Understanding your situation
You purchased a product or service that was not as described, was defective, or was never delivered, and the company is refusing to provide a refund. Common scenarios:
- Online purchase arrived damaged, faulty, or completely different from what was advertised
- Service was not performed as promised or not performed at all
- Subscription was charged after you cancelled it, or was billed without authorization
- Company failed to honor a refund policy stated at the time of purchase
- Travel, event, or booking was cancelled by the provider but refund was denied
- Digital product (software, course, app) did not work as advertised
- Company went silent after receiving payment
What you need to prepare
- ✓Proof of purchase: receipt, invoice, order confirmation email
- ✓Evidence that the product/service was defective or not delivered: photos, screenshots, correspondence
- ✓Documentation of your refund request and the company's refusal
- ✓The company's stated refund policy (screenshot of website, or policy at time of purchase)
- ✓Bank or credit card statement showing the charge
⏰ Deadline
Consumer protection complaint deadlines vary. Act promptly. Credit card chargeback windows are typically 60–120 days from the statement date. Consumer rights claims: UK: 6 years. EU/DE: 2 years statutory warranty. US: varies by state.
🏛️ Authority
Company's customer service (escalated), Credit card chargeback (Visa/Mastercard dispute). Consumer protection agencies: US: FTC, state AG, CFPB; UK: Citizens Advice, Trading Standards; EU: European Consumer Centre; DE: Verbraucherzentrale.
⚖️ Legal basis
US: state consumer protection acts, FTC Act. UK: Consumer Rights Act 2015, Consumer Contracts Regulations 2013. EU/DE: EU Consumer Rights Directive, § 437 BGB (Sachmängelrecht). AU: Australian Consumer Law, Consumer Guarantees.
Expert tips
- 1Reference the specific law that applies to your jurisdiction - this signals you have done your homework and are prepared to escalate.
- 2State what remedy you want precisely: full refund of $X by [date], plus any return shipping costs.
- 3Mention the consequences: complaint to [consumer authority], credit card chargeback, and online review platforms (BBB, Trustpilot, etc.).
- 4Keep your tone factual and professional - emotional language is less effective.
- 5If you paid by credit card, you often have strong chargeback rights in parallel - research this as a fallback.
- 6Attach copies of all relevant documents to demonstrate you are organized and serious.