Guides · Bills and refunds

How to Get a Return or Warranty Claim Accepted, in Writing

By Reza Kuweiti · October 30, 2026

Returns and warranty claims go smoother with good proof and one clear, written request. Here is the order to follow, with messages you can copy.

1. Check the store's return policy

Look on your receipt, the store's website, your order email, or signs at the register. Check:

• How many days you have to return it
• Whether you get a refund, store credit or an exchange
• Whether you need the receipt, tags or original packaging
• Any restocking fee or final-sale rules

In California, some stores must clearly post their return policy. This applies when they won't give a full refund, credit or exchange within seven days with a receipt.

If such a store doesn't post its policy, you can return the item with proof of purchase within 30 days for a full refund. This rule doesn't cover some items, such as perishables, final-sale items and custom orders.

2. Check the manufacturer's written warranty

The warranty usually comes in the box or on the maker's website. The FTC suggests checking:

• How long the warranty lasts
• Which parts and problems are covered. If they aren't listed, assume they aren't covered.
• What the company will do if the product fails: repair, replace or refund
• Whether you pay for labor or shipping
• Whether you go to the manufacturer or back to the seller

Under the federal Magnuson-Moss Warranty Act, written warranties must be available to read before you buy. A company that offers a written warranty also can't disclaim implied warranties.

Implied warranties cover products even without a written warranty. In California, the Song-Beverly Consumer Warranty Act is the state's warranty law.

3. Gather your proof

• Your receipt or order confirmation. The FTC notes it proves the date you bought it and that you're the original owner.
• The model and serial number, usually on a label or in the settings
• Clear photos or a short video showing the problem
• A copy of the warranty
• Key dates: when you bought it, when the problem started, and any earlier contact

4. Decide who to contact first

If you're still inside the return window, start with the store. The FTC also says to contact the seller first when a product has a problem. If the seller doesn't resolve it, write to the manufacturer. The warranty should list its address.

Use a written route: an online return or warranty form, support email, or a letter. If you use chat, save the transcript. Keep phone calls as a last resort, and confirm anything said on a call in writing.

5. Send a clear written claim

Say exactly what you want: a refund, repair, replacement or exchange. Attach your proof and keep a copy of everything you send.

Subject: [Return / Warranty claim] for [product name], order [number]

Hello,

I bought a [product name], model [number], serial [number], on [date] from [store or website]. Order or receipt number: [number].

The problem: [describe it, for example "the unit stopped turning on after two weeks of normal use"]. It started on [date].

I am asking for a [refund / repair / replacement / exchange] under your [return policy / written warranty]. Copies of my receipt, the warranty and photos are attached.

Please reply by [date] with next steps, including any return shipping label or authorization number.

Thank you,
[Your name]
[Email]

Mailing a letter? The FTC suggests certified mail with a return receipt, so you can prove the company got it.

6. Follow up once, in writing

Hello,

I am following up on my [return / warranty] request sent on [date] for [product name], order [number]. My case or reference number is [number, if any].

I have not yet received [a reply / the refund / the repair]. Please reply by [date] with the status and next steps. My first message is attached.

Thank you,
[Your name]

7. Price adjustments

Some stores offer a price adjustment if the price drops soon after you buy. Check the store's policy for the time limit and any rules. Then ask in writing, with your receipt and a screenshot of the lower price.

8. If the answer is no

• Your credit card issuer. The federal Fair Credit Billing Act covers billing errors, including things you didn't accept or that weren't delivered as agreed. Write to the issuer's billing inquiries address, not the payment address. Your letter should reach it within 60 days after the first bill with the error.
• Quality problems on a credit card. You may have added rights against the card issuer. Conditions apply, including where you bought it and that you tried to resolve it with the seller first.
• Debit cards. The FTC says legal protections are stronger for credit cards than for debit cards. Contact your bank quickly and ask about its deadline.
• A consumer complaint. In California, you can file a complaint online with the California Department of Justice. It can't give legal advice or act for you personally. The Department of Consumer Affairs self-help page lists more places to turn. Outside California, contact your state's consumer protection office.
• Report it to the FTC. You can also report a problem at ReportFraud.ftc.gov.

General information only, not legal or financial advice. Every company and card issuer has its own rules.