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Consumer & Billing

Defective product refund demand: Certified Mail letter template

Send this letter by Certified Mail

Pre-filled template, USPS tracking and Electronic Return Receipt

Goods sold to consumers generally carry an implied warranty of merchantability under state law: the product must do what such products ordinarily do. When it does not, and the seller stalls, a written refund demand with a deadline moves the dispute onto your terms.

The demand states the purchase facts, describes the defect, recaps your earlier contacts, and gives the seller a set number of days to refund or replace. It also announces the next steps: a card chargeback where applicable, complaints to the state attorney general and the Federal Trade Commission, and small claims court.

Sent via USPS Certified Mail with Electronic Return Receipt, the demand becomes dated evidence that the seller knew of the defect and refused to act, useful in every one of those forums.

This template is provided for informational purposes only and is not legal advice.

The letter template

The parts in blue and in brackets should be replaced with your information: they are pre-filled automatically when you use the template online.

Your contact details

Filled in automatically from the addresses step.

Recipient

Name and address entered at the addresses step.

Re: Demand for Refund, Order No. [order or invoice number]

Sent via USPS Certified Mail with Electronic Return Receipt

 

Dear Sir or Madam,

 

On [date of purchase], I purchased the following product from your company: [product name, model or SKU, and price paid], [in store at X location / online at X website]. The product is defective: [describe the defect factually: stopped working after X days, arrived damaged, does not perform the advertised function, etc.].

 

I contacted your company about this problem on [dates and method of prior contacts, if any], without resolution. Goods sold to consumers generally carry an implied warranty of merchantability under state law, in addition to any express warranty or advertised return policy.

 

I demand that you [refund the full purchase price of X / replace the product with a non-defective unit] within [14] days of receipt of this letter. If a return of the defective unit is required, send me a prepaid return label or arrange pickup.

 

If this matter is not resolved by the deadline, I intend to dispute the charge with my card issuer where applicable, file complaints with the [your state] attorney general's consumer protection office and the Federal Trade Commission, and pursue the matter in small claims court. Copies of the receipt and photographs of the defect are enclosed. The signed Electronic Return Receipt for this USPS Certified Mail letter will serve as proof that you received this demand.

 

Sincerely,

 

Mr. First name Last name

How to send this letter online

  1. 1

    Enter the addresses

    Your details and the recipient's: they are placed automatically in the letter heading.

  2. 2

    Personalize the template

    At the writing step, this template is ready to complete: replace the bracketed placeholders with your information.

  3. 3

    Review the exact preview

    What you see on screen is exactly what will be printed and mailed.

  4. 4

    We handle the rest

    Printing, sealing, and hand-off to USPS as Certified Mail. Proof of mailing and the Electronic Return Receipt are stored in your account.

Frequently asked questions

Answers to the questions we hear most often about this letter.

What is the implied warranty of merchantability?

A protection under state law, based on the Uniform Commercial Code, that goods sold by a merchant must be fit for their ordinary purpose. It applies even without a written warranty, though some sellers attempt to disclaim it; several states restrict such disclaimers for consumer goods.

Can I just do a chargeback instead of writing?

A chargeback is one tool, with its own conditions and time limits set by the card network and issuer. A written demand strengthens the chargeback file, documents that you gave the seller a chance to fix the problem, and preserves your other remedies if the chargeback fails.

Is a demand letter required before small claims court?

Several states require or expect a written demand before filing, and judges routinely ask for it. Your letter, the enclosures, and the signed Electronic Return Receipt make up the core of a small claims file.

What if I no longer have the receipt?

Bank or card statements, order confirmations, emails, and the product's serial number can establish the purchase. Enclose what you have; the absence of a paper receipt rarely defeats a documented claim.