Get a refund for a faulty product from the shop

Help me ask the shop for a refund or repair for a faulty product.

What I bought: [item]
Where from: [shop or website]
When: [date bought, and date it went wrong]
What's wrong: [describe the fault]
What the shop has said so far: [or "not contacted yet"]
What I want: [refund / repair / replacement]
Proof I have: [receipt, order email, photos]

Ask me up to 3 short questions first if anything important is missing. Wait for my answers.

Then:
1. A short, polite, firm message to the shop (not the maker), with a reply-by date.
2. The proof to attach.
3. In plain words, which consumer rights might apply, each marked "check on Citizens Advice or GOV.UK".
4. The next step if they refuse or don't reply.

Use only my facts. Only use what I've told you, leave blanks for anything I haven't given, and don't invent facts, figures or products. UK English.

For Citizens Advice or GOV.UK guidance on faulty goods, use web search and name the page you used. If it doesn't search on its own, open View all tools and choose Search.

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