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Free guidance on faulty purchases

Problem with a purchase?

Choose your situation and find your next step. Use the free template to contact the shop.

Find your next step Write a free complaint letter in Danish

Free template. No account needed.

A person inspecting a phone at a wooden table with proof of purchase and an open parcel

What has happened?

Choose your situation for three practical next steps.

From fault to first message

  1. Identify the fault

    Describe the problem and note when you noticed it.

  2. Keep the evidence

    Find your proof of purchase. Take photos if they help show the fault.

  3. Write to the shop

    Explain the problem and the solution you would like. Keep the reply.

Write to the shop

Copy the template, fill in the details and send the message to the seller.

Open the free complaint template

COMPLAINT · FREE TEMPLATE

Subject: Complaint about [item] — [order number]

Hello [seller],

I bought [item] from you on [purchase date] and received it on
[delivery date]. I noticed the following problem on [date]:
[describe the problem and when it occurs].

I would like to make a complaint and request [your preferred solution,
e.g. repair or replacement].

I have attached [receipt, photos or other documentation].
[Describe any earlier contact or repair].

Please confirm receipt and let me know how we should proceed,
including how the item should be handed in or sent back, if necessary.

Kind regards,
[name and contact details]

Need help with the wording? Create a free Danish letter step by step at Refunded. You send the message yourself.

Find guidance for your purchase

All articles
A phone, proof of purchase and packaging on a wooden table
Guide

Your phone has broken

Document the fault and write to the seller.

Read the guide
Light-coloured casual shoes with a visible gap at the sole on a wooden table
Quick answer

Five mistakes you can avoid

What you keep and write makes your complaint easier to follow.

Read the five tips

Three quick answers

Should I write to the shop or the manufacturer?

For a complaint under the Danish Sale of Goods Act, contact the seller. A voluntary manufacturer’s guarantee may use a different contact route.

Read Forbrug.dk on the seller’s role
Can I complain without a receipt?

You need to be able to document the purchase. An order confirmation or bank statement may be relevant if it shows what you bought, where and when.

Read Forbrug.dk on documentation
Can you handle my case on this website?

This website provides free information and a template. We do not collect case details or handle individual complaints here. At Refunded, you can create a free Danish complaint letter without an account and send it yourself. The paid sending service is not open yet.

Find more questions and answers

General information on consumer purchases in Denmark. Sources: Danish Sale of Goods Act, Act 723/2026 and Forbrug.dk. See the rules and scope.