When a product arrives damaged, is missing a part, does not work, or fails soon after setup, start with a short written complaint. Identify what you bought and when, describe the exact problem, attach limited evidence, and state the remedy you want. Ask the seller to confirm the next step by a specific date. Do not send your full card number, password, or other unnecessary personal information.

For U.S. consumers, there is no single nationwide return deadline or guaranteed reply period for every defective product. The seller's return policy, a written warranty, marketplace rules, payment method, and applicable state law may all affect your options. The Federal Trade Commission's guidance on solving problems with a business recommends explaining the problem clearly, stating the resolution you want, and keeping records of your communications.

The 21 templates below are grouped into buyer messages and business replies. Replace the bracketed details and remove anything that does not apply.

What to gather before sending

Collect the information that lets the seller identify the purchase and assess the defect:

• Order number, purchase date, delivery date, and product name
• Model, serial number, SKU, or lot number when relevant
• A brief description of the defect and when you first noticed it
• Photos or a short video showing the problem
• Receipt, invoice, warranty information, and earlier support messages
• Your preferred remedy: refund, replacement, repair, or a missing part
• A reasonable date for the seller to confirm the next step

Use the email address connected to the order when possible. Attach only relevant files and redact your full card number, account passwords, and other sensitive information. Keep the original photos, receipt, sent message, delivery confirmation, and case number.

21 defective-item email templates

Templates 1 through 15 are buyer messages. Templates 16 through 21 are replies a business can send.

1. Full refund request

Subject: Defective [Product] - Order [Number] - Refund Request

Hello [Seller or Support Team],

I bought [product] on [date] under order [number]. The item is defective: [describe the specific problem]. I first noticed the issue on [date].

I have attached [photos, video, receipt, or other evidence]. I would like a full refund of [amount] to the original payment method. If the item must be returned, please send the return instructions and any required label.

Please confirm the next step by [date].

Thank you,
[Full name]
[Email and phone number]

2. Replacement request

Subject: Replacement Request for Defective [Product] - Order [Number]

Hello [Seller or Support Team],

The [product] from order [number], purchased on [date], arrived with this defect: [clear description]. The attached [photos or video] show the problem.

I prefer a replacement of the same model. Please confirm whether it is available, whether you need the original item returned first, and how that return will be handled.

Please send the replacement and tracking details when available.

Regards,
[Full name]

3. Replacement preferred, refund if unavailable

Subject: Defective [Product] - Replacement Preferred, Refund if Unavailable

Hello [Seller or Support Team],

I received [product] under order [number] on [date], but [describe the defect]. The item has been used only as directed. I have attached evidence of the problem.

My preferred resolution is a replacement. If that model is unavailable, please process a full refund instead. Please explain whether I need to return the defective item and provide any required label or authorization number.

Thank you,
[Full name]

4. Short defect report

Subject: Defect Report for Order [Number]

Hello,

The [product] I received on [date] is defective because [brief description]. I have attached [photo or video] and my proof of purchase.

Please arrange a [refund or replacement] and tell me the next step.

Thanks,
[Name]

5. Item damaged on arrival

Subject: Item Damaged on Arrival - Order [Number]

Hello [Seller or Support Team],

The [product] delivered on [date] was damaged when I opened the package. The outer packaging was [describe its condition], and the product has [describe the damage].

I have attached photos of the package, shipping label, and damage. Please confirm whether you will send a replacement or issue a refund. Also let me know whether I should keep the packaging for inspection.

Sincerely,
[Full name]

6. Missing parts or incomplete product

Subject: Missing Parts in [Product] - Order [Number]

Hello,

My [product] from order [number] arrived on [date], but it is missing [part, accessory, or component]. Because of this, I cannot use it as described.

I have attached the invoice and a photo of the contents. Please send the missing part or offer a replacement or refund. Please also confirm whether you need the incomplete item returned.

Regards,
[Name]

7. Product stopped working after setup

Subject: [Product] Stopped Working - Order [Number]

Hello [Support Team],

I received [product] on [date]. It worked for [period, if applicable] and then [describe exactly what happened]. I followed the instructions and tried [safe troubleshooting steps].

