Faulty appliance refund: turning a rejected complaint into a clear letter
What to include when you complain about a faulty appliance: when you bought it, what went wrong and what you want the retailer to do.
By TBD · Sources checked · Republic of Ireland
When an appliance stops working, being passed between the shop, manufacturer and repair centre is frustrating. Write to the retailer with your receipt, the purchase date and a clear description of the fault. Explain what you would like it to do next.
What you need to know
CCPC guidance explains that faulty goods can give rise to remedies against the seller. For qualifying faults reported within 30 days of receiving goods, a consumer may reject them and seek a refund without accepting repair or replacement. Outside that period, the appropriate remedy depends on the circumstances. Misuse, accidental damage and ordinary wear are different from a qualifying fault.
Read the official sources below for the detail and current procedure.
Documents and details to keep
- Receipt, order confirmation and date the appliance was received.
- Photographs or a short description of the fault and when it appeared.
- The seller’s reply, repair history and any relevant inspection report.
What to do first
Write to the contracting seller with the order reference. State what happened and why the remedy you request fits the facts. Ask for a written response and practical collection or return arrangements. Do not dispose of the item before the dispute is resolved. Stop using an unsafe appliance and follow appropriate product-safety guidance rather than running more tests for the letter.
A fictional example
In this fictional example, a customer buys a €249 kettle that stops heating after three days. The retailer refers them to the manufacturer's warranty. The customer writes back with the purchase date, receipt and details of the fault, asking for a refund. The example does not report a refund or a decision against the retailer.
What you could write
Adapt only if accurate for your facts. This is not a court document or formal statutory notice.
I received the kettle on 1 September and it stopped heating on 4 September. My receipt is attached. I am reporting the fault within 30 days and requesting a refund under my consumer rights. Please confirm how you will arrange its return and respond to this request.
How TBD can help
TBD can help you draft the message and list the documents to keep. Check and edit the draft before using it. If you ask us to contact the business, we must accept the request and get your approval first.
If the first letter does not resolve it
If the seller disputes the fault, ask for its reasons in writing. Check the relevant official consumer route before considering small claims. Keep any payment-provider dispute deadline in mind. A letter does not guarantee a refund, prove liability or pause a legal deadline.