How to Request a Refund for a Defective Product
You paid good money for something that does not work. A clear, factual email gets better results than a frustrated rant. Here is how to get your money back.
Clear Refund Request
RecommendedDear [Company Name] Customer Support, I am writing to request a refund for a defective [Product Name] purchased on [date] (Order #[number]). The issue: [Describe the defect clearly -- e.g., the screen developed dead pixels after one week of normal use / the zipper broke on first use / the item arrived with a cracked housing]. I have attached [photos / screenshots / receipts] for your reference. The product is still within the [warranty period / return window]. I would like a full refund processed to my original payment method. Please let me know the next steps and whether you need me to return the item. Thank you, [Your Name]
Subject Line
Refund Request - Defective [Product Name] (Order #[number])
Alternative Versions
Quick Refund Request
Shorter VersionHi, I purchased [Product] on [date] (Order #[number]) and it arrived defective: [brief description]. I have attached proof. I would like a full refund. Please let me know the next steps. Thank you.
Escalated Request
Firmer VersionDear Customer Support, I am writing regarding a defective [Product] from Order #[number]. Despite paying $[amount] for a working product, the item [describe defect]. I have already contacted support on [date] without resolution. I am requesting a full refund within [X business days]. If this is not resolved promptly, I will be filing a dispute with my credit card company and reporting the issue to [consumer protection agency]. Please confirm the refund process immediately.
Replacement Request
Replacement InsteadHi, my [Product] from Order #[number] arrived defective: [issue]. I would like a replacement sent rather than a refund, as I do need the product. Could you ship a replacement and provide a return label for the defective item? Thank you.
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When to Use This
Use this when: - A product is genuinely defective, not just something you changed your mind about - You are within the return or warranty window - You have already tried basic troubleshooting if applicable - You want a refund rather than a replacement
What Not to Say
Avoid: - Being rude or threatening to "ruin their reputation" - Writing a wall of text without getting to the point - Forgetting to include your order number and proof - Asking for more than what you paid - Waiting months to report the issue
Follow-Up Message
If You Need to Follow Up
If you do not get a response within 5 business days: "I am following up on my refund request for Order #[number] sent on [date]. I have not received a response yet and would appreciate an update on the status of my request. If there is additional information needed, please let me know."