Retailer refuses your return? Build a clearer complaint.

Separate change-of-mind from problem returns

Explain whether the return is because you changed your mind, the item is faulty, it was not as described, or something else. Different facts may lead to different routes.

Attach the return evidence

Keep return labels, proof of postage, collection evidence, photos, messages and the retailer return policy that applied when you bought.

Ask for a clear outcome

State whether you want the return accepted, a refund processed, a replacement or a formal explanation. Give the retailer enough detail to review the decision.

Prepare for backup routes

If the retailer still refuses and you paid by card, organise the evidence before asking your card provider what options it can consider.

Related Refund Kit guides

• Refund Letter Template Uk
• Item Not As Described Refund Letter
• Chargeback Evidence Checklist