Accessible complaints and returns for disabled buyers
Write to the UK seller explaining the disability-related barrier and the adjustment you need, such as email handling or collection instead of an inaccessible drop-off. Keep the access complaint and goods remedy clearly identified, and seek discrimination advice if refused. Factory records can be coordinated through Cambridge China Bridge.
Identify the seller and the access barrier
For China-made goods bought from a UK seller, address your request to the contracting business. Check the invoice and order confirmation using seller or agent roles. Describe the specific barrier: an app your screen reader cannot use, a telephone-only complaint line, or a return point you cannot physically access.
In Great Britain, service providers must make reasonable changes where disabled customers would otherwise face a substantial disadvantage compared with non-disabled people. Explain how the process affects you personally, including when you handle a purchase for your business. For a disputed business arrangement, ask an adviser to check how the duty applies to your circumstances.
Send a written adjustment request
Use a subject such as “Reasonable adjustment request: complaint and return”. Include the order reference, the goods problem, the barrier, your preferred communication method and the change requested. Describe the practical effect of your disability rather than sending an entire medical history. Ask for acknowledgement, a named contact and a written response by a date you propose.
Adapt this wording: “I am disabled and cannot complete your app-based return because it does not work with my screen reader. Please register my complaint by email and arrange collection with a label supplied by the driver. Please confirm the arrangement, or explain your decision and suggest an accessible alternative.”
Agree alternatives you can actually use
For an inaccessible app, ask staff to create the return manually and accept evidence by email or post. Request readable text instead of image-only instructions. If telephone calls are a barrier, request written handling. If you want a colleague or supporter to help, identify them and agree what information the seller may discuss with them.
For an inaccessible drop-off, propose collection from your premises, an accessible staffed location or a driver who brings the label. Explain any lifting, packing or door-access difficulty. Ask who will book transport and how receipt will be confirmed. In Great Britain, service providers cannot charge disabled customers for reasonable adjustments; ask separately how ordinary return charges are being treated.
Keep the goods claim moving
State the requested goods remedy separately from the access adjustment. Use faulty goods and claims for the underlying dispute. Tell the seller whether this was a business purchase or a personal purchase, and provide the agreed specification, fault evidence and relevant correspondence.
Save screenshots of failed steps, dates of attempted contact, your request and each reply. Ask the seller to record when you first reported the problem and agree a workable return date while the barrier is addressed. Before sending goods overseas, agree the destination and paperwork using returns to China for warranty repair.
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Escalate the access complaint
If the request is refused or ignored, send a formal complaint to the seller’s complaints manager. Attach the request and replies, explain the continuing barrier, and ask for a written decision and a workable alternative. Government guidance directs people seeking discrimination help and advice to the Equality Advisory Support Service. For England, Scotland or Wales, ask that service about your circumstances; for Northern Ireland, seek advice from the Equality Commission for Northern Ireland.
Keep discrimination advice separate from negotiating the goods remedy. Tell the adviser who bought the goods, who experienced the barrier and where it happened. Seek advice promptly about the applicable route and deadlines. For the contractual dispute, use UK seller complaint and court steps. Cambridge China Bridge’s staff in China can help coordinate factory evidence and agreed return arrangements.
Frequently asked questions
What should I write in a reasonable adjustment request?
Give the order reference, explain the disability-related barrier and request a specific alternative. State your preferred contact method and ask for a named contact and written confirmation.
What if I cannot use the seller’s return app?
Ask staff to register the return manually and accept evidence by email or post. Explain which step is inaccessible and request instructions in a format you can use.
Can I request collection instead of a drop-off?
Yes, propose collection and explain why the drop-off is inaccessible. Describe any packing or lifting help needed, and ask the seller to confirm the arrangement or suggest a workable alternative.
Who can help if the seller refuses an adjustment?
Complain to the seller’s complaints manager. Seek discrimination advice from the Equality Advisory Support Service in Great Britain, or the Equality Commission for Northern Ireland. Explain whether the purchase was for business.