Complaints
Defective Product Email Template
Report a product that arrived broken, malfunctioning, or not as described.
When to use this template
The product I received is defective and unusable, and I need a replacement or refund.
Example subject line
Defective Item Received — Order #90372, Requesting Replacement
Tips for writing this email
- Include the order number, product name, and date of purchase
- Attach photos or a short video showing the defect clearly
- Reference the warranty or return policy if applicable
- State whether you prefer a replacement, repair, or full refund
What to avoid
- Do not dispose of the product or packaging before the issue is resolved
- Avoid assuming the company will not help — give them a chance to respond
- Do not send the product back without getting a return authorization first
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Generate This EmailFrequently Asked Questions
Do I need to return a defective product before getting a refund?
It depends on the company's policy. Many companies issue a refund or send a replacement before requiring the return. Always ask for a prepaid return label if they do require the item back.
How do I prove a product was defective on arrival?
Take photos or a short video immediately upon opening the package. Include close-ups of the defect and the packaging condition. Timestamped evidence strengthens your claim significantly.
Can I get a refund for a defective product after the return window?
Yes, if the product was defective on arrival, consumer protection laws in many jurisdictions require the seller to offer a remedy regardless of the standard return window. Reference the product warranty or statutory rights in your email.
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