Demand Letter Basics

How to Write a Demand Letter for a Product That Is Not Fit for Purpose

*this is not legal advice.

Have you purchased a product only to find that it doesn’t perform as promised? If you’re dealing with a product that is not fit for its intended purpose, a demand letter can be an effective way to seek a refund, replacement, or repair. Here’s a step-by-step guide on how to craft a clear, professional demand letter that helps you get the resolution you deserve.

Step 1: Gather Evidence and Documentation

Before you start writing, gather all relevant documents to support your claim. This includes:

  • Purchase receipts or proof of payment.

  • Warranty or guarantee documentation, if applicable.

  • Photos or videos of the product showing any visible issues.

  • Communication records with the seller or manufacturer, such as emails or customer service chat logs.

Step 2: Structure Your Demand Letter

A demand letter should be clear, concise, and professional. The typical structure includes:

  1. Sender’s Information: Include your full name, address, email, and phone number.

  2. Date: Place the date at the top of the letter.

  3. Recipient’s Information: Add the name, title, and contact information of the recipient (e.g., customer service manager).

  4. Subject Line: Use a brief subject line, such as “Demand for Refund for Product Not Fit for Purpose.”

Step 3: Start with a Clear Statement of Your Intent

In the opening paragraph, state your purpose clearly. Specify that you are seeking a resolution because the product does not meet the standards expected for its intended purpose.

Example:
"I am writing to formally request a refund for the [product name] I purchased on [purchase date]. The product does not function as intended and is therefore not fit for purpose, as required under consumer protection laws."

Step 4: Describe the Product Issues in Detail

Clearly describe how the product fails to meet its intended purpose. Be specific and objective in your explanation.

Example:
"Upon using the [product name], I discovered [describe issue]. According to the product specifications and advertising, it was intended to [state intended function]. However, despite following the instructions, it has failed to perform as advertised, making it unusable for my needs."

Step 5: Reference Applicable Consumer Protection Laws

If relevant, mention any consumer protection laws that support your case, such as the implied warranty of merchantability or specific consumer rights laws in your country.

Example:
"Under the [applicable consumer protection law], a product must be fit for its intended purpose. Since this product does not meet that standard, I am within my rights to request a full refund or replacement."

Step 6: State Your Desired Resolution

Be clear about the resolution you are seeking, such as a refund, replacement, or repair, and set a deadline for a response.

Example:
"I am requesting a full refund of [$ amount] for the [product name]. I expect to receive a response by [date, typically within 14-21 days], after which I may consider further action if the issue is not resolved."

Step 7: Attach Supporting Documents

Mention any attachments or enclosures you’ve included to support your claim. List documents such as receipts, photos, or prior communication copies at the end of the letter.

Step 8: Close the Letter Professionally

End with a professional closing statement, such as:

Example:
"Thank you for your prompt attention to this matter. I look forward to a satisfactory resolution."

Sample Closing

  • Sincerely,

  • [Your Name]

Demand Letter Template

[Your Name]
[Your Address]
[Email Address]
[Phone Number]
[Date]

[Recipient’s Name]
[Recipient’s Title]
[Company Name]
[Company Address]

Subject: Demand for Refund for Product Not Fit for Purpose

Dear [Recipient’s Name],

I am writing to formally request [refund/replacement] for the [product name] I purchased on [purchase date]. The product does not meet its advertised purpose, as it fails to [describe issue briefly]. This issue prevents the product from performing as intended, which I consider grounds for a full refund under [applicable law].

[Continue with your detailed points from Steps 4–7].

Thank you for your prompt attention to this matter. I look forward to your response by [deadline date].

Sincerely,
[Your Name]