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Appliance Overheating or Electrical Fault Report With Retailer Return

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Report an overheating or electrical fault in an appliance to the retailer and maker, with photos, safety details and a return request.

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Write a report and return request for an appliance that overheated or showed an electrical fault, keeping to facts and safety. Details I will supply: retailer and brand [RETAILER_AND_BRAND], product and serial number [PRODUCT_AND_SERIAL], date bought [PURCHASE_DATE], what I observed and when [OBSERVATIONS], what I did (switched off, unplugged) [ACTIONS_TAKEN], photos [PHOTOS].

Please have the letter describe what I saw, say I stopped using it, ask for collection or return, and ask for a refund and a safety review. It should not diagnose the cause. Describe in order what I saw, such as a burning smell, a tripped breaker or a hot plug, when it happened and what I did (unplugged it, kept it away from people and pets). Ask the retailer for a collection or return instruction, a refund, and a safety report to the manufacturer. Say I will keep the item and packaging until collected and will not try to repair it.

Facts and papers worth gathering: Photos, receipt, serial number, and the manual. Realistic outcomes to ask for: Collection, refund, a safety investigation, and a reference. A typical reply: Retailers may ask me to contact the brand; reply that both should coordinate and ask for a single contact.

Start by making an evidence index for the appliance overheating or electrical fault report with retailer return (exhibit, what it is, what it shows), name what I still lack, and then draft the letter citing exhibits by number. Give me the letter itself plus a short cover note, around 50 words, and next the steps to take for silence or refusal (report to the retailer, then manufacturer, then safety regulator), then a proof checklist (photos, receipt, serial number, manual). Send it as a PDF and paste the text into the message, then keep the sent message with its full headers and ask for a reply confirming receipt.

Write it in the first person as a layperson, with no invented titles. Cite no law or deadline I did not supply; stay within [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN] and nothing else, and add a line telling me to confirm the rules with a professional or consumer agency. Write it direct, fair and respectful, with no insults or empty threats, put the date from [DEADLINE] on any request, and be honest about limits. None of this is legal advice.

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Dear Customer Care,
I bought a Zoran toaster oven (serial ZT88120) on 14 November from your online shop, order 20-5531. On 2 December, after about ten minutes at 180 degrees, I noticed a burning smell and saw smoke from the back panel. I switched it off at the wall and unplugged it. Nobody was hurt and nothing else was damaged. Photos are attached.
I have not used it since and will keep it until you collect it. Please arrange collection, refund the purchase price, and pass this report to the manufacturer so it can be looked at. I would like to hear within 7 days.

• safety