Complain to Amazon about faulty goods within the first 30 days
Within 30 days, a faulty product is a no-questions full refund - not a repair, not a credit note, not a store policy override. Here is the section that says so.
The law on your side
Consumer Rights Act 2015, short-term right to reject
Consumer Rights Act 2015, sections 9-11 & 20-22
- The 30-day period starts at delivery, not at purchase.
- Goods must be of satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11).
- The retailer cannot demand the original packaging - only a reasonable means to identify and return the product.
- The retailer is liable, not the manufacturer. Don’t let them deflect.
What you are owed
| Situation | Remedy |
|---|---|
| Refund (within 30 days) | Full refund, original payment method |
| Cost of returning faulty goods | Borne by the retailer (s.20(8)) |
| Time limit to reject | 30 days from delivery (s.22) |
Source: Consumer Rights Act 2015, sections 9-11 & 20-22.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Amazon Customer Service, I am writing about [PRODUCT] purchased from Amazon on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods are faulty: [DESCRIBE_FAULT]. Under section 20 of the Consumer Rights Act 2015, I have the short-term right to reject goods that do not conform to contract within 30 days of delivery and to receive a full refund. The 30-day period has not yet expired. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. I am happy to return the item; please confirm whether you will arrange a free collection or provide a pre-paid returns label, as the cost of returning faulty goods falls on the retailer. If this is not resolved, I will pursue the matter through [ADR_SCHEME / Section 75 of the Consumer Credit Act 1974 / Money Claim Online]. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the retailer
Cite section 20 of the Consumer Rights Act 2015 and request a full refund. Make clear you are exercising the short-term right to reject.
Allow 14 days for a response
- 2
Section 75 or chargeback
If you paid £100-£30,000 by credit card, your card provider is jointly liable under Section 75 of the Consumer Credit Act 1974. If you paid by debit card, ask your bank for a chargeback.
- 3
Trading Standards via Citizens Advice
Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.
- 4
Money Claim Online
Issue a small claim for up to £10,000.
Final stop: Trading Standards (via Citizens Advice consumer service) or the retailer’s ADR scheme if signed up.
Quick answers
Can the retailer insist on a repair instead of a refund?
Not within the first 30 days. Section 20 gives you the unconditional short-term right to reject and demand a refund. After 30 days the retailer can offer a repair or replacement first.
What if I bought it on sale or in clearance?
The same statutory rights apply. The only thing that changes is what counts as satisfactory quality - the retailer can argue a known cosmetic flaw flagged at sale isn’t a defect, but the duty of fitness for purpose still applies.
Who pays for return postage?
The retailer. Section 20(8) of the Consumer Rights Act 2015 makes the cost of returning faulty goods the trader’s responsibility.
What if the retailer says my warranty has expired?
Statutory rights and warranties are separate. A 12-month warranty does not override your six-year statutory limitation period. Cite the Consumer Rights Act 2015, not their warranty.
Is there an ombudsman for Amazon?
No. Amazon is a retailer, and no ombudsman or ADR scheme covers UK goods retailers, so there is no independent body that can order Amazon to refund you. What you have instead is the A-to-z Guarantee for anything bought from a marketplace seller, Section 75 or a chargeback through your card provider, and the small claims track. Trading Standards takes reports through the Citizens Advice consumer helpline, but it acts on patterns rather than on your individual refund.
How do I make an ombudsman complaint about Amazon?
You cannot, because there is no scheme to complain to. The nearest equivalent is Amazon’s own A-to-z Guarantee: go to Your Orders, select Problem with Order, then Request Refund, and Amazon says it can take up to a week to review. If that is refused and you paid more than £100 by credit card, Section 75 puts your card provider on the hook alongside the seller. After that it is Money Claim Online.
What is Amazon's complaints procedure?
Amazon runs a self-service process rather than a written complaints procedure. Its support page names phone, chat and self-service through Customer Service, and for an order the route is Your Orders, then Problem with Order. For a marketplace order you message the seller first, and the A-to-z Guarantee becomes available if they do not respond within 48 hours or do not put it right. There is no formal final response and no ombudsman at the end of it.
Is cs-reply@amazon.co.uk a real Amazon email address?
It is on amazon.co.uk, which is the test Amazon itself publishes: approved Amazon emails come from an Amazon.co.uk address. But Amazon does not list it as a way to reach customer service, so a complaint typed as a reply to it is not the route Amazon staffs. The way to be sure about any message is Message Centre in your account: Amazon says every email it sends appears there, and one that does not appear was not sent by Amazon.
Stop typing. Start sending.
Generate a personalised letter for your Amazon case in minutes, with the right statute already cited.
Build my Amazon complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Amazon. This page summarises Consumer Rights Act 2015, short-term right to reject (Consumer Rights Act 2015, sections 9-11 & 20-22) for general guidance and is not legal advice. Always check the current statutory text before acting.