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Online retailer complaint letter
generator — free UK tool

Write a firm complaint letter to an online retailer like Amazon, ASOS, eBay or any online shop. Cites the Consumer Rights Act 2015 and your right to a refund or replacement — download as PDF.

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Your rights when shopping online in the UK

Online shoppers in the UK have some of the strongest consumer rights in the world. Here's what you're entitled to.

🛒 Key rights

  • 30-day right to reject: If goods are faulty, you have 30 days from delivery to reject them for a full refund
  • 14-day cooling-off period: For most online purchases you have 14 days to cancel for any reason (Consumer Contracts Regulations 2013)
  • Repair or replacement: After 30 days, you can ask for repair or replacement (one attempt), then a price reduction or full refund
  • Delivery: If goods don't arrive by the agreed date (or within 30 days if no date agreed), you can cancel and get a full refund
The retailer says it's not their fault the item is faulty — what do I do? ▾
Under the Consumer Rights Act 2015, your contract is with the retailer, not the manufacturer. The retailer is responsible for faulty goods regardless of what the manufacturer says. If the item was faulty within 6 months of purchase, the retailer must prove it wasn't faulty when sold — the burden of proof is on them.
Can I get my money back if I just change my mind? ▾
For online purchases, yes — you have a 14-day cancellation period under the Consumer Contracts Regulations 2013 that starts from when you receive the goods. You don't need to give a reason. The retailer must refund within 14 days of you returning the goods (they can deduct for reduced value if you've used them).
My parcel was stolen after it was marked as delivered — who is responsible? ▾
The retailer is responsible for ensuring the goods are delivered to you. If the courier left the parcel in an unsafe place without your authorisation and it was stolen, the retailer must replace or refund. Send a formal complaint letter — many retailers will resolve this quickly rather than face a chargeback or small claims claim.

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