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.
Common questions
What should I include in a damaged item refund letter?
Include order details, delivery date, damage description, photos, requested outcome and a response deadline.
Should I send photos?
Yes, if they are accurate. Photos help show the condition of the item and packaging.
Can Refund Kit guarantee a replacement or refund?
No. It helps prepare the complaint pack only.
Related Refund Kit guides
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