The item still does not work. Please advise whether this is covered by your return policy or warranty and arrange a [repair, replacement, or refund]. I will not attempt further repairs that could affect coverage.

Thank you,
[Full name]
[Model and serial number]

8. Written warranty claim

Subject: Warranty Claim for Faulty [Product] - Serial [Number]

Hello [Warranty Team],

I am submitting a warranty claim for [product], purchased on [date] from [seller]. The order or receipt number is [number], and the serial number is [number].

The defect is [specific description]. I have attached proof of purchase, photos, and the relevant warranty information. Please confirm whether the claim is covered and provide the claim number, return instructions, and expected repair or replacement process.

Regards,
[Full name]
[Contact details]

The FTC's warranty guidance explains that warranty coverage, limitations, and claim procedures should be stated in writing. Check those terms before describing a claim as automatically covered.

9. Warranty claim after a retailer referral

Subject: Retailer Referral for [Product] Warranty Claim

Hello [Manufacturer or Warranty Provider],

The retailer, [retailer name], directed me to you regarding my defective [product]. It was purchased on [date], and the order or receipt number is [number].

The problem is [description]. The retailer's support case is [case number, if available]. I have attached my proof of purchase, serial number, photos, and the retailer's instructions.

Please confirm the next step for a warranty repair or replacement.

Thank you,
[Full name]

10. Marketplace seller message

Subject: Defective Item from Order [Number]

Hello [Seller],

I received [product] through [marketplace] on [date]. The item is defective because [specific problem]. I have attached [photos or video].

I would prefer a [refund or replacement]. Please tell me whether I should use the marketplace's return process and whether you will provide a label or return authorization. I will keep this conversation and the order details with my records.

Regards,
[Name]

Use the marketplace's order page or messaging system when possible. That keeps the case history together and may help you meet a platform deadline.

11. Etsy Help with order request

Subject: Help with Defective [Item] - Order [Number]

Hello [Shop Name],

I received [item] on [date], but it does not work or match the listing because [specific description]. I have attached photos and the order details.

I would like a [refund or replacement]. Please let me know how you want to resolve this through Etsy's Help with order process.

Thank you,
[Name]

Etsy directs buyers to start with a Help with order request. If the issue remains unresolved, Etsy's instructions for opening a case say an eligible buyer may be able to ask Etsy to step in after 48 hours have passed. Eligibility and order requirements apply. The Etsy Purchase Protection program is not a blanket promise that every defective-item claim will be refunded.

12. Request for return instructions or a label

Subject: Return Instructions Needed for Defective [Product]

Hello [Seller or Support Team],

Thank you for confirming that the [product] is eligible for return under order [number]. Please send the return authorization number, shipping label, packing instructions, and return deadline.

I will keep the item and packaging until I receive your instructions. Please also confirm when the refund or replacement will be issued after the return is received.

Regards,
[Full name]

13. First follow-up after no response

Subject: Follow-Up on Defective [Product] - Order [Number]

Hello [Seller or Support Team],

I contacted you on [date] about the defective [product] in order [number], but I have not received a response. The issue is [brief description].

I am attaching the original information again for convenience. Please confirm that you received this message and tell me whether the resolution will be a refund, replacement, or repair.

Thank you,
[Name]

14. Second follow-up and written escalation

Subject: Second Request: Defective [Product] - Order [Number]

Hello [Support Manager or Seller],

I first contacted [company] on [date] and followed up on [date] about [product] and order [number]. I still need instructions for resolving the defect.

Please review the attached correspondence and confirm a resolution or escalation contact by [date]. If you need additional evidence, please identify exactly what is missing.

I would prefer to resolve this directly and will keep a record of the response.

Sincerely,
[Full name]

15. Refund not showing

Subject: Refund Not Received for Order [Number]

Hello [Seller or Support Team],

You confirmed that a refund of [amount] for order [number] was initiated on [date]. As of [date], it has not appeared on my statement.

Please confirm the refund date, payment method, and refund reference number. If needed, the payment account ends in [last four digits]. Please investigate with your payment processor and tell me what I should do next.

Regards,
[Name]

A message saying that a refund was processed usually means the merchant initiated the transaction. The date it appears can depend on the payment provider. Ask for a reference number rather than relying on a general posting estimate.

