An automated system denied your refund. The response was a form letter citing a policy. Here is how to push back — and what law to cite depending on where you are.
Most automated denials cite vague policy language: "outside return window," "non-refundable," "terms and conditions." Before you respond, identify what specific consumer protection law applies to your situation. Policy terms cannot override statutory rights — if a law gives you the right to a refund, a company's internal policy cannot take it away.
🇪🇺 EU
Under the Consumer Rights Directive 2011/83/EU, you have a 14-day cooling-off period for online purchases. CRD For defective goods, the EU Sale of Goods Directive gives you a minimum 2-year legal guarantee. The seller must offer repair, replacement, or refund — at your choice. "Store policy" cannot override this.
🇬🇧 UK
The Consumer Rights Act 2015 gives you a 30-day right to reject faulty goods for a full refund. CRA 2015 After 30 days you are entitled to a repair or replacement first. If the repair or replacement fails, you are back to a refund right. If you paid by credit card, Section 75 of the Consumer Credit Act means your card issuer is jointly liable. S75
🇺🇸 US
There is no single federal right to return, but the Fair Credit Billing Act lets you dispute credit card charges for goods not delivered as described. FCBA Initiate a chargeback with your card issuer. Dispute within 60 days of the statement. State consumer protection laws (UDAP) may also apply — especially in California and New York. UDAP
🇮🇳 India
The Consumer Protection Act 2019 covers defective goods and deficient services. CPA 2019 E-commerce platforms are liable for goods listed on their platform if they fail to act on complaints. File with the National Consumer Helpline (1800-11-4000) or consumerhelpline.gov.in.
Do not write a general complaint. Name the specific law, the specific right it gives you, and the specific deadline for a response:
"Under [specific law], I am entitled to [specific remedy] because [specific reason]. I am giving you [X] days to resolve this before I escalate to [specific regulator / ombudsman / small claims court]."
This approach works because it tells the company that you know what you are talking about, and that there is a concrete next step if they do not comply. Vague complaints get form letter responses. Specific legal references get routed to someone who can actually resolve them.
Company policies cannot override the law. An automated system denying your refund is citing the company's own terms. Your counter is always the statutory right that exists above those terms. Know the law for your jurisdiction, name it specifically, and the calculation changes.
Fix AI has 50 cases across EU, UK, US, and India where you practice making exactly these arguments against AI bots. The bot cites policy. You cite law. See who wins.
Practice Refund Disputes Free →