Refund request letter

Returned an item or cancelled an order and still waiting for your money? A dated letter with a clear deadline usually gets things moving faster than another live chat.

About you

Your full name

Your email

Your postal address

The company and your case

Company name

Order number

Date it happened

Amount you're claiming (€)

What happened and what you want

Describe what happened

One or two short paragraphs is enough.

What you want them to do

Optional parts Mention your rightsCites the 14-day refund rule for online purchases. Set a reply deadlineAsks for a written answer by a specific date.

Deadline

Say what you'll do if it isn't resolvedFor example, asking your card provider to reverse the payment.

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Your rights in the EU

For most online purchases you can withdraw within 14 days of receiving the goods, without giving a reason.
After you withdraw, the seller must refund you within 14 days, including standard delivery costs.
The seller can hold the refund until it receives the goods back, or until you show proof that you sent them.

Make the letter work

Give the date you returned the item and the return tracking number.
Set a firm deadline, usually 14 days, and say what you'll do if it passes.

Questions people ask

Does the 14-day right apply to purchases in a shop?

No. The withdrawal right covers online, phone and doorstep sales. Shops may still offer returns as a goodwill policy.

What can I do if the deadline in my letter passes?

Contact your national consumer organisation, ask your card provider for a chargeback, or use the European Consumer Centre if the seller is in another EU country.

This template and guide are general information, not legal advice. Rules differ between countries. For large amounts or complex cases, talk to a consumer organisation or a lawyer.