16. Business acknowledgment and evidence request

Subject: We Received Your Defective Item Report - Order [Number]

Dear [Customer Name],

Thank you for reporting the problem with your [product]. I am sorry it has not performed as expected.

We have opened case [case number]. To review it, please send [specific missing item, such as a photo of the serial label]. Please do not send payment details. Once we receive that information, we will confirm the available resolution and next step by [date].

If the item presents a safety risk, stop using it and tell us in your reply.

Sincerely,
[Agent name]
[Company and contact details]

17. Business response approving a refund

Subject: Refund Approved for [Product] - Order [Number]

Dear [Customer Name],

We have approved a refund of [amount] for the defective [product] in order [number]. The refund was initiated on [date] to the original payment method.

Please keep or return the item according to the attached instructions. Your refund reference is [reference number]. If the refund does not appear after the payment provider's stated processing period, reply to this email so we can investigate.

We apologize for the inconvenience.

Regards,
[Agent name]
[Company]

18. Business replacement approval

Subject: Replacement Approved for [Product] - Order [Number]

Hello [Customer Name],

I am sorry about the defect in your [product]. We have approved a replacement under order [number].

The replacement order is [replacement number]. It is expected to ship on [date]. We will send tracking details when available. Please use the attached label to return the original item if a return is required.

Thank you for giving us the opportunity to correct this.

Sincerely,
[Agent name]
[Company]

19. Business repair update

Subject: Repair Update for [Product] - Case [Number]

Dear [Customer Name],

Your [product] is currently with [repair center or department] under case [number]. The current status is [diagnosis, parts ordered, or repair in progress].

Our next update is due by [date]. We will contact you sooner if the repair cannot be completed or if the available resolution changes. Please reply here with any questions.

Regards,
[Agent name]
[Company]

20. Business response requesting more information

Subject: Information Needed for [Product] Defect Review

Hello [Customer Name],

We want to review your report about [product] from order [number]. Please send the following items:

• [Photo or video showing the defect]
• [Model or serial number]
• [Description of when the problem occurs]

Please do not disassemble the product or attempt repairs that are not authorized by the instructions or warranty. Once we receive the information, we will confirm the next step by [date].

Thank you,
[Agent name]
[Company]

21. Business denial or limited remedy

Subject: Decision on [Product] Claim - Order [Number]

Dear [Customer Name],

We reviewed your claim for [product] and the evidence provided. We cannot approve a [refund or replacement] under [specific return or warranty term] because [brief, factual reason].

We can offer [repair, inspection, replacement at a stated cost, or another available option]. If you have information that may change this decision, reply with it by [date]. We will review any additional evidence under the same policy.

Sincerely,
[Agent name]
[Company]

A denial should identify the actual policy or warranty provision and the facts that led to the decision. It should not make a broad statement that the customer has no rights.

Choose the remedy before you write

State one preferred remedy and, if useful, a fallback. For example: "I prefer a replacement; if that model is unavailable, please issue a full refund." The seller's policy, warranty, platform rules, and applicable law may determine which option is available.

How to send and track the complaint

1. Read the return policy and warranty. Look for deadlines, exclusions, required forms, return-shipping rules, and whether the seller or manufacturer handles claims. The FTC notes that many stores set return windows, sometimes 30 or 90 days, so save a copy of the terms that applied when you bought the item.
2. Use the right channel. Start with the seller or retailer named on the receipt. For marketplace purchases, use the platform's order page and messaging tool as well as any required seller-contact process.
3. Describe the defect, not just your disappointment. "The charging port disconnects after two minutes" is more useful than "This is terrible."
4. Ask for one clear resolution. Give a preferred remedy and a fallback instead of listing every possible demand.
5. Use a requested date, not an invented legal deadline. "Please reply by March 18" is clear. Do not claim that a seller must respond within 14 days unless a specific policy or law actually applies.
6. Save everything. Keep the sent message, attachments, screenshots, delivery confirmation, case number, return receipt, and names of representatives. The FTC specifically recommends keeping notes and copies of online chats, forms, and letters.
7. Do not ship blindly. Ask whether a return authorization or label is required. Follow the seller's instructions and keep tracking information.
8. Follow up through the same case. If the published support window passes, reply to the existing thread so the history stays together.

