If you have read our section on warranties, guarantees and refunds and believe you have a right to request a refund, the following template and example can help you put your request in writing.
Your name Your street Your suburb state postcode (Phone number and email if required)
Today's date
Contact person (Manager) Business concerned Business address
Dear Mr/Ms Manager
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
First, write a detailed description of the problem, noting when and where you bought the product and how much it cost you. List all important information but try not to get bogged down in any irrelevant or trivial details. Then explain why you are unhappy with what you have bought—if it’s broken or unfit for its purpose or some other reason.
Next, outline the steps you have taken to get the problem fixed, who you spoke to and the results, if any, of your efforts.
Then describe what you would like the business to do about the problem—a refund, a replacement or a similar product to the same value from a different manufacturer. Offer to deliver the item to the supplier’s address and follow with something like 'I look forward to your prompt response' or similar request indicating that you expect to hear from them and by what date.
Be sure to enclose copies of any relevant documentation such as receipts or warranty certificates.
Finish your letter with a full list of possible contact addresses or phone numbers where you can be contacted, particularly during business hours, and reinforce that you expect to hear from the business.
Bill Citizen 1 My Street My town State 0123 (Ph 01 2345 6789 and email myname@mailhome.com.au)
Today's date
Ms Jill Smith (Manager) Big Fizz Appliance Company Commerce Street Market City 9876
Dear Ms Smith
BIG FIZZ SOFT DRINK FOUNTAIN—Leaking Storage Tank
On 16 December 2007 I purchased a Big Fizz Soft Drink Fountain for $79.95 from your Market City store. I have enclosed a copy of my receipt for your information.
When I returned home and unpacked the Big Fizz Soft Drink Fountain I found that the main storage tank leaked and the appliance did not work properly. I returned to the Market City store and the sales assistant (Robert Rogers) told me that you no longer stocked the Big Fizz Soft Drink Fountain, but for an additional $29.90 I could upgrade to the Mega Fizz Refreshment Dispenser.
I explained to the sales assistant that I didn’t want the extra expense of upgrading to the Mega Fizz Refreshment Dispenser and would prefer to get a refund for the faulty unit I had purchased. He told me that it was not company policy to give refunds.
I believe that it is within my rights to request a refund for a faulty product and I would like to return the appliance to your Market City store for a full refund of the purchase price. Please contact me within the next two weeks to arrange a convenient time for me to return the appliance and collect my refund.
I can be contacted at home on the phone number above or at (01) 9876 5432 during business hours. I look forward to hearing from you if you wish to discuss this further.
Yours sincerely
W. Citizen
Enclosed: Copy of the receipt for the Big Fizz Soft Drink Fountain
