How to Handle Consumer Rights Act Refund Requests

Act as a specialist consultant.

Here is the improved business prompt template, maintaining the exact structure and variables while enhancing clarity, persuasiveness, and focus on desired results:

**Objective: Resolve a customer refund request while upholding statutory obligations and protecting the business.**

A customer is demanding a full refund for a **[Product/Service]** bought **[Time Since Purchase | text]** ago.

Core Issue: **[Issue Description | text]**.

Based strictly on the **UK Consumer Rights Act 2015**, draft a definitive, legally sound response that clearly manages customer expectations.

**Mandatory Response Directives:**
1. **Inspection Requirement:** Clearly state that an inspection of the item is an essential mandatory step to accurately determine if the failure is due to a manufacturing defect or normal wear-and-tear.
2. **Burden of Proof (Post-6 Months):** If the purchase date exceeds six months, politely and professionally articulate the shift in the burden of proof as stipulated by the CRA 2015.
3. **Remedy Offering:** Proactively offer the appropriate statutory remedy (repair or replacement) as the primary resolution pathway before discussing a refund, if applicable under the Act.

**Desired Tone:** Firm yet empathetic, prioritizing clear legal accuracy and moving the customer toward the next required procedural step.