Parcel Refund Rights UK

The simple rule for parcel refund rights

The strongest starting point is simple: if you bought something online and the retailer arranged the delivery, the retailer is normally responsible for getting the goods to you. The courier may have caused the problem, but your contract is usually with the retailer.

Section 29 of 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. The official explanatory notes make the same point: risk remains with the trader until the consumer has physical possession.

When the retailer should be your first complaint

Physical possession matters

“Delivered” on tracking is not always the same as delivery to you. If the parcel is in your hands, with someone you nominated, or in an agreed safe place, the retailer’s position becomes stronger. If it was left at a wrong door, exposed doorstep, communal hallway or place you did not choose, your refund argument is stronger.

Safe places and doorstep theft

Safe-place disputes are different from normal non-delivery. If you told the delivery company to leave the parcel in a specific place and it was left there, the retailer or courier may argue the risk passed to you. If you did not choose the location, or the courier used a different location, say that clearly.

Citizens Advice guidance explains this distinction in plain English: authorised safe-place delivery can shift responsibility, but unauthorised delivery to a place you did not choose should be sorted by the seller.

When the courier claim matters

Courier claims matter most where you bought the postage yourself, sent a return using your own label, or are the sender. If the retailer chose the courier, the courier evidence still matters, but the retailer should normally be the one investigating with the courier it selected.

Do not let a retailer close the complaint simply by saying “contact Evri/DPD/Royal Mail/Yodel”. Ask for proof of delivery, safe-place instruction, warehouse check, delivery-photo review, courier investigation and a final written response.

Late delivery refund rights

If the parcel arrived late, the refund route depends on whether the delivery date was agreed, paid for, essential or simply estimated. A paid next-day delivery that missed the promised date is stronger than a standard delivery delay. Keep screenshots of the checkout promise, delivery charge and tracking.

Damaged parcel rights

If the item arrived broken, wet, crushed, leaking, missing parts or unusable, complain to the retailer quickly. Photograph the outer packaging, inner packaging, label, damaged item and any missing contents. The seller should not dismiss the case just because “the courier caused it” if the retailer arranged delivery.

Bank routes: chargeback and Section 75

If the retailer refuses to resolve the case, payment escalation can help. Chargeback can apply to some debit or credit card payments, but it is a card-scheme process rather than a law. Section 75 is a legal credit-card protection for qualifying purchases, but not every transaction qualifies.

Evidence checklist

• Order confirmation and payment proof.
• Delivery address and checkout delivery promise.
• Tracking number and screenshots.
• Delivery photo, signature, GPS or safe-place note.
• Photos of door, safe place, packaging or damage.
• Messages with retailer and courier.
• Refund refusal or final response.
• Police reference for clear theft/high-value theft if relevant.

Short wording to start a complaint

This is only starter wording. The paid ParcelClaim letter adapts the complaint to your retailer, courier, tracking status, proof of delivery, payment route and requested outcome.

How to decide what outcome to ask for

Do not always ask for the same thing. If the item never arrived, ask for a refund or replacement. If delivery was late but the item is still useful, ask for a delivery-charge refund or a goodwill review. If the parcel was damaged, ask for repair, replacement or refund depending on whether the item can still be used. If the retailer keeps refusing, ask for a final written response so you can consider your bank route.

Common retailer arguments and how to handle them

When your case is stronger

• You did not receive the goods and there is no clear delivery proof.
• The photo shows the wrong door, building, hallway or unsafe location.
• You did not authorise a safe place and the parcel was left outside.
• The retailer arranged the courier but tells you to chase the courier alone.
• The return was handed over using the retailer’s own return label.
• You have screenshots, photos, return receipts or written refusal evidence.

When your case may be weaker

• You clearly chose the exact safe place and the parcel was left there.
• The parcel was delivered to a person you nominated.
• You used your own courier label and the retailer did not arrange the return route.
• You waited too long to report a missing or damaged parcel.
• You threw away damaged packaging before taking photos.

Useful official and trusted sources

• Consumer Rights Act 2015 section 29
• Consumer Rights Act 2015 explanatory notes
• Citizens Advice: if something you ordered hasn’t arrived
• Which?: delivery rights
• Financial Ombudsman: goods and services bought with credit