Consumer rights guide

Consumer Rights Act Delivery Refund UK

Use this guide to understand your UK delivery refund rights when a retailer says a parcel was delivered, lost, delayed, left in a safe place, damaged, or passed to a courier.

Updated 23 June 2026 by ParcelClaim Research Team

Quick answer: For most online orders, the retailer is responsible for getting the goods to you. Under the Consumer Rights Act 2015, goods generally remain at the trader’s risk until they come into your physical possession or the possession of someone you identified to receive them.

Retailer responsibility

The seller normally has to sort delivery issues, not just send you to the courier.

Risk before possession

Delivery risk usually stays with the trader until you or your chosen person receives it.

Refund routes

Use the right route: retailer complaint, chargeback, Section 75 or letter before action.

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What this page is for

This is a rights pillar page for UK shoppers dealing with parcel delivery problems. It explains the main consumer-rights points that sit behind many ParcelClaim guides, especially where a retailer refuses a refund by saying “the courier says it was delivered”.

Delivery problem	Relevant right or argument
Parcel not delivered	The retailer should usually resolve the non-delivery and chase the courier if it used one.
Tracking says delivered but no parcel	A delivered scan may not prove physical possession by you or someone you identified.
Parcel left in unsafe safe place	Ask the retailer to prove you authorised that location and that it was delivered there.
Delivery photo is not your house	Challenge whether the goods were delivered to your address at all.
Parcel lost in transit	The retailer should usually refund, replace or investigate with the courier.
Delivery very late	30-day/default delivery rules, essential dates and final deadlines may matter.
Damaged parcel	Retailer should usually deal with faulty/damaged goods rather than pushing you to the courier.

The core Consumer Rights Act delivery rule

The key rule for parcel disputes is risk. The Consumer Rights Act 2015 says goods remain at the trader’s risk until they come into the physical possession of the consumer, or a person identified by the consumer to take possession of the goods.

In plain English: if you ordered from a retailer and the parcel never reached you or someone you authorised, the retailer should not simply say “tracking says delivered” and close the case without proper delivery evidence.

Important difference:

If you chose your own courier separately, the risk position can be different. But for ordinary online shopping where the retailer arranged the delivery, the retailer is usually the right first target for your complaint.

Retailer vs courier: who should you complain to?

For most online purchases, complain to the retailer first. Citizens Advice says that if a seller used a courier, the seller should chase the courier to find out what happened to your order. The courier may hold useful evidence, but your order was usually with the retailer.

This matters because retailers often try to redirect customers to Evri, Royal Mail, DPD, Yodel, InPost, DHL, Parcelforce, UPS, FedEx or Amazon Logistics. You can check the tracking, but do not let the retailer make the courier investigation your problem forever.

Useful guide: Retailer says contact courier.

The 30-day online delivery rule

GOV.UK guidance for online and distance selling says sellers must deliver goods within 30 days unless another delivery time has been agreed with the customer.

This helps where there is no clear delivery date, the retailer keeps saying the order is delayed, or the courier has not moved the parcel for a long time. If 30 days have passed and no different timeframe was agreed, your complaint can ask the retailer to deliver immediately or refund.

Example

You ordered a jacket online and no delivery date was agreed. The tracking has not moved for 34 days. Your complaint should say the goods have not been delivered within the expected/default delivery period and ask for a refund or replacement.

When can you ask for a refund?

You may be able to ask for a refund where:

the parcel has not been delivered;
the retailer cannot prove delivery to you or someone you authorised;
the parcel is lost in transit;
the retailer missed an essential delivery date;
the retailer missed a reasonable final deadline you set;
the goods arrived damaged, faulty or unusable;
part of the order is missing and the retailer cannot fix it; or
the retailer refuses to deal with the courier it used.

The exact wording depends on the issue. A missing parcel letter is different from a damaged goods letter, and a chargeback request is different from a retailer complaint.

What physical possession means in parcel disputes

Physical possession usually means the goods reached you, or a person you identified to receive them. That can include a household member, named neighbour, collection point, reception desk or safe place if you clearly authorised it.

But problems arise when the courier leaves the parcel:

outside your door without permission;
in a bin or communal hallway;
with an unknown neighbour;
at the wrong address;
with an unknown signature;
in a safe place you never selected; or
somewhere shown by a delivery photo that is not your home.

In those situations, ask the retailer for proof of delivery to you or someone you actually identified.

Delivery evidence the retailer should provide

Evidence	Why it matters
Delivery photo	Shows whether the parcel was left at your actual address.
GPS/location data	Can support or undermine the delivery location.
Signature image	Useful if the retailer says someone signed for it.
Name of recipient	Shows whether the person was authorised by you.
Safe-place instruction	Shows whether you chose that location or the courier decided it.
Courier investigation notes	Shows what the courier actually found, not just the tracking result.
Delivery address used	Important if the parcel went to the wrong address.
Depot or route scan	Useful for lost-in-transit disputes.

