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What if I can't get to the shop?

 
If you cannot take the goods back to the shop, phone or write to the trader. They may have a website with a customer service contact email.

Contact by phone

If you phone, ask to speak to the manager or owner. Explain your problem, keep calm but be firm. Make it clear whether you want a refund, replacement, repair or compensation.

Contact by writing

If you write, briefly set out the problem and ask the trader to get in touch with you. Send your letter by Recorded Delivery. Include a copy of your proof of purchase. Don’t send originals. Start keeping a record of what happens for future evidence. 

Supply information

If the trader replies and asks for more information, be as helpful as you can. This may help the trader solve your problem. If the trader asks for receipts or other documents send copies, not the originals. Keep a copy of any reply you send. If you get no reply to your letter or email, send the trader a reminder.

Accept or negotiate

If the trader offers to do something, but not what you have asked for, you can either accept the offer or negotiate for a better offer. Be reasonable in what you are prepared to accept. Sometimes it can be better to compromise. Only you can decide this. (Keep a copy of every letter or email you write).

If all else fails, you can consider taking the matter to court

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