Online shopping
When you shop online, you are protected under consumer law. Our guides can help you exercise your consumer rights if you have a problem with an online order.
Template Letters
Letter complaining that you couldn't cancel an online order
If a retailer disputes your right to cancel an online order within the 14-day cooling-off period, use our template letter to challenge this.
Letter to claim a refund for a faulty digital download
If you buy a digital download and it's faulty you may be able to claim a refund. Use this letter to claim a refund for a faulty download.
Letter to complain about undelivered goods
If your order hasn't been delivered in time, you should demand that the retailer take action. Use this handy template letter to help you complain.
Letter to request a private seller refunds goods not as described
If a private seller on Ebay makes claims about a product they’re selling, then what you receive should match this description. If not, use this letter to ask for a refund.
Letter to refuse paying the cost of returning a faulty item
If you wish to return a faulty item bought online, you shouldn't incur the cost of returning it. If the retailer is insisting you pay, use this letter to challenge them.