Separate preference from entitlement
Keep the message factual. Explain what happened, what you paid, what was supplied, why you are asking for a refund and why store credit does not resolve the problem for you.
Include the exact outcome requested
Say whether you want a refund to the original payment method, a repair, a replacement or another outcome. Avoid vague wording such as “please sort this out”.
Attach the key proof
Useful evidence can include receipts, product pages, returns labels, messages, photos, tracking and any policy wording the retailer relied on.
Prepare a backup route if paid by card
If the retailer refuses to move from store credit, organise the same evidence before asking your card provider what options may apply.
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.
Common questions
Can I refuse store credit and ask for a refund?
It depends on the facts of the purchase and problem. Refund Kit does not decide entitlement, but it helps you set out the facts and requested outcome clearly.
What should my reply include?
Include the order details, amount paid, problem, dates, evidence and a clear statement that you are asking for money back rather than store credit.
Is this legal advice?
No. Refund Kit is draft support and practical organisation only.
Related Refund Kit guides
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