The precise solution will depend on the nature of the goods themselves and how you purchased and received them. Whether the goods will be collected, or the supplier will reimburse you for the costs of returning them is another key point covered by the template. However, if you'd prefer to have a replacement, then you can either handle the situation a bit more informally at this stage, and simply call or email the supplier to request this, or you can select the alternative wording offered with the template. The template prioritises a request by you for a refund from your supplier. you couldn’t open the packaging or see through it, before you bought the product, then you’d be on good grounds to make the argument set out in this template letter. So, if you inspected the goods and had the chance to notice (but didn’t) that they were not satisfactory or fit for purpose, and that this would have been reasonably obvious to most people like you, then you’d have a hard time arguing that the goods were not acceptable to you on grounds of being unfit for purpose or of unsatisfactory quality.īut if defects or issues were obscured from you, or would not have been obvious (i.e. The only exception to this rule is if a defect or issue was specifically pointed out to you before you ordered or bought the goods. Goods sold must also match any samples that you were shown and any catalogue descriptions. if a salesperson tells you that a printer will be compatible with your laptop, or that a particular paint will be appropriate to paint a radiator or a bathroom. ‘Fit for purpose’ means that the goods can be used everyday, for the reasons they are intended, as well as suitable for any specific additional purpose that the seller told you they would be suitable, e.g. The terms implied by the Sale of Goods Act require that goods sold to you must be as described, of satisfactory quality, and fit for purpose. Goods must be of satisfactory quality and 'fit for purpose' The terms of the contract between you both will also be key to determining what rights you may rely on in bringing your complaint and getting it resolved. The template contains plenty of helpful guidance covering your rights as a customer and the standards by which the law typically holds your supplier to account. You should use this template letter at the start of any correspondence with a supplier who has provided your business with goods that you consider to be faulty, damaged or not what you requested.įirst letter of complaint about goods that are defective, damaged or not what was requested You may find you don't need to send anything as formal as the template letters in this suite.īut if the troublesome goods you've received are high value and/or high volume and/or important to your business, and if you're ready to get going with a more formal approach, let's take a look at how you can use the templates that Farillio and Wilkes have created for you.įor a quick and friendly expert view on your position and your prospects of success at any stage, as well as how best to draft any of the letters in this series, simply select our Speak to an Adviser feature and we’ll rapidly match you with the right expert to get you the help you need. It can help to reach out via customer service channels that some suppliers run via social media, customer call-lines and website live chat features can also help resolve well-presented complaints rapidly. But venting your frustrations, on social media or in written correspondence, rarely gets the optimum outcome.īe concise, factual and unemotional in any communications that you choose to send or to publish. It can be intensely annoying to spend time and effort choosing what you need, only to find that what you end up with is not at all what you wanted. However the terms are presented, read them through thoroughly before you start to draft or communicate anything. The supplier should not obscure them from you. Terms and conditions can be displayed on the walls in a business operating out of a premises, on their website, in a brochure, on packaging, even on the back of an order form, invoice or receipt. These terms might be set out in the supplier's terms and conditions (which you may or may not have been able to negotiate ahead of buying the goods), or they may be contained in a more substantial sale of goods contract that you've negotiated for your business. The very first starting point for checking your rights and being able to enforce them, is what's written in the contract that you have with the supplier. If you want to complain about goods not having been delivered at all, or goods being delivered too late for your purposes, you’ll need our separate suite of templates for these scenarios.Īnd if you're the business being complained about, you should refer to our guide to handling complaints about goods that you've supplied.
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