If a seller supplies the wrong product or an item that materially differs from its description, request correction or a remedy using a clear comparison between the order and delivery. Save the listing, order confirmation and photographs of what arrived. The appropriate refund, replacement or other outcome depends on the circumstances and applicable protections; a mismatch is different from simply disliking an accurately described item.
The damaged, defective and incorrect items guide provides the wider framework. Here the strongest starting point is a specific difference that another person can verify without relying on a general statement that the product is disappointing.
Compare the ordered specification with the supplied item
Match the product name, model, size, color, material and quantity. Photograph identifying labels or serial numbers and retain the packing slip. If the box has the correct description but contains another model, show both. That helps distinguish a warehouse picking error from an inaccurate listing.
For example, a seller shipping a 128 GB device against an order for 256 GB creates a measurable difference. A screen appearing slightly different under room lighting may require more context. Identify the specification you relied on and avoid claiming a mismatch solely because a picture looked different on your display.
Preserve the description connected to the purchase
Save the original listing, downloadable specification and order confirmation. If the live page changes, preserve the newer version separately. Record whether the seller disclosed a substitute, refurbished condition or excluded accessory before you bought. A later website edit does not itself show what your transaction promised.
For a labeled UK example, section 11 of the Consumer Rights Act 2015 addresses goods matching their description and relevant supplied information. Its application and remedies depend on the transaction. Do not assume that every marketing disagreement everywhere creates the same immediate refund right.
Distinguish wrong product from missing component
A different model, a wrong size and an incomplete set may need different corrections. If the main item is correct but an advertised component is absent, identify that component and check for a separate shipment. Use missing parts and accessories for that assessment.
If several items share one order, identify which line is wrong. Do not return the entire order unless the seller confirms that arrangement. A replacement request for one item should not accidentally cancel another item you want to keep. Keep screenshots of the selected return lines and quantities.
Request a correction without accepting an unwanted substitute
Tell the seller what you ordered, what arrived and the outcome you request. Ask whether it will supply the correct item, accept a return or propose another resolution. If a substitute is offered, compare its features and any price difference before accepting. A supposedly higher-priced model may still lack the capability you need.
Avoid activating, extensively using or reselling the incorrect item while seeking instructions. If checking its identity required opening packaging, explain that fact accurately. Keep the contents complete. Do not describe a seller’s fulfillment error as an unsolicited gift without assessing the actual transaction and relevant rules.
Confirm return costs and timing
Ask for the authorized destination, suitable label or collection and confirmation of any costs. Clarify whether a replacement will be sent before or after the incorrect item returns. If the correct item is unavailable, ask what alternative remedy the seller proposes rather than paying again without understanding the first transaction’s treatment.
The guide to fault and preference return shipping helps separate the return reason from the cost arrangement. A return portal that treats the item as unwanted may calculate charges differently from the route appropriate to an incorrect delivery.
When the disagreement concerns a promised feature
Quote the specific feature and explain how the supplied product differs. Include a manual reference, model specification or reproducible observation where useful. Distinguish a product limitation from an installation or compatibility problem that the description accurately disclosed. Avoid unsupported technical diagnoses.
For example, if the listing promised compatibility with a named connection but the supplied model lacks it, document the ports and listing. If compatibility depends on an adapter listed as separately required, address that condition too. A complete comparison is more persuasive than omitting an exclusion that weakens the claim.
FAQs
Can I keep the incorrect item and demand a full refund?
Do not assume that outcome. Ask for the seller’s proposed remedy and instructions, and check any applicable protections. A return or collection may be part of resolving the incorrect supply.
What if I selected the wrong size myself?
If the seller supplied exactly what you ordered and described it accurately, the request may be a preference return. State the facts honestly rather than reporting a fulfillment error.
What if the seller says the listing was only illustrative?
Identify the actual promise or specification you relied on and any relevant disclaimer. Ask for a response to that specific comparison, keeping the original records available for review.