Use this guide when goods or services you paid for by card did not arrive, were faulty, not as described, or the company has gone out of business. Have your order confirmation, receipts, card statement, photos and any messages with the seller ready.
Step by step
Contact the seller first
Write to the seller explaining the problem and what you want, such as a refund, repair or replacement. Mention your rights under the Consumer Rights Act 2015, including the 30-day short-term right to reject faulty goods. Give a clear, reasonable deadline to respond.
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