Evri Damaged Parcel: How to Get a Refund or Replacement

Evri Damaged Parcel: What the Law Says

If an Evri delivery arrives crushed, cracked, or broken, the retailer is responsible for it, not Evri. Under the Consumer Rights Act 2015, goods must be of satisfactory quality when they reach you, and the retailer carries that risk until the parcel is in your physical possession. Evri is the retailer's subcontractor, so a damaged parcel is the retailer's problem to fix, whatever their customer service says. Start your claim using the damaged item action plan if you want a generated complaint and next steps.

Photograph the Damage Before You Do Anything Else

1. Photograph the outer packaging first, before you unpack further, showing any crushing, tears, or impact marks and the Evri delivery label.
2. Photograph the damaged item itself from multiple angles, including any parts that are cracked, dented, or broken.
3. Note the date and time you opened the parcel. This matters for your 30-day right to a full refund.
4. Screenshot the Evri tracking page showing the delivery scan, driver photo, and timestamp.

Keep Every Piece of Packaging

Do not throw away the box, the inner packaging, or any protective material until the claim is resolved. Evri's own damage process requires the original packaging as evidence, and most retailers ask for the same before agreeing a refund or replacement. Binning the packaging early is one of the most common reasons a damage claim gets rejected.

Recipient or Sender: Who Can Actually Claim From Evri

Evri's own compensation process only accepts a claim from the sender, which for an online order is the retailer, not you. If you bought the item and Evri delivered it damaged, filing a claim with Evri directly wastes time because any payout goes to the retailer's account. The exception is if you booked and paid for the Evri label yourself, for example sending a parcel to someone else, in which case you are the sender and can open an Evri claim through their webchat with your tracking number, proof of value, and photos of the damage.

Why the Retailer Is Responsible, Not Evri

Retailers sometimes suggest you claim from Evri yourself. That is incorrect for a standard online order. Section 29 of the Consumer Rights Act 2015 makes the retailer responsible for the condition of the goods until they reach you, and that duty does not move to the courier just because Evri handled delivery. The retailer can seek their own compensation from Evri separately, but that is between them, your claim stays with the retailer. For the general legal position on damaged parcels from any carrier, see our parcel arrived damaged guide.

Template: Evri Damaged Parcel Complaint Email

If Evri or the Retailer Refuses

If the retailer tries to redirect you to Evri, repeat that your contract is with them, not the courier, and point them to Section 29. Use our damaged parcel complaint template if you need the full letter. If the retailer still refuses after a written deadline, escalate through your payment provider: a Section 75 claim for credit card purchases over £100, or a chargeback for debit card payments, both usually accept your damage photos as evidence. As a last resort, Money Claims Online (Small Claims Court) handles amounts up to £10,000.

Next Steps

Photograph the damage and packaging, contact the retailer in writing citing the Consumer Rights Act 2015, and set a short deadline for a refund or replacement. If you would rather have the complaint drafted from your facts, start with the free refund tool.