Item not as described? How to ask for a refund

Compare the promise with the reality

Start with the product listing, advert, quote, contract or messages that described what you expected. Then explain clearly how the item or service differed.

Screenshots are especially useful because online listings can change after purchase.

What if the retailer says it was “as described”?

Reply with a short side-by-side comparison: what the listing promised, what you received, when you noticed the difference and the evidence that supports it. Keep the tone factual and attach the original screenshots.

Evidence to include

Useful evidence includes the order confirmation, photos, screenshots of the listing, packaging labels, emails, chat messages and proof of payment. If you complained already, save that response too.

Refund Kit turns those details into a structured complaint draft and checklist.

What outcome to ask for

State whether you want a refund, replacement, repair, partial refund or formal response. Keep the wording factual and attach the evidence that supports your request.

Card-provider backup

If the retailer refuses or ignores you and you paid by card, you may be able to ask your provider what chargeback or Section 75 options apply.

Check current official guidance

GOV.UK says traders must offer a full refund where an item is faulty, not as described or does not do what it is supposed to do. Read the current GOV.UK returns and refunds guidance before choosing your wording.

Last reviewed: 13 August 2026. Your exact rights depend on the facts; Refund Kit is not legal advice.

Related Refund Kit guides

• Refund Letter Template Uk
• Consumer Rights Refund Letter
• Chargeback Evidence Checklist