documentITnow

How do I get a refund for a product or service?

Updated July 1, 2026United States

Short answer

Start with the seller's own return or refund policy and make a clear, documented request in writing, with your receipt and the reason. If they refuse and you paid by card, you may be able to dispute the charge with your card issuer (a "chargeback") — there are time limits, so act promptly. Keep records of everything, and if it isn't resolved, escalate to your state consumer protection office or attorney general, the Federal Trade Commission, or the BBB. There's no general legal right to a refund on most purchases, so what can be claimed depends on the seller's policy and on state and federal law — check what applies.

The myth is that you can always get your money back. The reality is that refunds come from a policy or a law — so the move is to find which one is on your side and document your way to it.

Step by step

  1. Check the policy first

    Read the seller's stated return and refund policy and any terms on your receipt. Many purchases aren't automatically refundable by law, so the policy is often your starting point — know what it actually promises before you argue.

  2. Ask in writing, clearly

    State what you bought, when, the problem, and that you're requesting a refund, and attach your proof of purchase. Keep a copy. A written request is both clearer and a dated record if you have to escalate.

  3. Escalate within the company

    If a front-line rep says no, calmly ask for a supervisor or customer-relations. Note who you spoke to and when. Policies are often applied with more flexibility a level up.

  4. Consider a card chargeback

    If you paid by credit or debit card, you may be able to dispute the charge through your card issuer. For credit cards, the federal Fair Credit Billing Act gives billing-dispute rights, and card networks have their own processes — but there are time limits, so act promptly and contact your issuer about the deadline.

  5. Know that a general "cooling-off" right is limited

    Contrary to a common belief, most purchases don't come with an automatic right to cancel. A narrow federal "cooling-off" rule gives a short cancellation window only for certain sales (like some door-to-door sales) — check the Federal Trade Commission for whether it applies to yours.

  6. File a consumer complaint

    If it's still unresolved, complain to your state consumer protection office or attorney general and the Federal Trade Commission, and consider the BBB — which is a private, non-government organization, not a regulator. Keep every confirmation and reference number.

  7. Keep documenting (and consider small claims)

    For a documented amount within your state's small-claims limit, small claims can be an option. Either way, keep your receipts, messages and timeline organized throughout.

Plain-English terms

Chargeback
Disputing a card charge through your bank or card issuer to try to reverse it. It's a separate route from the seller's own refund process, with its own deadlines.
Fair Credit Billing Act
A federal law that gives credit-card users the right to dispute certain billing problems with their card issuer. Time limits apply, so check with your issuer promptly.
Consumer protection
The set of laws and agencies (state and federal) that protect buyers from unfair or deceptive business practices. Your state office and the FTC are the main channels.
FTC (Federal Trade Commission)
The federal consumer-protection agency. It takes consumer reports and enforces against deceptive practices, though it generally doesn't resolve individual refunds for you.
BBB (Better Business Bureau)
A private, nonprofit organization that logs consumer complaints and rates businesses. It's not a government agency and can't enforce the law, but a complaint can still prompt a response.

The tool for this

buildmyevidence

This guide tells you what to do. buildmyevidence does it with you — your receipt, the policy, the problem and every message in one case file, so a refund request (or a chargeback, or a complaint) is easy to make and back up. Every entry is dated for you.

  • Keep receipts, the policy and the problem together, dated
  • Log every request and response through each escalation
  • Export a complete, organized record for your card issuer, the AG, or the FTC
See buildmyevidence

Related questions

This is general information to help you keep your own records — not legal advice. Refund rights depend on the seller's policy and on state and federal law, and card-dispute deadlines vary — check the seller's terms, your card issuer, your state consumer protection office, and the FTC.