If tracking says delivered but you have no parcel

Do not simply say “I did not get it” and stop there. Make the dispute specific. Say you checked safe places, neighbours, reception, household members and any delivery photo. Then ask the retailer to prove delivery to you or someone authorised by you.

Use these pages if your problem is specific:

If the parcel is lost in transit

If tracking has stopped, the courier says contact sender, or the parcel is under investigation with no clear outcome, the retailer should usually investigate and resolve the order with you. Ask for either delivery by a clear date, replacement, or refund if delivery cannot be completed.

Useful pages: Parcel lost in transit and Lost parcel complaint letter template.

If the parcel is late

Late delivery depends on what was promised. If the date was essential and the retailer knew it, refund rights may be stronger. If the date was only estimated, you may need to set a reasonable final delivery deadline before cancelling.

If you paid extra for next-day, named-day, express or timed delivery and that service was not provided, ask for the extra delivery charge back.

Useful pages: Late delivery refund UK and Late delivery compensation letter template.

If the parcel is damaged

If the item arrives damaged, broken, leaking, opened, crushed, missing parts or unusable, the issue may be both a delivery problem and a goods-quality problem. Complain to the retailer first, save packaging and photos, and ask for refund, repair, replacement, collection or price reduction depending on the facts.

Useful pages: Parcel damaged on delivery and Damaged parcel complaint letter template.

What to write to the retailer

Your letter should be short, factual and evidence-led. Do not just quote law at them. Explain the delivery problem, what evidence you have, why the retailer remains responsible, and what you want them to do.

Short rights wording

“I bought this order from you and it has not been delivered to me. Please provide evidence that the goods came into my physical possession, or the possession of someone I identified to receive them. If you cannot provide that evidence, please arrange a refund or replacement.”

That is only teaser wording. A stronger letter should add the order number, tracking status, delivery evidence problem, retailer response, deadline and refund route.

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Evidence checklist

Order confirmation and order number.
Retailer name and delivery address.
Courier name and tracking number.
Tracking screenshots.
Delivery photo, GPS or signature issue.
Safe-place or neighbour instruction evidence.
Retailer messages and refusal emails.
Courier messages or investigation notes.
Payment proof.
Your requested outcome: refund, replacement, delivery-charge refund, repair or final response.

Common retailer arguments and how to respond

Retailer says	Possible response
“The courier says it was delivered.”	Ask for evidence of delivery to you or someone authorised by you.
“You need to contact the courier.”	Say the retailer arranged delivery and should investigate with the courier.
“It was left in a safe place.”	Ask for proof you authorised that safe place and proof it was left there.
“The photo proves delivery.”	Challenge if the photo does not show your property, address, safe place or parcel location clearly.
“Wait longer.”	Ask for a final delivery/refund deadline, especially if the delivery period has passed.
“No refund because courier lost it.”	Say the retailer should deal with the courier separately and resolve your order.

When to escalate beyond the retailer

If the retailer refuses to refund, delays without a clear answer, relies on weak delivery evidence, or keeps sending you to the courier, escalation may be needed.

Chargeback: useful for debit or credit card payments where goods were not received and retailer refuses to resolve it.
Section 75: may apply to qualifying credit-card purchases where the item cash price is over £100 and not more than £30,000.
Letter before action: a formal final letter before considering small claims.
ADR/ombudsman routes: may apply depending on the retailer, courier, payment provider or complaint type.

Useful pages: Chargeback for missing parcel, Section 75 missing parcel, and Letter before action missing parcel.

Consumer rights delivery refund FAQs

Does the Consumer Rights Act help if my parcel is not delivered?

Yes. The Consumer Rights Act says goods remain at the trader’s risk until they come into the physical possession of the consumer or someone identified by the consumer. This can help where a retailer says a parcel was delivered but you did not receive it.

Who is responsible if a courier loses my parcel?

For most online purchases, the retailer is responsible for making sure the goods are delivered to you. If the retailer used a courier, the retailer should usually chase the courier rather than telling you to resolve it yourself.

How long does a retailer have to deliver goods bought online?

GOV.UK guidance says online sellers must deliver goods within 30 days unless a different delivery time has been agreed with the customer.

Can I get a refund if delivery is late?

You may be able to cancel and ask for a refund if the delivery date was essential, if the retailer misses a reasonable final deadline, or if goods are not delivered within the agreed or default delivery period.

Can a retailer make me contact the courier?

The courier may provide tracking evidence, but if the retailer arranged the delivery, your main complaint should normally be with the retailer. The retailer can then deal with the courier.

What if I chose my own courier?

If you arranged your own courier separately rather than using the retailer’s delivery option, the risk position can be different. This page is mainly for ordinary online orders where the retailer arranged delivery.

What evidence should I keep?

Keep the order confirmation, tracking screenshots, delivery address, retailer messages, courier messages, delivery photo, signature record, safe-place instruction, payment proof and any refusal to refund.