U.S. rules that can affect a defective-item claim

A normal return policy and a defect claim are not always the same thing. A store may limit change-of-mind returns while its warranty or other consumer protections address products that fail, arrive damaged, or do not match their description. The result can depend on the product, seller, purchase date, written terms, and state law.

A written warranty may cover only certain parts, repairs, or defects. It may also contain exclusions related to misuse, unauthorized modifications, or failure to follow instructions. Read the warranty's claim procedure before sending the product to a manufacturer. A service contract can be a separate agreement rather than the product warranty.

If the amount is substantial or the seller disputes a potentially valid warranty or consumer claim, check your state's consumer-protection resources or seek advice from a qualified professional. This article is general information, not legal advice.

If you paid by credit card, debit card, or another payment service and the seller will not resolve the issue, ask the provider about its separate dispute process and deadline. A payment dispute is not automatic proof that the seller owes a refund, and requirements differ by payment method. Send the provider your order record, defect evidence, correspondence, and return tracking if requested.

Amazon, Etsy, and other marketplace purchases

Marketplace rules can add deadlines and evidence requirements. A seller's email alone may not preserve a platform claim, so open or update the issue from the order record.

For Amazon, begin with the current help or return option shown for the specific order. Replacement availability, return instructions, third-party seller involvement, and eligibility can vary by item and order. Do not assume that a general email template overrides the platform's on-site process.

For Etsy, use the Help with order request first when that is the available route. Keep the request, seller messages, photos, and order record together. Etsy says an eligible buyer may ask it to step in after 48 hours have passed from the Help request if the problem remains unresolved. Review the current case and Purchase Protection requirements before relying on that route.

For any other marketplace, save the listing, seller description, order record, photos, messages, and platform decision. A product that is "not as described" may require different evidence from a product that simply stopped working.

If the product may be unsafe

A safety complaint needs faster handling than an ordinary quality complaint. If the item is hot, smoking, sparking, leaking, causing an injury, or otherwise dangerous, stop using it if you can do so safely. Contact emergency services for an immediate danger or serious injury.

Tell the seller exactly what happened, when it happened, and whether anyone was injured. Do not continue testing a hazardous item or mail it back without instructions. Preserve the product, packaging, model information, and photos if it is safe to do so. A refund request does not replace a separate product-safety report when one is appropriate.

Mistakes that weaken a defect complaint

• Citing a law from the wrong country or state
• Claiming a fixed response or refund deadline without a source
• Using vague language such as "it does not work" without describing the symptom
• Sending a full payment card number or unrelated personal information
• Attaching huge files without naming them or explaining what they show
• Returning the item without a label, authorization, or tracking
• Threatening a chargeback or lawsuit in the first message
• Asking the customer to repeat information already in the case file
• Promising a refund has arrived when it has only been initiated
• Blaming the customer before reviewing the evidence

Frequently asked questions

Should I ask for a refund or replacement?

Ask for the remedy you prefer and name a fallback. A replacement is useful when you still want the product and the same model is available. A refund may be better when the item is unsafe, unavailable, or repeatedly defective.

Do I need to cite a consumer-protection law?

Usually, no. Start with the order details, defect, evidence, and requested resolution. Cite a law only when you are confident it applies to your state, product, transaction, and timing. A written warranty or return policy is often the most useful document for the first email.

How long should I wait before following up?

Use the seller's published support or warranty timeline. If none is provided, follow up after a few business days and include the dates of your earlier messages. Marketplace case windows can be different, so check the order page rather than relying on a general estimate.

What if the seller refuses to help?

Ask for the refusal in writing and the policy or warranty term supporting it. Then try a supervisor, the product manufacturer, or the marketplace's formal process. If you paid electronically, ask your card issuer or payment provider about its separate dispute route and deadline.

What evidence is most useful?

A receipt or order record proves the purchase. Clear photos or video show the defect. A serial number, model number, delivery date, packaging photos, and prior case messages help the seller identify the product and review the claim quickly.

Use the best-fit template through the seller's official support channel, attach only the evidence requested, and save the case number and every response.