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Guide · As the client
How to ask for a refund politely
Polite and specific is easier to say yes to. Here’s how to ask.
Check the policy
Know the return or refund terms, and have your receipt or order number ready.
Describe what went wrong
The facts, without the frustration.
Describe, don’t diagnose ›What you might want to sayThis was a total waste of money. I want my money back now.
Porcupine · The behavior, not the person“A total waste of money” and “now” say how you feel. The jacket, the zipper and the order number say what happened.
What might land betterThe jacket I ordered on June 3 arrived with a broken zipper. My order number is 48213.
Say exactly what you want
A full refund, a replacement or store credit. Say which.
Honest and hearable ›What you might want to sayDo something about it.
Porcupine · A clear, doable request“Do something about it” leaves the choice to them. “A full refund to my card” names the one you’d like.
What might land betterI’d like a full refund to my card, please.
Stay polite
The person you’re talking to may not have caused the problem, but they can help fix it.
Respect, even when angry ›What you might want to sayYour company is a joke.
Porcupine · Say what you appreciate“Your company is a joke” lands on the person helping you. “I know this isn’t your fault” thanks them for helping.
What might land betterI know this isn’t your fault. I’d appreciate your help with it.
Hear what they can do
If the answer is no, ask what is possible.
Understand before answering ›What you might want to sayThat’s unacceptable.
Porcupine · Ask real questions“Unacceptable” ends the talk. Asking what they can do keeps it going.
What might land betterIf a refund isn’t possible, what can you do?
Keep a record
Note who you spoke to and when, or keep the emails.
If you’re stuck
Ask to speak with a manager. For a bigger amount, your card issuer or a local consumer protection office can tell you your options.
The common mistake
Venting before asking
A long complaint about how bad the product was can bury what you actually want. Lead with the facts and your request, so the person reading it can help you faster.
Respect, even when angry ›If it doesn’t go the way you hoped
What they might say, and what you could say back.
If they sayThat’s outside our return window.
You could sayI understand. It broke in normal use within a month. Could you make an exception, or offer a repair?
If they sayWe can offer store credit.
You could sayThanks. I’d prefer a refund to my card, if that’s possible.
If they sayYou’ll need to pay to ship it back.
You could sayOkay. Since it arrived broken, could you send a prepaid label?
Putting it together
The whole message, before and after.
What you might want to sayThis was a total waste of money. I want my money back now.
Porcupine · A clear, doable requestWhat you bought, what went wrong, the order number, a photo and exactly what you want. It’s everything they need to say yes quickly.
What might land betterThe jacket I ordered on June 3 arrived with a broken zipper. My order number is 48213, and I’ve attached a photo. I’d like a full refund, please. Thank you for your help.
Run a Quills Check on yours
Write what you want to say, however it comes out. I’ll show you if the quills are up, and a version with them down.
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Common questions
Should I call, email or chat?
Whatever the company prefers. Email or chat gives you a written record.
What if I’m past the return window?
You can still ask. Explain what happened, and ask whether they can make an exception.
What if I’ve already used it?
Say so. If it failed in normal use, many companies will still help.
Know someone this would help?
Send them this guide. The link shows its title and one of its examples.
Find the words with Porcupine
PorcupineIf the first answer is no, I’ll help you follow up, politely and firmly.
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Related guides
Guides are general information, not legal, financial or professional advice. If you’re afraid of how someone might react, put your safety first and talk to someone you trust (Safety first).