Maryland consumers have specific legal rights when a seller denies a valid refund request, whether the product was defective, the service was not rendered as promised, or the seller’s own posted policy guaranteed satisfaction. Knowing what steps to take, in what order, gives you the strongest position for resolving the dispute.
Documenting the refund denial
Start by gathering every record related to your purchase and refund request: receipts, order confirmations, photos of the defect, emails, and text messages. Document every conversation with the seller, including dates, times, and the names of any representatives you spoke with.
Under Maryland law, failing to honor a clearly posted refund policy can constitute an unfair or deceptive trade practice. Send a formal written demand letter via certified mail specifying the problem, referencing the seller’s posted policy, and requesting resolution within ten to fourteen business days. Certified mail creates a dated record that is persuasive if you need to escalate.
Escalation steps available to you
If direct demands do not produce a result, several escalation paths are available.
File a complaint with the Maryland Attorney General’s Consumer Protection Division if the seller operates in the state. The Division investigates unfair business practices and may intervene directly. You can also file a complaint with the Federal Trade Commission, which accepts reports about deceptive business practices by any seller, not only online retailers.
If you paid by credit card, you may be able to dispute the charge under the Fair Credit Billing Act. The FCBA applies specifically to credit card purchases and covers disputes involving undelivered goods or services that do not match their description. Your credit card issuer must acknowledge the dispute within 30 days and resolve it within two complete billing cycles, which cannot exceed 90 days. Note that debit card disputes are governed by a separate law, the Electronic Fund Transfer Act, with different procedures and timelines.
When to consider legal action
Maryland District Court handles civil disputes up to $30,000. You do not need an attorney to file in District Court, though legal guidance can strengthen your presentation. Also, a court finding that an unfair or deceptive trade practice caused your injury may award actual damages. If the violation was committed with intent to deceive, the court also has discretion to award attorney fees and costs. That distinction matters: the standard is intent to deceive, which is a specific finding, not simply that the seller acted carelessly or unreasonably.
Understanding where your situation fits within these standards is the clearest way to determine whether formal legal action is worth pursuing. Speaking with a Maryland consumer rights attorney can help you assess your specific facts, identify which remedies apply, and decide on the most effective path forward.