A demand letter is a short, factual document stating what you paid, what went wrong, and what you want back by when. It isn't a lawsuit and you don't need a lawyer to send one — but a written letter with a deadline tends to get a different response than another phone call to support.
What you bought and when. The order number, the date, and the amount paid.
What went wrong. In one or two sentences — never arrived, arrived defective, didn't match the description, or a refund was already promised and never sent.
What you want. A specific dollar amount, stated plainly.
A deadline. A specific date, usually a week or two out.
What happens if they miss it. Saying you'll file a card chargeback or a small claims case isn't a threat, it's the actual next step — and stating it plainly tends to move things along.
Anger and anything you can't back up. A letter that recounts every frustrating phone call reads as a complaint. A letter that says "I paid $180 on June 2nd for an item that never arrived; I am requesting a full refund by [date]" reads as something that isn't going away on its own.
If part of the order was fine, say so. Asking for a full refund on something partly delivered or partly your error weakens the rest of the letter.
Email is usually fine as the first channel for a company, since most support runs through it and it creates a timestamped record. If you have a mailing address and want something harder to lose in a support queue, certified mail with return receipt is the stronger option.
Keep a copy of exactly what you sent, and screenshot or save any response.
Some companies refund once there's a written demand with a deadline attached — it reads differently than a support ticket. Some offer a partial refund or a credit instead; whether that's worth accepting is your call. Some don't respond at all, and that documented silence is useful if you move to a chargeback or small claims.
Get the order details and the timeline straight first — what you were told, when, and by whom. If the company already promised a refund and it just hasn't shown up, see company won't give me a refund. If it's an outright refusal instead, see business refuses to refund.
Wherewithal is an organizational tool, not a law firm, not legal advice.
Wherewithal is an organizational tool only. Not legal advice. Consider consulting a licensed attorney.