Temu complaint letter: refunds, faulty goods and delivery

If you need to make a formal complaint to TEMU, this page will help you prepare a clear, evidence-based letter. A structured complaint improves the likelihood of securing a refund, replacement, fee reversal, or account correction following a disputed order.

When to submit a formal complaint to TEMU

You should escalate in writing if in-app support has not resolved your issue, particularly where the dispute involves missing deliveries, incorrect or defective goods, refund delays, unauthorised charges, or return disputes. A written complaint creates a documented record that may assist with payment provider escalation if necessary.

What this letter should achieve

• State your order number, item details, and purchase date.
• Explain the issue clearly (non-delivery, damaged goods, incorrect item, refund not processed).
• Describe the financial impact, including item cost and delivery charges.
• Clarify whether the goods were returned and provide tracking details if applicable.
• Request a defined outcome: refund, replacement, fee reversal, or written explanation.
• Set a reasonable deadline for response.

Common TEMU complaint themes (Online Marketplace)

• Item not delivered despite tracking showing delivery.
• Damaged, faulty, or counterfeit goods.
• Incorrect item received.
• Refund delays after return confirmation.
• Unexpected charges or payment errors.
• Account or voucher issues.

Keep your complaint focused on the main issue and avoid introducing unrelated concerns.

Evidence to include

• Order confirmation and order number.
• Tracking information and delivery screenshots.
• Photographs of damaged or incorrect items.
• Proof of return shipment and tracking confirmation.
• Payment confirmation or bank statement excerpt (if disputing a charge).
• Copies of previous correspondence with TEMU.

Present events in chronological order to strengthen clarity.

How to frame your requested outcome

• State the exact refund amount requested.
• If goods were returned, include the return tracking reference.
• If the item was defective, explain how it differed from the description.
• If you intend to pursue a chargeback, state that you prefer direct resolution first.
• Request written confirmation once the issue has been resolved.

Timeframes and escalation

Initial response: Allow approximately 14 days for a substantive reply.

If TEMU does not resolve the issue, you may consider escalation via your payment provider (chargeback or Section 75 where applicable) depending on the purchase method. Keep copies of all correspondence to support any escalation.

Where cross-border consumer law applies, resolution may depend on the governing terms of sale and payment provider protections.

Practical drafting tips

• Keep the tone factual and concise.
• Use bullet points for dates, costs, and tracking details.
• Avoid emotional language; focus on evidence and order terms.
• Retain copies of all submitted documents.

A concise, well-supported complaint significantly increases the probability of prompt refund or replacement without requiring third-party claims services.