Complain to Microsoft about a refund that was refused
They said no. Their store policy isn't the law. The Consumer Rights Act is. Here's how to put that in writing - and what to do if they still drag their feet.
The law on your side
Consumer Rights Act 2015 - and Section 75 of the Consumer Credit Act 1974 as a fallback for credit-card payments
Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75
- Statutory rights override store policy. "No refunds" signs are not enforceable for faulty goods.
- Section 75 makes credit-card issuers jointly liable with the trader for purchases between £100 and £30,000.
- The cooling-off period for online and distance purchases is 14 days from delivery (Consumer Contracts Regulations 2013, Reg 29).
- For services, the duty is reasonable care and skill (Consumer Rights Act 2015, s.49) - failure of which entitles you to repeat performance, a price reduction or a refund.
What you are owed
| Situation | Remedy |
|---|---|
| Refund of price paid | Original payment method |
| Reasonable consequential losses | Where caused by the breach |
| Section 75 claim | Card issuer jointly liable for £100-£30,000 credit-card purchases |
Source: Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75. Figures are the published statutory amounts at the time of writing.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Microsoft Customer Service, I am writing about [PURCHASE / SERVICE] dated [DATE], order reference [ORDER_REF], for £[PRICE]. I have requested a refund and it has been refused. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described (sections 9-11), and services must be performed with reasonable care and skill (section 49). Where goods or services do not conform, the consumer is entitled to the statutory remedies set out in sections 19-24 (goods) or sections 54-56 (services). The reason a refund is owed is: [REASON - e.g. item was not as described / service was not carried out with reasonable care and skill / item is faulty within the first 30 days]. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. If this is not resolved I will, where applicable: - Make a Section 75 claim under the Consumer Credit Act 1974 if the purchase was £100-£30,000 and paid by credit card. - Make a chargeback request through my debit-card provider. - Escalate to [ADR_SCHEME] and, if needed, issue a claim through Money Claim Online. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the trader
Cite the Consumer Rights Act 2015 and demand the refund within 14 days. Be specific about which section applies (faulty, not as described, service not carried out with reasonable care and skill).
14 days
- 2
Section 75 or chargeback
If the purchase was £100-£30,000 on a credit card, ask the card issuer for a Section 75 claim. If you paid by debit card, request a chargeback through your bank within the time window.
Chargeback typically 120 days
- 3
Trading Standards via Citizens Advice
Refusing statutory rights is a breach of consumer law. Citizens Advice will forward 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); ombudsman or ADR scheme if the trader is signed up.
Quick answers
What if the trader says "no refunds, only exchanges"?
Statutory rights override store policy for faulty, mis-described or unfit goods. A blanket no-refund policy doesn't apply when the Consumer Rights Act 2015 grants a refund as the statutory remedy.
Can I use Section 75 for a small purchase?
Only if the cash price of a single item was £100 or more (and £30,000 or less) and you paid at least part of the price on a UK credit card. PayPal credit and BNPL providers can be different - check the lender's terms.
What if I bought it more than six months ago?
You still have up to six years (five in Scotland) to bring a claim, but after six months you have to prove the fault was present at delivery rather than relying on the reverse burden of proof.
What about online purchases under the cooling-off period?
Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel most online purchases for any reason and another 14 days to return the goods. The trader has to refund within 14 days of receiving the item or proof of return.
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Build my Microsoft complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Microsoft. This page summarises Consumer Rights Act 2015 - and Section 75 of the Consumer Credit Act 1974 as a fallback for credit-card payments (Consumer Rights Act 2015 ss.9-11, 19-24, 49-56; Consumer Credit Act 1974 s.75) for general guidance and is not legal advice. Always check the current statutory text before acting.