You do not usually need the original receipt, but you should provide proof of purchase, such as an order confirmation, bank or card statement, or an email from the retailer. Keep evidence of the problem, including photographs, videos, repair reports and messages with the seller, where relevant. The retailer may ask for details of when and where you bought the item, and any warranty or guarantee documents can also help. Your rights and the remedy available can depend on the goods and circumstances, so check the latest guidance on GOV.UK or seek advice from Citizens Advice.