Consumer notification about supply of unrequested goods (England and Wales)

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What's a template consumer notification about the supply of unrequested goods, and when do you need one?

Use this letter when you have received goods/services from a business supplier that are addressed to you but you did not order/request.

Always ensure first of all that the delivery is not a gift!

If there’s no evidence to suggest that it is, then your rights in relation to these goods depend on whether:

  • this was an order sent to you as a genuine error by a trader, e.g. you received 2 pairs of sunglasses rather than the one that you in fact ordered (you should return the surplus pair – at the trader’s expense), or
  • you genuinely have not ordered the goods (in which case the goods are legally known as ‘unsolicited goods’ and different rules apply, meaning that you are probably in your rights to keep or to dispose of the goods as you wish.

We explain more about this second position, ‘unsolicited goods’, below.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 make clear that where you, as a consumer, receive unsolicited goods, those goods can be treated as an unconditional gift – meaning that you do not have to pay for them or to return them. It is, however, recommended that you send this letter, to make your position clear and since traders who are not behaving unscrupulously, will have made an error and will want to be able to sell those goods, for which they will have paid a supplier.

If the trader’s motives are less honest, (this is often called ‘inertia selling’ by traders) and they try to threaten you for non-payment for these genuinely unsolicited goods, the trader is actually committing an offense, and they will not be able to enforce their demand against you.

If you’d like to talk to someone about a delivery situation that you’re facing, our speak to an adviser service is ideally placed to help you.

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