter when a seller doesn't accept responsibility for a faulty item and tries to instead blame a manufacturer or developer. If you bought the item after 1 October 2015, you're entitled to a repair, replacement, or - if you ask for it within 30 days - a refund.

This letter is suitable for requests in relation to goods, but not services. You can also use it in relation to digital content (e.g. a digital movie file), but only to ask for a repair or replacement (not a refund) and only if you bought it after 1 October 2015. Do not use it if you bought the item more than 6 years ago.

Before using this letter, you need to have already complained to the seller. This letter is only suitable for consumers (not businesses) making purchases from sellers based in the UK.

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Reject a seller's denial of responsibility for faulty goods (Guidance Notes)